Do I have the right number? : Avez-vous le bon numéro? Le service à la clientèle dans les entreprises de télécommunications

Customer service at telecommunications companies General recommendations made to the Commissioner for Complaints for Telecommunications Services (CCTS) We consider it essential that the CCTS mandate be expanded to include consumer information and education about customer service issues in the telecommunications domain. [...] It is also essential that CRTC intervenes towards the industry in order to prevent once and for all the occurence of systemic problems, either CCTS take on a more coercive role and be empowered to implement a comprehensive system of sanctions against telecommunications companies and introduce regulations for ensuring a certain quality of customer service. [...] Customer service at telecommunications companies Stakeholders In addition to our document research, we considered it essential to discover the opinions and the positions held by stakeholders in the telecommunications arena. [...] After carefully studying all the meetings and having read the final report by the firm in question, we found that consumers’ experience of customer service in telecommunications was approximately the same in Toronto as in Montreal; the same held true of younger and older participants. [...] Customer service at telecommunications companies not have the information we needed for the study and that they preferred to continue their relationship with the Consumer Association of Saskatchewan.