How about getting Lee on the CSC for day ?

I remember beta testing the Friaco service on dialup many many years ago and Lee was very involved in the customer feedback / support area then.

Obviously the company has grown dramatically since then but at the end of the day, your customer support is the public face of the company.

Maybe it's time that Lee spent a day in the CSC fielding customer calls and seeing just what we have to put up with - maybe then he will get a view of the customers frustrations.

How about a vote that Ian, Stewart, Dave, James & co can take back the results of ?

A 'back to the floor' day or week may not be a bad move and would help him see how things are at the 'sharp' end. I'm sure that a lot of feedback from customers and staff is fed back up the chain (and apparetly he still reads various forums) but there's no substitute for personal experience.

'feedback from customers and staff is fed back up the chain' - yes, but you find in so many companies people don't have the balls to tell the man at the top how it really is and many at the top simply don't believe how it really is.

I really think it would be a good idea.

In reply to:

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I'm sure that a lot of feedback from customers and staff is fed back up the chain

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Usually gets as far as the Team Leader and there it dies a death im afraid. I doubt it if Lee has heard a customer comment for a while that came via the CSC.

If dear Mr Strafford is anything like he was during his posting to Plunet customer-only newsgroups in the Friaco Fiasco days, late at night and maybe a little 'tired and emotional' after an evening on the company gin (note ye lawyers of Plusnet land - that statement is probably totally untrue and not to be taken seriously), I would keep him well away from customer facing positions.

There were several occasions where I for one had to ask him to tone down his language and go to bed.

I would repost those conversations but I threw my PC out of a third flor window when Plusnet cancelled my account for 'over use' (14 hours online a week?????)

I suggest everyone buys a single share in Plusnet plc, turns up to the AGM as you are legally entitled to, and gives the board/management hell.

he'd need to pre-book meditation classes to recover from the day it'd be such a shock to the system. I get the impression he's not the sort of guy who likes to be told whats wrong with the company anyway tbh.