Like everyone, I’m forever having problems with my internet service.
You would think that in London, in the 21st century things would work properly. You would be wrong…
I’m sure the problems I am having would be the same if I would change my service provider.
That said, it still is frustrating…
Virgin Media has two customer support offices: One in Scotland (or North England), and one in India.
I’m not going to rant about the level of customer support, or make fun of the accents.
The issue is around the way they try to solve a problem. The process of dealing with an unsolvable bottleneck.
It seems that Virgin Media doesn’t have one approach to dealing with problems.
If you ring during the day, you get the Scottish team.
* If they can’t help you – the say so.
If you ring during the night, you get the Indian team.
* If they can’t help you – the will try to pass the blame on to someone else.
I know it is a cultural issue, and I know both teams are trying their best, but it seems that the Indian team are achieving opposite results.
I need to know if the problem cannot be solved. I’ll be angry, frustrated.. but at least I know there is nothing more that I can do.
Blatant truths solve process problems
The reason – It releases uncertainty, which is a major bottleneck in any process.
The solution – If you can’t solve the problem – state it out loud.
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Disclaimer: The views expressed in this blog are strictly my own, and do not necessarily reflect the views of my employers or anyone else.