Why Are Companies So Unreliable (not just in Thailand) ?

[Pilotman]

It would be difficult for me to remember any large company that has reliable, information, staff and customer service.  Today it was True Vision, who are truly appalling, yesterday it was Amazon,  but a few years ago, in the UK, it was BT,  Sky and the Utility companies,  virtually every company you can mention. What is it with these companies that they just cannot get it right?  It's not rocket science. Is it people that they staff their companies with?  Is it a lack of in house training, or just plain incompetence?  Maybe they are so big that they just don't care anymore. Untouchable.  

[statman78]

IMO it’s a combination of the people they hire and the people they deal with.  As a customer rep the person must deal with a lot of people some of which are very obnoxious. Some customer reps are also the same way and feel that the customer must be stupid.  For the most part I find that I generally get decent service if I am polite to the other person.  It doesn’t work all of the time.

[oompie69]

Only one reason for this: Bad management. 

[OneMoreFarang]

44 minutes ago, Pilotman said:

any large company

I think the important part is that you write about large companies.

Lets say i.e. a bank or a big online shop.

I had conversations with some very competent people on the phone and/or chat. But I also communicated with lots of incompetent people who didn't care.

How much does a person get paid in such a job? How many people are needed i.e. for a big bank? I guess many people and I guess they don't get top salaries. And often it's a <deleted>ty job! So many people call with so many problems which they could answer themselves if they would google it for a minute.

A MS Support manager told me a long time ago a big part of the callers are in the category RTFM (google it, it would be censored here)

 

Summary: It would be too expensive for big companies to hire and train all these people to a good standard. They might try, but it's almost impossible to do it right.

[Pilotman]

2 minutes ago, OneMoreFarang said:

I think the important part is that you write about large companies.

Lets say i.e. a bank or a big online shop.

I had conversations with some very competent people on the phone and/or chat. But I also communicated with lots of incompetent people who didn't care.

How much does a person get paid in such a job? How many people are needed i.e. for a big bank? I guess many people and I guess they don't get top salaries. And often it's a <deleted>ty job! So many people call with so many problems which they could answer themselves if they would google it for a minute.

A MS Support manager told me a long time ago a big part of the callers are in the category RTFM (google it, it would be censored here)

 

Summary: It would be too expensive for big companies to hire and train all these people to a good standard. They might try, but it's almost impossible to do it right.

but don't those people have enough self respect and pride  in themselves and their competence  to do their very  best that they can?  Apparently not in a lot of cases. 

[OneMoreFarang]

4 minutes ago, Pilotman said:

but don't those people have enough self respect and pride  in themselves and their competence  to do their very  best that they can?  Apparently not in a lot of cases. 

You answer your own question.

And in a way I understand that low paid people do just about what they have to do.

Because if they would be willing to learn and willing to do their best then they would not be low paid people and they would have a better job.

qed

[kickstart]

2 hours ago, statman78 said:

 For the most part I find that I generally get decent service if I am polite to the other person.  It doesn’t work all of the time.

I totally agree with you ,but only last night I had to phone a call centre in the UK ,keep on hold for 25 minutes ,then I had to phone my bank call centre ,on hold for 10 minutes then cut off ,had another  go, again on hold  for another 10 minutes .

All this does not put you in the best of mood when you eventually speak to an adviser, when you know why  the company is  using call centres , staff not trained properly ,cheap agency staff,  I have given up e-mailing UK companies ,just get no reply, comes under bad management category, all  for the  company to  keep costs down, keep the shareholders happy. 

And now with the new, well18 month old now, Data Protection,  even worse more paper work, more bureaucracy ,and more wrong information .

A couple of years ago I took out contract with a USA company ,online, a sports watching  company ,then I realized I made a mistake and had to ring they call centre up in the USA  ,I thought is could be fun , put 300 baht credit on the phone ,well the call centre could not have been more helpful , friendly staff, no kept on hold job done in 2-3 minutes ,the UK could learn a lot from them.

[CharlieH]

I came to the horrible conclusion that generally they couldnt care less, they will get the paycheck regardless of the outcome, and you as one individual dont matter.They follow pre written scripts and flowcharts. Box tickers who dont give a damn. I had an issue recently and the most frustrating irritating thing was the very poor English comprehension ?? Infuriating rewording and re-explaining things to get a nonsense answer from what appeared to be an African handling centre (judging by the names). I just gave up in the end. I think that is their objective to run blockage and diversion, not resolution.

 

Once a company gets over and above a certain size, individuals no longer matter and a take or leave it attitude prevails.