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All Users - The Open Forum => Plusnet Customer Service Issues => Topic started by: Inactive on August 26, 2006, 01:49:11 am



Title: Voice of the Customer
Post by: Inactive on August 26, 2006, 01:49:11 am
Voice of the Customer.....  :cry:

Who writes this stuff?....sounds a bit like the " Ticket " that all of a sudden became some other daft title to me. I note that common sense prevailed on that tosh.

When will these people realise that all a customer actually wants/needs is someone with an ounce of brain to answer the telephone when they ring for help, not a constant merry-go-round of menu's.

Not too difficult surely.

I despair. :-(



Title: Re: Voice of the Customer
Post by: js on August 26, 2006, 09:16:11 am
Like it's suggested in another thread, something down the lines of "Customer Help Team" would surely sufficiently describe the team's function, if a name change is deemed necessary?

As for "Voice of the Customer", I think that it's inviting ridicule and the best thing that Plusnet could do would be to drop it before it becomes a reality.

It's far too presumptuous, in my opinion, for Plusnet to be styling themselves as the "Voice of the Customer" and rather than being seen to focus minds on the importance of the customers' voice, I think will be perceived by many as an arrogant self-appointment of themselves as the voice of the customer.



Title: Re: Voice of the Customer
Post by: Inactive on August 26, 2006, 10:48:47 am


As for "Voice of the Customer", I think that it's inviting ridicule and the best thing that Plusnet could do would be to drop it before it becomes a reality.





I couldn't agree more. Do these people not realise how ludicrous they make themselves appear to their customer base?

This one will surely come back and bite them where the sun doesn't shine.


Title: Re: Voice of the Customer
Post by: glloyd on August 26, 2006, 11:33:36 am
Reminds one of that comedy TV program some years ago where the character stood as a candidate for "The Voice Of The People".


Title: Re: Voice of the Customer
Post by: Assos on August 26, 2006, 11:37:39 am
VoTC is a bit of a silly name but to me it's not important. I reckon just as with questions they will continue to be called the comms team.

For me it's how the new team works that will count. I'm pretty sure they'll do a good Job; just look at the people in it; James, Ian, Dave, Mand, Bob Pullen, Luke Horwath and the as yet undisclosed individual...

If the team continues the excellent work of the comms team but with more of it the name is irrelavant to me.

However I think it may be meant to symbolise that the team is the voice of the customers within the company bringing issues to the attention of the people with power.


Title: Re: Voice of the Customer
Post by: glloyd on August 26, 2006, 11:47:41 am
A lot depends on what the VoTC are going to do. If the C/S was working as it should there should be no need for such a large group of people. If they are there to pickup complaints from the forums then the system of raising problems via the ticket system and telephone is not working. I'm finding hard to understand what PlusNet are trying to achieve to be honest. Far better in my opinion to have an efficient customer service than a large group  of people to pick up on complaints because it's not efficient. And I still think it's a damn silly name what ever it's going to do.


Title: Re: Voice of the Customer
Post by: ianwild on August 26, 2006, 01:47:39 pm
OK - The problem with this is you have a name and no other context. I concieved VOTC as a reflection of the internal job this team needs to do, and not as a way to change the view of us in the forums (Although it should be noted that the team operates as part of the CSC now, not marketing). At the end of the day, the job titles we use in public are not as important as the work we do, and personally I've always preferred to post without a job title anyway...

I'm going to ensure the VOTC teams remit is posted in full next week, and then it might make more sense - especially once the details of all the other changes in the business have been made available. You will see VOTC is one small part of something much wider and that the entire business is returning to a more customer focussed structure. More people are moving back into roles where they maintain direct contact with customers which has been something that has slipped recently. The VOTC team has a big responsibility to hold other departments accountable to maintaining that customer focus, and we will have a senior presence within every decision making group in the business. The idea is that we will work to firmly present the view of the customer in everything we do, and that view is the one we will derive from the various community forums we participate in.

All I can ask is that you wait and see the full picture before jumping to conclusions though really, and if anyone has any suggestions for a name that is going ot be better, please feel free to let me know (it's never too late to reverse such a decision). I was thinking about 'Community Support' myself as well, but based on how our new role will work, that really only discusses a very small element of what we do. It also sounds like we are policement... Comms did have to go as a title, because there are now four different teams who will come under the comms virtual umbrella in the new business organisational matrix and it just made life too confusing all round. We also used to suffer because people presumed that 'comms' was responsible for Internal comms, which could never have been the case.

....

Anyway, it's all looking quite interesting - I will be back later if you'd like to continue to the discussion!

