I feel the pain of TELSTRA complaints every time I see and hear how customers are responding to the lack of service, performance and lack of basic good corporate citizenship.
I don’t expect customers of the this day and age to appreciate the corporate ethics the company had before it was decided the shareholders held more priorities than customers. I agonise when I see guards left on footpaths for years, pits crumbling, non identifiable people accessing the network at pillars knowing how confidentiality and privacy protocols no longer apply or monitored.
Every day in Australia we see good people in uniforms go to work and represent a company, cop the abuse, and do their best for a employer knowing full well they are working with people and systems that are not performing to our standards but may meet some benchmarks set by a bean counter that only understands profit and outsourcing Australians.
Shannon’s experience is common, and will continue until we take back what Australians owned and paid for before privatisation.
I had a American telecommunications expert tell me the network I was accountable for was “too good” and costing too much to maintain and customers had to expect delays in installation and repairs, FACT and that was just before the days of Blunt as MD. That signalled lip service to customer service.
Outsourcing responsibility, accountability, service and especially company brand is a decision only someone who has no respect or appreciation for the vastness and history of the Australian telecommunications network and the attitude accepted by overseas call centres of its “just another call” is not acceptable here and never will be, but please remember those Australian employees you vent your spleen on today are not the people who sold the farm and it’s machinery.
The Lateral Hazard 