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 Feature
10 June 2009 | Shirley Lacy Blog
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Poor Change and Upgrades Impact Customer Service
This week Shirley looks at how change within an organisation can impact the quality of customer service...

Recently I took a deep breath and tried to sort out an invoicing problem relating to my broadband service. I started off by getting lost in their automated voice system. There were no options that were relevant to my problem. I tried a few but had no luck, just several re-directions. There was also no option to speak to someone to find out the best place to go to resolve my issue.  After a while I took the option to close my account. At least the person who answered spoke coherently about my problem. It seems that there was change in the structure of my broadband and telephone service. One half was with one part of the organisation and the other half was somewhere else. Neither side could find a record of my account, yet money was still being deducted from my bank account. The only way out was to upgrade my service and stop the payments! Perhaps you can guess who it is?

Not one to lie down quietly I considered my next steps: 

  1. Complain again
  2. Report it to Offcom
  3. Ask for my records through the Freedom of Information act

I was talking to a colleague yesterday about option 3. He said the company had probably lost my account details so probably would not be able to find my records.

I considered going to another provider but there are a few problems with this. There is a virtual monopoly in our area. If we move to a satellite service we would have the English weather to cope with. I also considered the risk of changing to be too high - the service could be out for weeks. The upgrade does give a better service and there are promises of 20MB broadband. This did seem good until I heard that Singapore is upgrading its infrastructure to 100MB broadband. In Hong Kong, you can get 100GB broadband if you pay for it. It seems like Digital Britain is getting left behind, especially as creative services are meant to be key to our future economy.

On a final note the BCS and the itSMF are holding a joint one day conference on - Pragmatic Configuration Management for IT Services - Reducing Cost and Risk, if you haven’t already booked for the event, I highly recommend you do so, but you will need to hurry as you only have a few days left to register.

Any feedback and comments are always welcome!


Shirley Lacy Email to a colleague | Add to MY ITP

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