Sunday, December 7, 2008

Changes in Customer Service

Steve Swasey, VP of Corporate Communications, here to let you know about some changes in Customer Service.

For those of you who watch movies instantly on your PC or Mac, you may have noticed our player is much easier to install and use now with Silverlight. The good news is fewer problems for you. The bad news is that we are now overstaffed with technical specialists in our Customer Service (CS) group.

So last week we announced internally some changes in CS. 50 of our technical specialists will work through December, then be let go in early January after the holidays. 15 of our technical specialists will take new roles in the main CS group.

This action doesn’t affect our main Customer Service group, which has more than 300 people and continues to expand with the growth of our customer base. And it’s not indicative of Netflix as a whole as we continue to add engineers and other positions throughout the company.

It’s sad to let go of good people, but we just don’t have the technical specialist work for them to do in Customer Service because of the improvements in our streaming player.