Baby Bell Grows up: How MCI Has Turned to Face the Customer

Abstract

Looks at MCI, attempts to improve its customer service record and its investigation, in depth, of customer complaints and efforts to improve and correct this. The US telecommunications industry is highly competitive and MCI looks to retain and build on its customer retention. Discusses the development, in 1992, of its Customer Care and Quality Centre which was mandated to develop ways to raise quality and customer satisfaction levels. Goes on to show that this has worked so well that customer satisfaction levels have reached an all‐time high of 97 per cent. This would seem to support MCI’s policy regarding its customers.

Citation

Gerdelman, J. (1994), "Baby Bell Grows up: How MCI Has Turned to Face the Customer", Managing Service Quality: An International Journal, Vol. 4 No. 2, pp. 36-39. https://doi.org/10.1108/09604529410796198