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No Note Wonder
May 2, 2003
Why do some advisors and engineers never put any notes on
the fault report? How am I supported to know what they are
thinking. Even if they came back to it a few days later,
they probably couldn't recall what the fault was about.
It's just laziness.
Hey, What's That Tune?
May 3, 2003
I'm sorry, but you've called the faults department and I
can't hear a bloody word you're saying because you radio
has been left on in the background, or maybe you're simultaneously
watching Eastenders.
Would you like to call back when it's more convenient?
Waste of Money?
Mar 25, 2003
Another call from a customer that left me puzzled. One of
the standard questions asked is "How many telephones do
you have on the line?" This is asked as one faulty phone
can affect a perfectly good telephone.
The customer on this occasion said; "I've only got the
one socket, but I've tried the rented telephone in it."
I asked; "So the telephone in it now isn't the rented
one?"
"No."
For some reason this customer was spending money every
month renting a phone from BT and not using it at all. It
was sitting in a cupboard gathering dust.
What sort of address do you call that?
May 21, 2003
When a customer calls they need to tell me their number
and confirm that with their name and address. There is a
new trend of changing house numbers to names as in;
Mr Smith
Rosebank
Fake Street
London
SW1 1AA
When asked for the name and address, too many people are
saying:
"Smith - Rosebank."
I see, so if I post a letter to Mr Smith, Rosebank from
John o'Groats, it'll get to you will it?
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