tag:blogger.com,1999:blog-3993498847203183398.post8038774881049899701..comments2024-03-28T09:19:27.451+00:00Comments on RevK<sup>®</sup>'s ramblings: Apparently, getting fault fixed within the agreed time is only for "critical" customers.RevKhttp://www.blogger.com/profile/12369263214193333422noreply@blogger.comBlogger7125tag:blogger.com,1999:blog-3993498847203183398.post-33922123381542690922012-12-29T17:35:22.620+00:002012-12-29T17:35:22.620+00:00Appears that even a sub postoffice isn't criti...Appears that even a sub postoffice isn't critical http://www.bbc.co.uk/news/uk-england-tyne-20864667talldavekhttps://www.blogger.com/profile/15432867049795035549noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-59906809712074491252012-12-28T09:57:06.621+00:002012-12-28T09:57:06.621+00:00DSO is hard to automate - they expect some word do...DSO is hard to automate - they expect some word document to be filled in and sent off. Possible I guess.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-55286797590463109552012-12-28T09:56:42.755+00:002012-12-28T09:56:42.755+00:00We should try and work that one out.We should try and work that one out.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-5197844130478216742012-12-27T22:48:07.569+00:002012-12-27T22:48:07.569+00:00It would be interesting to see a statistic of how ...It would be interesting to see a statistic of how many times BT has been in breach of contract with you over the past year.admcdhttps://www.blogger.com/profile/17362291010055616793noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-7800652504838732352012-12-27T22:48:00.078+00:002012-12-27T22:48:00.078+00:00"Having said that if the customer is so criti..."Having said that if the customer is so critical I advised you to contact your CRM and who will in turn contact the DSO to get the issue resolved."<br /><br />Sounds like an explicit instruction to automate a system that contacts the appropriate CRM (via both voice and email) to escalate any case that hits the 40 (or other) hour limit to get it fixed (you could copy the DSO in if you have their details). boggitshttps://www.blogger.com/profile/14019016939005063064noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-64596829324072320802012-12-27T22:45:46.246+00:002012-12-27T22:45:46.246+00:00"Having said that if the customer is so criti..."Having said that if the customer is so critical I advised you to contact your CRM and who will in turn contact the DSO to get the issue resolved."<br /><br />Reads to me like an explicit instruction to automate the procedure so that all "important" customer requests are made to your CRM (and to shorten the procedure, the DSO) for all faults that approach the 40hr (or other) limit...boggitshttps://www.blogger.com/profile/14019016939005063064noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-15463860114731806762012-12-27T21:44:01.488+00:002012-12-27T21:44:01.488+00:00I agree that you have to go to the right person to...I agree that you have to go to the right person to get the right answer, and when there is such a structural problem in the company, the CEO must be the right person... But rather than buying shares, have you tried emailing the CEO?Chad Hhttps://www.blogger.com/profile/06466797076721870606noreply@blogger.com