Olof saves TelstraClear’s (and my) bacon
Olof from TelstraClear has saved the day, getting all our accounts restored and working as soon as he got into work. Thanks, Olof, for your help and speed of action.
It’s a shame that a common customer service task requires special intervention like this - and all telcos seem bad at it. Olof, like no doubt most other TelstraClear people, really wants to deliver great service. His company needs to build the tools so Olof and his colleagues can do so.
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May 22nd, 2008 at 10:58 am
Jim
remember the day we had that conversation about no new employee setting out on theior first day at work to totally screw up?
Now, as then, it’s the layer of middle management, who live by the jobsworth theory, that make sure that service is only slightly less a swear word than customer.
I wonder how we could get Olaf made chief Poohbah of customer service on a salary of $1 mill - that would put the warm and runnies down the triouser legs of some private company policy makers!
May 22nd, 2008 at 10:22 pm
Hi Dave
It seems the lessons of the early 90s when customer service processes were dramatically improved have been lost after the initiators have moved on. Bad habits crept back in, compounded by lazy analysis and design when replacement systems were implemented.
May 23rd, 2008 at 9:19 am
Absolutely, and nowhere worse than in the public service - which I observe from afar with horror!
Enjoy blighty, you can still get a decent sausage, egg and fried slice despite all attempts of the EU to do away with good breakfasts!
Happy daze