When you know that a particular phone keeps crashing. When you go into your local O2 shop and the assistant tells you that there are problems, why, oh why when you ring the call centre do you have to go through all the pre-defined menus and be told (effectively) you are wrong?
This is not the way to handle the customer. And when you ask to speak to your technician's manager, why is he 'not available, but will 'ring you' back'. But does not. What is their problem? Never deny a problem. Own it, apologise and do something about it. And O2 you are certainly big enough to be able to do that. You ought to be brave enough, too.
Are your clients getting the responsiveness they need? Would you know if something were wrong? And how quickly could it be handled?
