Customer ‘don’t care Services????

Customer ‘don’t care’ Services

 

Aaaaaarghhhhh…….over the break I had the please of dealing with a private sector organisation as my phone line went dead before Christmas.  I am really, really sensitive about customer services now particularly as it is something Future Shape has identified as some thing that needs to be  improving.

We are being told we need to compare ourselves with the private sector as they set the new standards……I can’t speak for anyone else but I have not been impressed by customer services for some of the biggest providers in particular, the public utilities that used to be under public ownership but have now been sold off to large multi national companies based outside the UK.

I had to ring a 0845 number with my mobile, which concerned me and I had to make several calls all of which ended up in me hanging u p because I was going mad listening to the background music! 

I am sure this is familiar experience for many of you:

Press 1 for ……….

Press 2 for…………….

Press 3 for …………….

Press 4 for…………….

Thank you, in order to help us (?) help you please choose from the following

Press 1 for ……….

Press 2 for …………..

Press 3 for ………………………..

Thank you, we really want to help you, but first can you check you have done the following,

To help us (?) help you please choose from the following

Press 1 for …….

Press 2 for……

Press 3 for……

Or hold and a customer services operator will deal with you shortly……

Next you hear these dreaded words…

“We are experiencing high volume of calls and waiting times could be up to 30 minutes………in the meanwhile…….why not listen to some music while you wait….”

To listen to classical music Press1

To listen to jazz music Press 2

To listen to drum & bass music Press 3

To listen to easy listening music Press 4 

I eventually spoke to a real human being after choosing the option I was interested in purchasing their service (a potential new customer). 

Two visits from an engineer later I now have my phone back and a promise that I will not be paying for my phone for the next two months. I also took the opportunity to provide feedback on their customer services. I pointed out that all I want is a number to ring. I want someone to pick up the phone and sort my problems out. I added that I don’t want or like pushing option buttons and to be honest I have not met anyone who thinks this is good idea. My question is what customer feedback determined this is what we wanted? I have never been asked if I want this sort of customer service and that is for all services I pay for in the private sector. 

I ask this question knowing that this year will see the creation of a Customer Service Organisation see page 99 of the Future Shape Cabinet report

http://committeepapers.barnet.gov.uk/democracy/reports/reportdetail.asp?ReportID=8580

I have been asked by council staff

“Which services or staff will be going into this Organisation?”

I don’t know. I am expecting a meeting to be arranged to discuss sometime soon, but I would guess it could mean all staff who deal directly with customers/residents/citizens for their service. This obviously has implications not just for those staff but also for the service they leave.  

Lots and lots of questions which I hope we will be able to work through this year……………….

For those of you interested in this issue here are few links

1. Guardian

http://www.guardian.co.uk/commentisfree/2009/jul/07/steve-bundred-public-service

2. Video’s

http://www.thesystemsthinkingreview.co.uk/index.php?pg=18&backto=1&utwkstoryid=177

Do you need to outsource?

http://www.youtube.com/watch?v=558zb9ihT1E&feature=related

Downside of outsourcing

http://www.youtube.com/watch?v=FJa7ZMs7KSg&feature=related

 

Copenhagen…NEWSFLASH! The world is flat…..?

Remember you heard it first from our Barnet UNISON international reporter Hands Christian Anderson live from the Copenhagen talks.

Apparently Barack Obama is flying in today to seek an urgently remedy in case the western seaboard of the United States literally falls off the map!

‘World is flat experts’ the Grimm brothers speculated whether the arrival of Barack would mean a fairytale ending for the talks in Copenhagen!

Barnet UNISON hopes world leaders do come to the senses and come to a fair and genuine agreement over Climate Change which will make a difference to people’s lives across the world.

Barnet Sheltered Housing residents win Judicial Review

BARNET Council failed to comply with disability law when it decided to cut sheltered housing warden services, a High Court judge has ruled.

 

“Sheltered housing residents brought a judicial review in the court in The Strand on December 2 and 3, in a linked case against both Barnet and Portsmouth Councils. “

To read more click here

http://www.times-series.co.uk/news/topstories/4795829.Warden_cuts__Council_did_not_have__any_or_sufficient_regard__to_impact_on_disabled/

and here in the Guardian

http://www.guardian.co.uk/society/2009/dec/15/high-court-council-warden-ruling

This is a demonstration to those in the Apathy Party who say there is no point doing anything there is nothing you can do. We still live in a democracy, we can still largely speak freely and organise opposition to proposals. Residents along with Barnet Community Campaign and Barnet Trades Council which includes the local council trade unions have been actively campaigning for this service since the decision to delete the service was made in the budget proposals early this year.

 

What it will mean for residents, staff and future of the services will be dependent on what Barnet do next. As the Council were reported in the article above as saying this raises “profound issues for the working of local government”.

 

A decision to Appeal is being considered, I have no doubt the cost of funding an Appeal will be carefully looked at especially at a time when public spending is under ever increasing public scrutiny.

 

We will be keeping our members posted on any developments. 

 

“Save our Wardens…Save our Wardens…….Save our Wardens…..”

Who are the English Defence League?

On Sunday I attended a demonstration outside a Mosque near Harrow Civic Centre. The reason, to oppose plans by the English Defence League (EDL) to intimidate Muslims going to the Mosque.

Who are the EDL?

Well, in my opinion they are a ‘football hooligan’ unofficial arm of the BNP. It would not surprise me to learn that those in the EDL are also in the BNP.

The BNP have decided that they need to look address their image in order to appeal to voters, so this sort of thuggery would be bad for votes. So we have the EDL.

The turn out from across London on a very, very cold Sunday afternoon was fantastic and a big thanks needs to go out to those organisers.

Whilst the turn out was good, what was worrying was the official response I have been hearing to the EDL is to stay at home if they target your place of worship in order to avoid any incident.

I think this is a dangerous strategy which appears to allow these thugs to dictate when and where citizens can go to worship. I thought to myself, what if they had targeted St Paul’s Cathedral, would the advice to the congregation been to stay at home? I would suggest not, so why should Muslims in Harrow feel they need to hide away. We need to send a message to all faith groups that they have our support and should have the right to attend their places of worship without fear of intimidation.

As a Trade Union it is important that we are rooted in our communities and understand our members represent a broad cross section of faiths.

How to deal with EDL, BNP?

It would be foolish to think that by calling then Nazi’s (some of them were Seig Heiling today)

They are much more sophisticated and have recognised that mainstream politicians have lost the confidence of the electorate.

We need to address the issues that the likes of the BNP try to monopolise with sound bite outbursts.  

Today I saw them use the Israeli flag it is obvious they are trying to divide communities. It was good to see a Leader from the Jewish Community stand up and condemn them for using the Israeli flag and promote inter faith cooperation.

I think today was a warning to all our communities of what is to come in the run up to the national and local elections.

Nick Griffin is standing in Barking & Dagenham and I believe this will be signal the start of a London wide campaign to elect as many candidates as possible across London 

We need to organise quickly across trade unions, faith groups and local& national politicians.  

Unfortunately I don’t think this will be the last time I will be attending one of these rallies on next time I hope some of Barnet UNISON members may want to join me?

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