Pluspunten
can not think of any.....
Minpunten
extremely poor/none existent training, unrealistic expectations when dealing with customers, empathy and compassion are NOT encouraged, any technical skill is especially discouraged, prefer email fixes than actually spending time expalining/discussing issues and FIXING the customer problems. Due to the many systems for provision and/or testingthat are used, selecting the correct system to use to test or report an issue is not just a minefield it drives the adviser to complete frustration. When dealing with the customer we are not allowed to adjust the conversation to the intellectual level of the customer, taking our time to explain the issues in lay mans terms so adding to the confusion of what is wrong and the customers feeling that they are being robbed/ripped off. education of advisers comes down to reading of 'training manuals' on the internal systems which are ok if you knew what they were talking about in the first place. all the systems and processes are set up to deal with customers in the shortest amount of time, fixing the problem is not an option, time is money and always blame someone else. The number of times I have argued with suppliers because they have not read the job note or test results properly leaving the customer, yet again, without service, trying to explain, without proper engineer notes, what has gone wrong.