Just can't get the staff these days

Nebulous2

callum9999 said:

1spiral said:

Although I agree with all the reasons above, it still makes them look very unprofessional which is not a description that most companies, let alone banking services would like to have labelled against them.

Also we're not talking about the body of the text here but the specific fact they are trying to get across. If there is one error on these emails they don't want to make, it's the date and that's the mistake all of them made.

I feel like you'll be surprised how few people notice these errors and of them, how many care.

The person who took over marketing at my old company made a mistake on virtually every single marketing email. Of the hundreds of people calling in response to those emails, I don't think a single one picked up on the mistakes. 

In general terms, across the piece, in more or less every sector, customer service has dropped off a cliff. 

I think I've switched off caring as a means of self-preservation. What comes to mind for me is:-  "Pick your battles."  



In my last job we got a new head of complaints. He was very well qualified, very inciteful in his approach to dealing with complaints, and made a useful contribution to our organisation. One afternoon he sent draft complaints guidance for staff round the office. I began to read it, and couldn't believe the mistakes in it. 

Eventually there were only the two of us left in the office and I approached him to point them out. 

He was apologetic, said the leaflets had already been printed, so it wasn't a draft at all, but he clearly didn't see much responsibility for himself. Admin had checked the document, it had gone to senior management for approval, and he couldn't understand why I was the only person to point the mistakes out. 

That was a wake-up call for me. People sharing drafts for comments were going through the motions, didn't really want comments, and why should I bother if no-one else did? 

In a recent trip to a restaurant customer service was dire. Ours was mainly ok, but the service other people received was abysmal. Despite a lot of staff,  and a lot of empty tables, two couples arrived and left after waiting for a prolonged period of time without anyone speaking to them or showing them to a table. This penetrated my cloak of 'don't care' and I found myself getting annoyed on behalf of other people.  The next single guy stood for over 5 minutes and I called a passing member of staff to point out that a potential customer was waiting. 

I posted a review, gave my experience, and would previously have expected the senior management to be all over it, replying to my review, trying to learn lessons, and do some damage limitation. Instead it simply disappeared into the void. 

Theleak250

One of the ATC meltdown the other month I think where all the flights were suspended, was apparently because someone doing the update was working from home. Certain jobs really should be banned from WFH. However I feel we are still in a transitional period.

I have seen it with nearly all banks, where small mistakes have been made, documents refer to other documents that never arrive, letters arrive late or say something different to an email. It’s all automated crap. I’d happily pay monthly to get better service, but it only seems to be private banks which are remotely interested. Generally vital systems have protections around them and procedure should prevent such things having major impact, but things like customer letters I doubt they care much. 

surreysaver

And those that are competent and care, are left with a too high a workload to be able to do their own jobs properly, and get branded 'negative' when they raise comments