|Gary S. Goodman|
Gary S. Goodman, a College of the Extended University instructor, was an expert guest recently on CNBC's “On the Money.”
Goodman, who is president of Customersatisfaction.com and Clientrelations.com, spoke critically about Sprint's actions to terminate service to some customers because they phoned the cellular carrier for assistance too often.
Debating the wisdom of this move on CNBC's “On the Money,” Goodman claimed this denial of service is inconsistent with the founding of phone service in this country by AT&T, which volunteered to provide it universally, no matter the difficulty, distance or the cost.
Goodman said those customers that are most likely to over-talk and over-call are “the elderly, the infirm, and the lonely,” and the answer to runaway calls is to train representatives to gently control conversations for length and quality.
This fall, Goodman will be teaching two seminars at Cal Poly Pomona, one of which is “Managing Client Relations.” This one-day seminar will be held Friday, Nov. 16, 9 a.m. to 4 p.m. Goodman will also teach “Building Your Consulting and Coaching Business,” Friday, Sept. 28, 9 a.m. to 4 p.m. Seminar descriptions and registration information are available at www.ceu.cpp.edu/courses/busadmin.asp.
The video of Goodman's July 9 interview may be viewed on CNBC's Web site: