Telcommunications
The Communications Alliance and the Australian Mobile Telecommunications Association got one thing right in their recent assessment of Australian “customer management”; there are a significant number of “problem areas” in their industry but they’ve got nothing to do with our collective inability as customers to understand “how things work”. Customer service dropped dead in this country a long time ago, we just took too long to see the warning signs.
Consumer affairs writer, Natasha Bita reported in yesterday’s Australian that although they admit to having a problem with keeping their customers happy, Australia’s telcos are refusing to agree to legislation that would bind them to “minimum levels of customer service” for fear it would make them “inefficient, confusing and undesirable”.
That’s an interesting choice of words for an industry that received 215,154 complaints to the Ombudsman from consumers last financial year. Not to mention a fairly apt description of the current status quo.
Continue reading "Please hold . . . The death of customer service" »
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