tardtasticx:

 

Crazy how many of these posts there are lately about Vodafone. They never learn. 

 

i gave them up years ago.  😁

quickymart:

 

I should point out that my criticism is not directed at Jason personally - I don't remember ever seeing John Fellet in here to answer queries about Sky (for example) and it's awesome the CEO comes on here to assist (like I said, I'm sure he has plenty to worry about at the moment), but I guess my point is if Vodafone had the right people answering the phones who were helping customers (rather than just endlessly transferring them) and were familiar with the processes and would do everything in their power to assist, he shouldn't need to come on here to help people. It's great that Jason does it, big ups to him - but if the company was functioning well and CSR's were doing what they were meant to do, I guess I'm trying to say that he shouldn't have to...if that makes sense?

 

It does. Equally changing a large organisation doesn't happen overnight. It takes time. If the same horror stories are around in 2 years time it's a different story but for now there appears to be a will to do things differently.

Handle9:

 

quickymart:

 

I should point out that my criticism is not directed at Jason personally - I don't remember ever seeing John Fellet in here to answer queries about Sky (for example) and it's awesome the CEO comes on here to assist (like I said, I'm sure he has plenty to worry about at the moment), but I guess my point is if Vodafone had the right people answering the phones who were helping customers (rather than just endlessly transferring them) and were familiar with the processes and would do everything in their power to assist, he shouldn't need to come on here to help people. It's great that Jason does it, big ups to him - but if the company was functioning well and CSR's were doing what they were meant to do, I guess I'm trying to say that he shouldn't have to...if that makes sense?

 

 

It does. Equally changing a large organisation doesn't happen overnight. It takes time. If the same horror stories are around in 2 years time it's a different story but for now there appears to be a will to do things differently.

 

This sort of chaos has been around ever since VF bought TCL though, that's coming up to 8 years.  I suspect that a lot of the issues would/could have been resolved if Vodafone had made investment in the rationalisation of billing & provisioning systems and backend processes.  Instead they were more focused on looking funky, and spending money on sales, marketing and developing 'contemporary products'.

Not sure if Rusty Stanners was aware of the sort of frustrations that VF's customers suffer(ed) and chose not to address them the same way Jason does (albeit just with sticking plasters at the moment), or if the people lower down the foodchain simply didn't make him aware of these.

1cloud:

 

tardtasticx:

 

Crazy how many of these posts there are lately about Vodafone. They never learn. 

 

 

 

 

i gave them up years ago.  😁

 

It's fair to say that our industry sets a low bar....we are working hard to turn things around

floydbloke:

 

Handle9:

 

quickymart:

 

I should point out that my criticism is not directed at Jason personally - I don't remember ever seeing John Fellet in here to answer queries about Sky (for example) and it's awesome the CEO comes on here to assist (like I said, I'm sure he has plenty to worry about at the moment), but I guess my point is if Vodafone had the right people answering the phones who were helping customers (rather than just endlessly transferring them) and were familiar with the processes and would do everything in their power to assist, he shouldn't need to come on here to help people. It's great that Jason does it, big ups to him - but if the company was functioning well and CSR's were doing what they were meant to do, I guess I'm trying to say that he shouldn't have to...if that makes sense?

 

 

It does. Equally changing a large organisation doesn't happen overnight. It takes time. If the same horror stories are around in 2 years time it's a different story but for now there appears to be a will to do things differently.

 

 

This sort of chaos has been around ever since VF bought TCL though, that's coming up to 8 years.  I suspect that a lot of the issues would/could have been resolved if Vodafone had made investment in the rationalisation of billing & provisioning systems and backend processes.  Instead they were more focused on looking funky, and spending money on sales, marketing and developing 'contemporary products'.

 

Not sure if Rusty Stanners was aware of the sort of frustrations that VF's customers suffer(ed) and chose not to address them the same way Jason does (albeit just with sticking plasters at the moment), or if the people lower down the foodchain simply didn't make him aware of these.

 

 

 

Hi team. It's as much my role as our CSR's (probably even more) to ensure that our service levels are best in class. Three approaches are required 1. when we have a fault, we need one person in the organisation to own it until it is resolved 2. we need to remove the route causes of the issue in the first place so it doesn't happen again and 3. all new products/services/experiences need to be designed brilliantly so they work first time.

 

 

 

It's true that we have a huge amount of complexity in the business as we have grown through acquisition (Ihug, Telstra, World Exchange, Farmside etc) and haven't spent the time or money (until now) on integration of all of these different customer relationship and billing stacks. We are onto it!

 

 

 

JP