Yes, agree wholeheartedly with this, although some big companies are much better at this- Octopus are pretty good for example. Maybe the CEO sets the tone? I've never heard the names of anyone at the top of BT that's regularly on the news
So very true. It's when you actually get to deal with a properly human, responsive customer service function that it brings home what a rare experience that now is.
I do agree, but it is possible to do mass communication in a way that builds trust. We have YouFibre for internet at home. A while back, there was an outage. They texted to say there was a problem, what they were doing, when they hoped to have it restored, and basically kept people up to date while acknowledging the inconvenience and not trying to hide away from it. The outage actually turned out not to be their fault, but an errant digger; either way, it struck me as really good communication.
Yes, David Landon Cole’s guest post properly and helpfully explains (and ideally has in fact fully resolved) the entire situation. We in your audience would not have, except for his detailed analysis, have fully understood: a) what actually occurred, & how and why; b) that all is well and in order regarding the immediate concern; and c) ways that tiny missteps generally, can cascade into lowering trust throughout society. (His letter required effort to bring into focused understanding and ease of acceptance, what happened, and how to go forward, building higher society trust than was extant ante. He is fulfilling the duties of his office, with unusual effectiveness and aplomb!) In another circumstance, it might only be wished it were perhaps possible for him to be able to accomplish through a shorter (more pithy) analysis and explication, though here, the major and second-order values to be achieved were first the understanding and resolution of how people were feeling at the immediate situation, but in the long term and perhaps even more importantly, how to promote the conditions for having even more trust in our larger society. (This writer hails from California in the United States, and has enjoyed speaking well of David’s excellent resolution achieved in this case in particular. 😊)
A sloppy, poorly-worded statutory letter from the infrastructure project I worked on caused 312 homeowners to panic and mistakenly believe their homes would be Compulsory Purchased.
Yes, agree wholeheartedly with this, although some big companies are much better at this- Octopus are pretty good for example. Maybe the CEO sets the tone? I've never heard the names of anyone at the top of BT that's regularly on the news
I think YouFibre do well, too
So very true. It's when you actually get to deal with a properly human, responsive customer service function that it brings home what a rare experience that now is.
I do agree, but it is possible to do mass communication in a way that builds trust. We have YouFibre for internet at home. A while back, there was an outage. They texted to say there was a problem, what they were doing, when they hoped to have it restored, and basically kept people up to date while acknowledging the inconvenience and not trying to hide away from it. The outage actually turned out not to be their fault, but an errant digger; either way, it struck me as really good communication.
Yes, David Landon Cole’s guest post properly and helpfully explains (and ideally has in fact fully resolved) the entire situation. We in your audience would not have, except for his detailed analysis, have fully understood: a) what actually occurred, & how and why; b) that all is well and in order regarding the immediate concern; and c) ways that tiny missteps generally, can cascade into lowering trust throughout society. (His letter required effort to bring into focused understanding and ease of acceptance, what happened, and how to go forward, building higher society trust than was extant ante. He is fulfilling the duties of his office, with unusual effectiveness and aplomb!) In another circumstance, it might only be wished it were perhaps possible for him to be able to accomplish through a shorter (more pithy) analysis and explication, though here, the major and second-order values to be achieved were first the understanding and resolution of how people were feeling at the immediate situation, but in the long term and perhaps even more importantly, how to promote the conditions for having even more trust in our larger society. (This writer hails from California in the United States, and has enjoyed speaking well of David’s excellent resolution achieved in this case in particular. 😊)
A sloppy, poorly-worded statutory letter from the infrastructure project I worked on caused 312 homeowners to panic and mistakenly believe their homes would be Compulsory Purchased.
That was a stressful month at work...