Ian


Title: Re: Voice of the Customer
Post by: Inactive on August 26, 2006, 03:48:10 pm
Customer Service Team would sound more acceptable to me, that is what this new team are hopefully going to be doing.

VotC...get real :-o


Title: Re: Voice of the Customer
Post by: glloyd on August 26, 2006, 04:07:05 pm
Sounds good to me -, Far better than Voice of the customer, daft silly name sorry Ian.

What's more impotant however, is it's not yet another big promise job that get's no where and nobody see's any improvements.


Title: Re: Voice of the Customer
Post by: ianwild on August 26, 2006, 05:15:56 pm
There already is a CS team though, and as I've said, that isn't the prmary job here.

I see from the outside, with no explanations of what this is about, that it sounds odd. In the wider scheme of things internally it makes sense though... The folks in this team are there to think about and provide representation of what the community is saying, as well as working with people both inside the business and with you guys here. Internally there will be a whole heap of ways in which that is achieved -  describing that work as VOTC does make sense. The group also has a remit of providing a support service for the CS team and acting as a central conduit for internal problem handling and communication - Something we haven't been doing too well recently under the current comms structure.

I'm happy for VOTC to be kept as an internal name, representing an intiative we are taking to change the way the company thinks and acts. As I say, if we are there in the forums, with the stance we want to take and giving all the help we can, what we are called seems unimportant, but I will be happy to label this as something that makes sense to you guys if we can work out what that is (And that means it's got to be a name of something not already in use - I fully expect members of the Customer Service team to post in forums from time to time, but that's not us!)....

Ian


Title: Re: Voice of the Customer
Post by: LC100 on August 26, 2006, 06:20:42 pm
Hi

Quote
I concieved VOTC as a reflection of the internal job this team needs to do

Ian, the "Voice of the Customer" is also to me the most ridiculous thing I have heard.  If it's a silly internal name to help everyone feel part of a "special team" then please keep it internal. These daft team names being used inside PlusNet is bad enough, but expose them to your customers and expose yourself to ridicule.

I just sighed when I read it.  Doesn't PlusNet run this stuff by anyone, if you had you would have heard the same groans you are getting from around here surely?


Title: Re: Voice of the Customer
Post by: portmoak on August 26, 2006, 08:15:47 pm
I don't think that 'voice of the customer' has very much to do with things at all.

Customers want tickets. We get questions if you're persistent enough to find your way past the nonsensical commonsense hints and tips and so forth.

Customers want phone support. We get the opportunity to pay for hanging onto an unanswered phone for hours.

Cstomers want more CS people on the ground. We get CS layoffs and interesting new whimsies about VOTC.

It isn't that PN don't already know quite clearly what the customer wants. It's more along the lines of what the customers want isn't in the business plan so how does a new voice help exactly.

Fiddling while Rome burns.


Title: Re: Voice of the Customer
Post by: mrmojo on August 27, 2006, 12:18:40 am
I think the problem is that the silly voice of the customer title really sums up the problem with plusnet.

It sounds like something off a comedy sketch, yet plusnet don't realise this -- they are just that disconnected with reality.

I think someone needs to get outside of the reality distortion field within plusnet and realise just how bad the situation is.


Title: Re: Voice of the Customer
Post by: Inactive on August 27, 2006, 01:31:26 am
I think the problem is that the silly voice of the customer title really sums up the problem with plusnet.

It sounds like something off a comedy sketch, yet plusnet don't realise this -- they are just that disconnected with reality.

I think someone needs to get outside of the reality distortion field within plusnet and realise just how bad the situation is.

I fully agree with every single word of that post, sums the whole picture up in a nutshell.

These people just don't see it, the whole thing is crumbling at it's knees, and they are actually sitting around wasting time thinking this crap up.

They just cannot see how outrageous they look.


Title: Re: Voice of the Customer
Post by: glloyd on August 27, 2006, 01:54:49 am
Ian,

Those within PlusNet can't claim to be the Voice of The Customer what ever internal remit you have because you represent the company not the customers. You may be there to help customers but that's completely different. If push came to shove you would support the company because it's the company that employs you and pays your wages.

The only people who COULD represent customers and therefore be the voice of the customer would be a group of customers who are completely independant from PlusNet the company.

You could be the customer communications group i.e. communicate with customers and make sure the problems customers are seeing are dealt with either by customer service or if something that is more serious the correct management or department.

A thought how about Customer Standards Team or Customer Focus Team?


