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5th December 2018, 18:50 | #21 |
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5th December 2018, 19:02 | #22 |
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This tripe of not contacting the CEO is rubbish. How can it possibly increase costs. CEO' s are ultimately responsible for everything that goes on. The buck stops there. Do not hesitate to contact them
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5th December 2018, 19:31 | #23 | |
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opps yes you are quite right I'd forgotten service providers. see what a year out does. I apologise You do indeed ring your service provider to report a fault but if not repaired no harm in contacting the Openreach CEO. macafee2 |
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5th December 2018, 19:32 | #24 | |
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Contacting the CEO can provide that key individual with the reality of the situation he or she may be isolated from. I can seriously see no good reason to keep them in the dark about the genuine reasons you are dissatisfied with the service their company is providing. |
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5th December 2018, 19:35 | #25 |
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5th December 2018, 22:34 | #26 | |
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“I respond personally to customers for two reasons,” says BT CEO Gavin Patterson. “Firstly, because I want to set the right tone – customers pay our salaries and dividends, and without them, we haven’t got a business. As CEO you can say that, but unless you act on it people don’t believe you. Second, customer emails are also a source of insight into what’s going on in the business. I’ll spot trends I haven’t necessarily been told about or other people haven’t noticed. “It’s very easy for people in senior positions to become detached. In as many cases as I can, I’ll personally reply, acknowledging the complaint and forwarding it to the right person to ensure it gets fixed. You have to have a tough skin – I treat aggressive, swearing emails no differently. If there’s a problem, we’ll aim to fix it as fast as we possibly can.” [email protected]. |
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6th December 2018, 08:14 | #27 | ||||
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I am happy for an individual to have the opinion that my opinion is tripe. But, it would help if they were to actually read my expressed opinion, which was Quote:
It is often the case in organisations that some people will always escalate to the top of the management chain to get what they want. When that has happened to me, I have always taken pleasure in pointing out that their action was a strong indication of their inability to influence people positively and was thus a failure on their part. Suffolk is far enough to be safe! |
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6th December 2018, 08:21 | #28 |
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As for going to the CEO after just one engineer visit, personally I don't think it would ever be justified.
Now that all depends on what happened on that visit doesn't it. If the customer was left very dissappointed, no matter how many visits one is perfectly justified to contact the CEO. My main point was your claim it increases costs to which I haven't seen any evidence. Reading the entire thread most agree contacting the CEO is a good idea. I rest my case |
6th December 2018, 10:24 | #29 |
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Ongoing saga,tried speed test this morning 44mps,pleased with that. Tried again 2 mins ago,17mps,flashing router lost connection and message "Your connection is not private."
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6th December 2018, 10:27 | #30 |
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Complaints are a good thing
A company can learn what is going wrong and put it right. That saves money
Where service is so bad that a letter to the CEO is justified then any competent person, CEO or otherwise, should be able to see that if a systemic problem within the organisation gets sorted, then the savings to that organisation will be substantial. A complaint is an opportunity to learn and to improve. Keeping the lid on complaints is toxic. A huge mistake. |
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