It’s zero points for service, buddy
WE are constantly told that thanks to technology, we are living in an ever shrinking world and that centralising business operations is the key to good service – communication being at the very heart of this ethos.
Sadly, this is not my experience. My daughter’s phone was stolen Friday evening. The phone was a birthday gift from us and the contract is in her father’s name.
We contacted O2 to have her phone switched off and were told, via a live web chat, that there was no problem obtaining a new sim. They offered to send one out but, when asked, they said we could also pop into a store and the staff there would be able to sort it out – so far, so good.
My daughter is away at university. She went to her local store where she was given a new sim and was then told that her father would have to contact the call centre who would then activate it for her. Not a problem, we thought.
The man at the call centre said he couldn’t help. We would have to go to the store where she obtained the sim – nearly 200 miles away. We asked to speak to a manager and we were put on hold and then cut off. This happened three times.
As someone who deals with the public every day myself, I am well aware of how annoying, awkward and demanding we, the customer, can be, but there are times when, in the interest of good service, a call should be put through to a manager or supervisor to deal with – OK ‘buddy’.
May I suggest that O2 reviews how it trains its call centre staff and to remind them that their customers are not their ‘buddy’ and certainly not when the service they are receiving is not the best.
Your saving grace, from our point of view, has been your store staff in our city centre – just as well, wouldn’t you say, ‘buddy’?
Farce of aldermen
DOES Sunderland need aldermen? Let’s look at some of the past achievements these distinguished elders are responsible for.
How about the £1m fountain, one of the biggest follies in the city, with the possible exception of the iconic bridge? What about the Metro line that ends halfway to Washington? The barren wastelands around the town where council houses used to be and the 10-year Vaux site saga?
The only reason I can see to having aldermen is if they could help the destitute and the elderly.
There should be no such thing as a free lunch.
Picture Gilley Law
A WHILE ago I asked for photographs and newspaper articles relating to the time the Gilley Law estate was built through to its demolition.
I would like to thank Les Scott, a former councillor for the area, for all the items he so generously provided. However, may I again ask if anyone has any more photos? I would love to copy them to add to my collection.
If you can help, email me at email@example.com.
A sober future
I HEARD on the radio that Liverpool is trying to change its image.
It seems people are starting to open up no alcohol pubs.They keep the same hours as a pub, have television for footballers and possibly games such as dominos etc. Only the drink is different – coffee, tea and soft drinks.
It seems to be catching on with old as well as young, like students who want to just sit and read or discuss their learning, have something to eat and drink and go home sober.
Lots of people sit at home alone. Now they can go somewhere and possibly make new friends and chat with no drunken brawls.
People may want somewhere different to read the paper, a book, laptop, with a snack and simple drink.
Maybe libraries could be run in a similar vein. It might help to keep them open. People can safely drive to these places, and drive home again.
Discussions will happen, maybe arguments, but sober arguments, no breaking everything in sight to prove a point. It must be cheaper and maybe healthier in the long run. A new future?
Mr J A Stott,