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Question of the Day: Which is the most hair-raising South African mountain pass you've driven?
Technology can level the playing-field at work
- Thread starter rpm
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LifelongGamer
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Very interesting article. I must say, the news represented on MyBroadband / MyADSL is certainly going from strength to strength lately.
Anyway, it would really beneficial to both consumers and Telkom is they woke up from the dark ages and started implementing policies as outlined in this article. Imagine not having to wait till the next day to speak to the 'correct' dept, only to end up being referred around in circles as each subsequent person you spoke to shifted / avoid ownership of the issue. If more staff / techs were empowered to operate outside of conventional business hours - which makes sense in the telecoms industry, which provides services that is used 24/7 - then installations, fault repairs and even helpdesk functions could be accesible any time of the day and night. Naturally work done in odd-hours would naturally have to be compensated for - but such is the price for providing a truly customer centric approach to running a business in the digital age.
Anyway, it would really beneficial to both consumers and Telkom is they woke up from the dark ages and started implementing policies as outlined in this article. Imagine not having to wait till the next day to speak to the 'correct' dept, only to end up being referred around in circles as each subsequent person you spoke to shifted / avoid ownership of the issue. If more staff / techs were empowered to operate outside of conventional business hours - which makes sense in the telecoms industry, which provides services that is used 24/7 - then installations, fault repairs and even helpdesk functions could be accesible any time of the day and night. Naturally work done in odd-hours would naturally have to be compensated for - but such is the price for providing a truly customer centric approach to running a business in the digital age.