Slack service a bugbear
Normally I take most things with a grain of salt. This is probably due to 30 years of seeing both sides of the story and trying to draw any argument to common ground. But bugger it – things have got under my skin and it’s my turn to vent.
First, somebody introduced me to the Queenstown Whinge Facebook page. Good lord, where do these people come from? Wherever it is they should get back there fast and the sooner the better. If you have got a problem with something go and talk to somebody who can do something. Or at least have the guts to put your name to it so I can take you seriously.
I’ve spent aweek in those ‘‘your call is important to us . . . but we are experiencing unusually high demand’’ type phone answering queues. But I know I’m not important. The organisations involved are simply transferring their costs to me; stalling me on the line because their time is more valuable than mine. For public agencies in particular, who are meant to be protecting the most vulnerable, withholding a friendly ‘real person’ to deal with is just plain wrong.
For several months now I have been fielding (no pun intended) calls from an organisation chasing my elderly mother to buy a personal medical alarm. Her answer is ‘‘my son handles all that’’. That’s fine but the repeated high pressure telephone calls are annoying. No matter how worthwhile the product, I find this sort of pressure applied to the elderly is pretty low. PS, it’s not St John.
I spent all day recently trying to ring Westpac in Queenstown who were too busy with customers to take answer their phones. I was trying to sort out a lost passport left in Greymouth by visitors who were departing Queenstown midweek. A giant ‘raspberry’ to the Westpac branch in Camp St and to the Greymouth branch who, having been asked to send the document to Camp St, sent it to Frankton. And a big ‘chocolate fish’ to the person in the Frankton branch who, having spotted the passport, let me know it was ready to be collected there. ◗ Duncan Field owns Limousine Services Queenstown, is a past chief executive of the Queenstown council and an occasional consultant.