I heard Paul Reynolds on the National Program (Radio) this morning, explaining away the lastest woes of Telecom. Yesterday's Herald article explains the problems.

This morning Mr Reynolds announced that a new incentive scheme for senior management will be introduced. What is exciting about this is that it will be based around customer satisfaction, rather than numbers and dollars.

Congratulations Telecom!! If it's one area of your organisation that needs a serious overhaul it's customer service. This forum is full of tales regarding very poor customer service from the big T, lets hope that there is a rapid trickle down to the front lines (and there will be if management bonuses are dependent).