Nathan Williams

ADSL South Africa (Broadband South Africa), 24 June 2007

Nathan Williams is not part of a F1 racing team but the new Head of Customer Support at wireless Internet access provider, iBurst. Williams joined iBurst on the 28th of May this year. This comes after Ed Hall left iBurst earlier this year.
 
Is Williams the right man for the job?
 
Well, only time will tell although his experience in the telecoms industry has to count towards something.
 
‘Williams has worked in the telecoms industry for the past 11 years…’ (New Head of Customer Support at iBurst, MyBroadband, 18 June 2007).
 
In other words, Williams has more than a decade’s experience in the telecoms industry.
 
What approach to customer service will Williams follow?
 
Williams will follow a scientific approach.
 
‘Williams believes that you cannot manage what you cannot measure, and plans to adopt a scientific approach to customer care by categorizing iBurst subscribers according to their interests’ (New Head of Customer Support at iBurst, MyBroadband, 18 June 2007).
 
In other words, cold hard facts will play an important role in iBurs’ts customer care approach.

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