Would any Orange/Wanadoo staff care to give the managing directors direct email address or phone number ? so we can make him sit up and listen to the many current problems as stated on this board.
I would imagine they are aware of the problems currently facing Wanadoo/Orange customers. Although there are problems within the organisation it is typically what happens when you rely on so many third parties to run your business. The LLU cock ups that Wanadoo/Orange are experiencing is exactly the same as other ISP's - in fact Tiscali delayed their launch by up to a year because of problems with BT. Talk Talk are now facing problems - typically because they are offering the free service in LLU covered areas - you can see a pattern emerging here (BT and LLU)!!
Having been close to a board of directors of a multi-national company I can assure you that customer problems are shall we say, kept at a distance from the managing director, for fear that the particular head of department will get the sack if the full customer discontent is known to the board.
Most directors in large multinational companies only hear what they are told, and they are kept in the dark about customer satisfaction levels and other matters, most on the board would not know what a modem looked like if it jumped at them, for instance John Lewis are appointing two new directors for the first time ever from outside the partnership, do they fully know how the John Lewis Partnership works ?
Some maybe but Eric Abensur did on a number of occasions visit the call centers and even listen to some of the calls sat right beside the agent taking them.
Sure the board could still be kept at a distance but I think they do know in general whats going on.
I worked for the past 25 years in a very high profile 'service industry', as outside staff thankfully, but in daily contact with all tiers of management and call handlers.
I agree that the further up the management ladder you go the more problems, be they staff, equipment or customer, are diluted, each level covering their own a**** !
I know full well the feeling of having the 'sword of Damocles' hanging above me after having stirred up the hornets nest many times.
I have never been afraid of 'telling it like it is' to whatever level of management, why should they be so afraid of the truth and why should anyone at any level in the company be forced to be afraid of telling the truth ?
If they can not take and deal with the true facts they are in the wrong job!
"Most directors in large multinational companies only hear what they are told, and they are kept in the dark about customer satisfaction levels and other matters"
Hmmm! not quite, they are not so uninformed as they wish us to think, a better phrase would be ' most managers hear only what they want to hear', or 'there's none so deaf as those that won't hear'
As long as profits keep rolling in they neither want to know or care, yet let profits start to fall and you would be amazed at how much they do actually know, and who to blame!
Hi Elhana.
"Some maybe but Eric Abensur did on a number of occasions visit the call centers and even listen to some of the calls sat right beside the agent taking them."
Yes our call handlers used to get these visits from upper managers, giving the impression of caring, sharing management.
The only thing being that the visits were pre-planned, usually to coincide with a quiet spell, where an unannounced visit or one at a busy stressful time would have produced a better impression of workload, employee stress, customer dissatisfaction etc.
I wonder if there were any noticeable improvements or anything done to improve customer / staff satisfaction after Erics visits ?
No I thought not! just like our lot, in one ear..................etc.
There rant over, we have now put the world to rights!
Easy way of obtaining their details inc of home address, signup for a 192.com account. It tells you their home address etc inc contact number, it does not break the law as it is a public record!
Joined: 02 Jul 2006Posts: 4Location: The wild west
Elhana wrote:
Some maybe but Eric Abensur did on a number of occasions visit the call centers and even listen to some of the calls sat right beside the agent taking them.
Sure the board could still be kept at a distance but I think they do know in general whats going on.
I wrote to Eric Abensur when I got nowhere with emails and telephone calls. My problem was sorted as soon as her received my letter, however, that was pre-change over to Orange. Who is the CEO now?
I wrote to Eric Abensur when I got nowhere with emails and telephone calls. My problem was sorted as soon as her received my letter, however, that was pre-change over to Orange. Who is the CEO now?
I don't know the details but I doubt he actually read the letter, probably by some higher up and then passed to CAT.
Anyway from the Orange website, after a bit of hunting...
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