Originally Posted by jaymar88

Here's my crack at the first paragraph.

Dear Messers Hurley, Nicol and Kerr,

Thank you for allowing me to participate in yesterdays meeting regarding XXXXXXXXX. I found the meeting very informative and was impressed with the format the information was delivered. I appreciate the fact that the speakers were open, transparent and honest about the current situation. I hope SMB reps will continue to be invited to participate in future meetings.

During the meeting, I asked a question regarding the outsourcing of customer service. (Be more specific - What customer service for what products) I feel as though the question may have been misconstrued. (State the question) I was not questioning whether the outsourcing of customer service and repair teams was going to continue, but rather, if an analysis of the cost of the outsourcing is underway. (I guarantee you it has and they have already examined it) My question was referring to Mr. Hurley’s statement that cost reduction has a downside and that we need to strike a balance between cost and customer service. As a result of his statement, I began to evaluate how Bell SMB could secure its future in today’s competitive economic climate. In past years, Bell SMB has shifted focus away from prioritizing customer service in order to increase sales revenues. Naturally, this negatively impacts customer satisfaction.