Lets for once tell it like it is
When XT was launched, it was 2 weeks late, and we still weren’t ready, the training we received just a few days prior to launch was abysmal.Even the trainer admitted this.
All teams that attended were vehemently opposed to it , all members of my team voiced their outrage, as did I
They could see what was going to happen.
Yet again ,those of us at the coal face, were going to be left without any real resources, apart from the marketing spin
No technical help was going to be forthcoming. None of any substance any way
I voiced my concerns as loudly as most, to be honest I was incensed at the way we were being treated, left to sink or swim and to face the ire of the public YET AGAIN
My reward for voicing concerns on behalf of the customer, potted to the site manager, by Owen the trainer
To quote MAY 2009
“Feedback from Owen regarding Pauls comments in w850 training session relating to our newplans on XT mobile network
These comments caused a chain reaction within team, undermining our new call plans and the teams perception of their value”
GO FIGURE OWEN.
No technical help was going to be forthcoming. None of any substance any way
I voiced my concerns as loudly as most, to be honest I was incensed at the way we were being treated, left to sink or swim and to face the ire of the public YET AGAIN
My reward for voicing concerns on behalf of the customer, potted to the site manager, by Owen the trainer
To quote MAY 2009
“Feedback from Owen regarding Pauls comments in w850 training session relating to our newplans on XT mobile network
These comments caused a chain reaction within team, undermining our new call plans and the teams perception of their value”
GO FIGURE OWEN.
OWEN, HIM SELF STATED:" NONE OF THE TRAINERS WERE HAPPY EITHER"
HE SET THE TONE OF THE MEETING AT THE OUT SET
Paul had stated
" He was disappointed with the new 850 plans .
Paul had stated
" He was disappointed with the new 850 plans .
He believes after all the training they had received in the last two months that the plans “let us down and that the only way to get customer to go onto them would be to trick them "
“He was adamant that trying to explain the benefits of the new plans to customers will increase his talk time to a point where he only be able to take approx 8 calls a day”
"He stated that he will need to have his mobile targets lowered as the new targets will be that difficult to sell “
The outcome:
The Saturday it was launched approx 10,000 phones were sold, of which approx 20% error’ed out to the error stage and thus didn’t work
Yes some of us where on calls for up to 2 hours trying to fix faults ,we were flying blind.
“He was adamant that trying to explain the benefits of the new plans to customers will increase his talk time to a point where he only be able to take approx 8 calls a day”
"He stated that he will need to have his mobile targets lowered as the new targets will be that difficult to sell “
The outcome:
The Saturday it was launched approx 10,000 phones were sold, of which approx 20% error’ed out to the error stage and thus didn’t work
Yes some of us where on calls for up to 2 hours trying to fix faults ,we were flying blind.
Help, from team leaders was either nonexistent or useless ,we knew more than them.
Some poor customers after spending $100’s on a phone then had to wait a week before it was working !!! compensation? your kidding right
What really pissed me off that I had inside knowledge that this was going to be the case ,the specialist group that where setting up all the protocols, knew days if not weeks before that there were issues but nobody was listening. No one had the balls to challenge marketing.
Most of our team leaders lacked the courage ,integrity or brains to challenge site management .
Site management lacked in the same way, and failed to challenge the National Managers especially Bridgette they were in fear of her and her aggressive management style
My reward for voicing concern
Well after being stabbed in the back by Owen( I was very hurt and disappointed by that I had held him in high esteem as he is very very good at his job unfortunately his mana is NOW diminished somewhat in my eyes ) although I am aware all trainer s where ordered by their manager at the time ,Bridgette to report any and all dissent so she could arrange for it to be quashed
I was just a bit antsy that although the whole team was expressing their disgust that I was the only one held to be held accountable for it. More evidence that I was being targeted
A final written warning
It is your responsibility to ensure that you fully participate positively in all training sessions, team meetings and associated events; you are to support your colleagues, your team leader and the trainer.
Some poor customers after spending $100’s on a phone then had to wait a week before it was working !!! compensation? your kidding right
What really pissed me off that I had inside knowledge that this was going to be the case ,the specialist group that where setting up all the protocols, knew days if not weeks before that there were issues but nobody was listening. No one had the balls to challenge marketing.
Most of our team leaders lacked the courage ,integrity or brains to challenge site management .
Site management lacked in the same way, and failed to challenge the National Managers especially Bridgette they were in fear of her and her aggressive management style
My reward for voicing concern
Well after being stabbed in the back by Owen( I was very hurt and disappointed by that I had held him in high esteem as he is very very good at his job unfortunately his mana is NOW diminished somewhat in my eyes ) although I am aware all trainer s where ordered by their manager at the time ,Bridgette to report any and all dissent so she could arrange for it to be quashed
I was just a bit antsy that although the whole team was expressing their disgust that I was the only one held to be held accountable for it. More evidence that I was being targeted
A final written warning
It is your responsibility to ensure that you fully participate positively in all training sessions, team meetings and associated events; you are to support your colleagues, your team leader and the trainer.
(Sub title. Dissent will not be tolerated, we have ways of making you comply. Accent optional when you say it out loud)
Well well well
Well I was in hindsight supporting my colleagues as they felt the same ?
Well well well
Well I was in hindsight supporting my colleagues as they felt the same ?
As for supporting the team leader and the trainer.
After helping Shaun run the team in his absence at times. helping him to become a reasonable salesman, where was my support.
And so we come to today telecom has finally got its systems running after phones have been out for close to three days
Last time not long ago (Dec 14 )it was traced to equipment in Christchurch this time Paul Reynolds has stated it is equipment again
Telecom has got egg on its face all over again I pity the poor reps at the coal face
All because management are sycophants protecting their K R I ‘s and K R A.,s their yearly bonus’s to speak up ,too frightened to tell management ,that fuguratively speaking
And so we come to today telecom has finally got its systems running after phones have been out for close to three days
Last time not long ago (Dec 14 )it was traced to equipment in Christchurch this time Paul Reynolds has stated it is equipment again
Telecom has got egg on its face all over again I pity the poor reps at the coal face
All because management are sycophants protecting their K R I ‘s and K R A.,s their yearly bonus’s to speak up ,too frightened to tell management ,that fuguratively speaking
"The emperors has no clothes"
The last corporation that relied on data rather the human Intel, was the C I A ......AND THAT COST THE WORLD THE TWIN TOWERS, but hey...these are just "ivory towers" , and those in residence (currently).
The last corporation that relied on data rather the human Intel, was the C I A ......AND THAT COST THE WORLD THE TWIN TOWERS, but hey...these are just "ivory towers" , and those in residence (currently).
Glass house for rent? (with free stones.)
To all
This blog has been in play for some months to gain the full story go to left hand side go to bottom post and read upwards
Current telecom participants
Bridgette Dalzell current head of outsourced customer care at telecom New Zealand whom is Michelle Young's direct report at time of incident
Michelle Young call center manager Hamilton call center, whom is Shaun Hoults direct report at time of incidents
Shaun Hoult team manager weekend team Sat-Tues Hamilton
Iain Galloway HR representative spends a lot of time in Hamilton
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