News, Insights and Stories from the Australian and New Zealand tech ecosystem.

Mat has a Rant …

I am currently in the process of moving house, now anyone would know that the act of moving alone is a crappy time consuming task on it’s own without the extra time and pressure of working full time and starting up a business – especially in the current climate.

Yesterday was the day that I decided to do the dreaded address change and service and utilities relocations – The bane of any movers existence. What I thought was going to be a quick easy task turned out to be a 3 hour journey. I first started with the electricity and gas, easy! – done in 6 minutes, placed everything on an automatic direct debit plan and now I don’t have to worry about it any more. Next was the internet and this is where I spent the rest of my day.

Coming from a telesales background and specifically one where I was dealing with telco and internet, I am extremely patient and understanding especially when it comes to dealing with new employees as the lady I happened to be speaking to was. Apparently there was a problem when it came to transferring my account, needless to say hours of horrible hold music and 3 different reps later, the outcome is now I won’t know whether or not my internet can be transferred for another 20 days!

Imagine if this was the internet that I relyed upon for my business! – Especially since one of the core componants of my business is over the internet… The problem though is nobody was able to give me an explanation as to why it would take 20 days to complete, though the time factor is extremely annoying – the thing that really gave me the shits was that nobody knew their products or why certain procedures were in place at the organisation.

When are companies that provide technology that help enhance our communication going to realise that they need to fix their internal communications with employees so they can give their clients an exceptional customer service experience?





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