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Rogers Poaches Google VP to Overhaul Customer Service as Part of Rogers 3.0

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Rogers has announced it has hired current Google VP of Global Customer Experience, Deepak Khandelwal as its new Chief Customer Officer, set to start on November 10, 2014. He currently works at a Google office located in Toronto so the transition to Rogers should be fairly seamless.

Deepak khandelwal

Khandelwal has extensive customer service experience as he founded McKinsey’s global customer care network in 1998. The hire is part of the Rogers 3.0 strategy for “overhauling the customer experience” and the new hire will report directly to CEO Guy Laurence, who had the following to say in a statement:

“Deepak brings a unique combination of management consulting and customer operations experience that we need to turn the customer experience around,”

“Improving customer experience is a journey not a destination, but this is a big step in the right direction. Deepak has a proven track record of transforming service operations and he will be a great addition to the team.”

Just yesterday it was revealed by the CCTS Bell, along with Rogers, led the percentage of complaints by telecom service provider.

Khandelwal has a large task at hand to change the negative perception of Rogers customer care, seen as frequently providing inconsistent information to customers by employees. Ask anyone who has called in to speak with Rogers customer service on the phone and they’ll surely have an interesting ‘experience’ to share with you.

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  • Ian McLaughlin

    Rogers customer service can’t exactly get any worse. Hopefully this makes it better.

  • FragilityG4

    Great customer experience would be not bullying your customers out of their old plans because you don’t like them anymore.

  • Anon

    It all boils down to the outrageously priced data plans. Prices need to drop down back to what it was a few years ago, and bring back ‘retentions’. I remember back in the ‘golden age’ when Rogers would literally do anything to keep you as a customer – monthly credits for retention plans, free features, etc. Now we’re stuck in this ‘dark age’ where they refuse to do anything for you and can care less, even though you’ve been a customer for decades.

  • UnlimitedDataPlease

    I will never give up my 6GB data plan Rogers! Never, never, never!!!

  • char

    its way beyond the overpriced plans.. its the incompetence, the unknowledgeable reps, the constant mistakes on the bills, the misinformation they provide customers, the bad communication, and lack of care

  • Tom

    Good luck!

  • Steve

    Since you aren’t on contract, they can take it away from you or raise the price anytime now.

  • thomaus

    Leave Google to join a cable company? I hope he got a big raise, but even then…

  • Chrome262

    They did it for me for internet, told them I was jumping ship, and they said what would make me stay, I said unlimited bandwidth for the same price. they said done, and threw in free movie network for a year. On cell service I am with Fido, so its almost the same, and they renewed my contract to two years keeping my old 6gig plan and improved my calling plan. Don’t get me wrong, I have had issues with them over repairs (rogers cable) in the past, and while they are better then Bell in customer service, its just marginal. its not like they are assholes, they just have no clue what the hell they are talking about.

  • Anon

    The Rogers wireless portion of the company is a completely different story. They are more willing to keep you as a customer (and thus give out more deals) when it comes to cable. It also depends on what province you are in as well, as I notice they will do a heck of a lot more for you in Sask. and Manitoba, than BC or Ont. where they are complete anal Nazis.

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