Robert Hart wrote:
> I work closely with marketing people and I know the
> great care we take in our marketing activities
> (albeit, our market is not the general consumer).
> Is it normal for consumer oriented organisations to
> view consumers with the contempt exhibited by
> Telstra this morning?
A colleague tells me that banks survey the customer satisfaction levels in
branches to ensure it stays low. If the level is too high, the branch loses
a staff member or two. The banks know they've got their customers by the
balls, so they deliberately under-staff the front counter.
This makes work stressful for the counter staff, so the banks use casual
workers who can't complain and are easily replaced.
Regards, Tony Healy
--------
We're a big important company. If we send you something we shouldn't have,
we expect you to phone us and also re-format your hard disk and stuff like
that. When you phone, we will treat you like an idiot which, incidentally,
you are. Finally, don't expect us to do the same for you. Not for free
anyway. We charge $450 per hour.
This archive was generated by hypermail 2.1.1 : Fri Aug 31 2001 - 03:10:04 EST