Thread: O/T How do you lot put up with it

Originally Posted by 84RR

Ali, wait till you ever need to ring the ATO.....hehehe

I had an amazing call from THEM the other day, a nice lady rang to REMIND me that 1 of my BAS statement payments was due and would I like to clear it up in , oh, the next week or so??

I couldn't believe it!! Of course I paid it straight away on Bpay while I was speaking to her, THAT was serious browny points...

JC

Originally Posted by DiscoDave

I also enjoy their appointment system where they make you swear you will be available all morning or all afternoon to allow access for their technician and then no-one turns up. (Happened more than once.)

Back in 1993 after returning to Oz from Norfolk Island, I was suckered into being seconded (with some others) from OTC (Overseas telecommunications Corporation) to Telecom Australia [this was just before the name Telstra was dumped on the world] to join a group called Breakthrough for Customers. Our job was to seek ways to get significant improvements in quality for Telecom and its customers.

I remember a meeting with some techs who thought that if a customer arranged for an installation to be done on a particular day and the tech arrived the day before, then they were exceeding a customer's expectations.

They couldn't see that arriving early was just as bad as arriving late. The customer may have made special arrangements to be home, etc, and arriving the day early might just have screwed the customer.

After 3 months, all the OTC people had dropped out of the team. We could see that it was a waste of time and would get nowhere. The Telecom staff were totally unresponsive to improving their way of working. Several millions of dollars and 2 years later Telstra dropped Breakthrough for Customers - it was an abject failure.

Ron