Comments on: Telstra consigns nowwearetalking to the memory hole http://www.crikey.com.au/2009/09/08/telstra-consigns-nowwearetalking-to-the-memory-hole/ now with extra source Sun, 12 Feb 2012 07:14:43 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Stilgherrian http://www.crikey.com.au/2009/09/08/telstra-consigns-nowwearetalking-to-the-memory-hole/#comment-36931 Stilgherrian Wed, 09 Sep 2009 00:19:41 +0000 http://www.crikey.com.au/2009/09/08/telstra-consigns-nowwearetalking-to-the-memory-hole/#comment-36931 <strong>@Bullmore's Ghost:</strong> I've heard from more than one person inside Telstra that Thodey's focus on customer service is genuine. Staff have been told they're empowered to figure out how to solve customers' problems. We shall see. It's a big ask in an organisation which... well, which hasn't necessarily worked this way in the past. @Bullmore’s Ghost: I’ve heard from more than one person inside Telstra that Thodey’s focus on customer service is genuine. Staff have been told they’re empowered to figure out how to solve customers’ problems. We shall see. It’s a big ask in an organisation which… well, which hasn’t necessarily worked this way in the past.

]]> By: Bullmore's Ghost http://www.crikey.com.au/2009/09/08/telstra-consigns-nowwearetalking-to-the-memory-hole/#comment-36918 Bullmore's Ghost Tue, 08 Sep 2009 13:17:53 +0000 http://www.crikey.com.au/2009/09/08/telstra-consigns-nowwearetalking-to-the-memory-hole/#comment-36918 I don't blame the current Telstra management for wanting to distance itself from Trujillo and Phat Phil. As a Telstra customer by necessity (not by choice) I hope that this response to a blogger by Craig Middleton ... "I’ve never seen Telstra so responsive and focused on the issue of customer complaints. David Thodey has given it immense priority." ... is more than PR spin. It is possible for large organizations to have an excellent customer service ethic, it just takes a CEO with a steely determination to change the staff culture from top to bottom. I don’t blame the current Telstra management for wanting to distance itself from Trujillo and Phat Phil. As a Telstra customer by necessity (not by choice) I hope that this response to a blogger by Craig Middleton …

“I’ve never seen Telstra so responsive and focused on the issue of customer complaints. David Thodey has given it immense priority.”

… is more than PR spin. It is possible for large organizations to have an excellent customer service ethic, it just takes a CEO with a steely determination to change the staff culture from top to bottom.

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