🚀 go-pugleaf

jborynec@agt.net (Jim Borynec) wrote:

>Have you ever worked at a telco?   It is a staggeringly complicated
>business.  Telco employees react to this complexity by putting things
>in compartments and then ignoring everything that is out of 
>their compartment.  It's not that they are evil, incompetent or
>negligent, simply that there is too much stuff to know.
>
>This means that a telco only sees what it is looking at.   In terms
>of process, I assure you that Bell has processes for training, audits,
>
>and other processes.  But the central problem is untouched:  there
>is simply too much stuff to know.

Gee, Jim, I really hope the airlines don't start using this excuse! 8-)

I don't buy that there's "too much to know"--but perhaps you've given us 
some insight into the problem.  Maybe Bell sales staff are *expected* to 
have too broad a range of familiarity with products/services at the 
expense of depth of familiarity.  Or perhaps there are no effective 
channels for connecting consumers with someone who has the specialized 
knowledge to meet their needs.  Both would indicate a management problem.

Recently, I received some marketing materials on a new Bell service. I 
had some questions so I phoned up Bell.  The first two people I talked to 
had no clue what I was talking about.  The last one finally got back to 
me, hours later, but still wasn't able to answer any of my questions.  
The best they could do was to fax me materials that I already had and 
that didn't address my questions! The new service might well have been a 
better solution for me than the one I wound up going with.  The company 
sent me some very expensive-looking collateral.  How regrettable for us 
all that we weren't able to connect!

-- 
.Christine..
For a good time, Skydive Gananoque! 
http://www.perfect-matrix.com/gspc.html

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