Statement from Paula Lash, Rogers Communications
October 9, 2018
“We strive to deliver the best possible experience for our customers with products and services
that meet their needs and budget. To do this, we believe in an approach to customer service
and sales that is fair and transparent. While we take these concerns raised very seriously, they
do not reflect our values or our customer service practices and we have no tolerance in our
organization for unethical behaviour. We believe the best way to ensure a great experience for
our customers is to maintain a healthy, supportive workplace for our frontline team with fair and
balanced performance targets, the right training, support and ongoing coaching. For example,
we regularly review our frontline teams’ approach and host best practices training to ensure we
continually improve. We frequently review a large number of customer calls and we hold
quarterly customer focus groups to capture feedback. If an instance arises where we can do
better, we will work with our team to make it right and have clear processes to swiftly identify
and address any issues. We are committed to a customer-first culture that is focused on being
clear, simple and fair every time a customer contacts us.”