Title: Re: Voice of the Customer
Post by: NB on August 27, 2006, 02:11:59 am
Sorry Ian but I have to agree with everyone else.

"Voice of the Customer" is the sort of thing dreamt up by someone in Marketing.  And worth 10 points in a game of B******t bingo at a team meeting in most organisations.

It isn't short and snappy and a bit smug and patronising IMHO.  And when a comms sorry VotC person replies to a customer in a forum he/she is no longer being VotC but VoPN (Voice of PlusNet). 

How about "Service Representative", that way they can talk internally/externally without a change of title and everyone will be clear what their remit is from the title.


Title: Re: Voice of the Customer
Post by: Les on August 27, 2006, 03:44:04 am
Hi

Just my tuppence worth.

I see why everyone is upset at the name taken up by this internal group, but lets not forget, that is just a name.

If Plusnet management have determined to put things right, and have formed a 'task force' with that objective and full management backing and commitment then what difference does the name make? I worked for 40 years for an American company, and we constantly had various similat 'task forces' formed with certain objectives given to them *and* had the full backing/support and more importantly the *expectations* of the management to produce results. These 'task forces' all had what seemed laughable and sometimes just plain silly titles given to them. What mattered were the results. You could laugh til you fell down about the name, but if you laughed at the methods/instruction used/given by the 'task force' members or took their plans lightly etc etc - then you would likely not be working there anymore.

Some succeeded and some failed - but all were seriously trying to achieve an objective.

*If* Plusnet do manage to improve things then we will all benifit. I am really hoping that they succed as I too am close to looking elsewhere for a better service, but I appreciate the efforts made by the Plusnet management and staff in attempting to correct things *in any way* they can - attaching an amusing title to one part of the effort makes not one iota of difference to me - I wait with baited breath for the improvements.


Title: Re: Voice of the Customer
Post by: portmoak on August 27, 2006, 11:21:42 am
.... What mattered were the results. You could laugh til you fell down about the name, ....

You're right about results mattering. Is there any evidence of any?
I don't think it's so much that the 'Voice Of The Customer' is anything to laugh about, more that anyone should think that the voice of the customer was in any way a concern to anyone at PN at present. As I said earlier it's all about hammering out the PN line until we either accept it or go away.

The only certain thing as things stand is that unless PN change (and more back towards what they used to be) then they are certain to go away.

Oh well, I'm off on holiday again for a couple of weeks. Last time I came back to my email trashed. Wonder what's in store for me this time?




Title: Re: Voice of the Customer
Post by: ianwild on August 27, 2006, 04:35:51 pm
I've read the points and will spend some time considering them... The name is far from fixed in stone, although I'd still like to try it for a few weeks with the current plan, just because we have so much more to put in place in a very short period of time. CFT or something else like that might work, but I'm worried it doesn't explain enough about our remit and especially internally, this is important.

I reckon if I could explain a little more about what we will be asking these guys to do, then you could see how I arrived at this as an internal team name. We weren't taking this approach before, so to say you don't see a difference yet is unsurprising!

I think we all agree we want to get back to the way PlusNet was a couple of years ago. That was a time where, as a team, we were one of the most customer foccussed ISPs you could find. What I'm trying to do is scale-up some of the old ideas that I think were responsible for at least parts of our culture back in the day. Back then, we would have people from the customer facing environment who would input into, question and argue where required on every decision made in every area and about everything. This was the way the customers voice was always heard and it worked very well most of the time. Of course there were conflicts and mistakes, and there always will be. One place I think we've gone wrong though is that we lost the ability to find the right balance in our internal discussions, and also to really demonstrate our openness about those discussions in public. That is what our team will drive...

I think within the organisation now, especially under the new structure and with the new teams that will be in place, the right balance can be found again. We don't have to agree with the business where we see the business is doing something that doesn't benefit customers, and we have the responsibility to say so - That is different! While it is all something that will need a few weeks to bed in, and still needs a lot of work to get right, the chance we have to go back to the quality and customer focussed processes we used to have is one I intend to grab with both hands.

I'd like to ask people to give us a chance with this, at least until the remit is published, but I reckon this one could be a battle that it's not worth having. I do completely take the points made about votc and the apparent arrogance that goes with calling an internal team that, and while I'd like to have the opportunity to prove that there is some substance with the sizzle here, I can appreciate your views...

If anyone has more suggestions for team names, please keep them coming!

Ian


Title: Re: Voice of the Customer
Post by: SimonC on August 27, 2006, 04:53:49 pm
'Voice of the customer', hmmm to be honest it kinda reminds me of the old saying "The customer is always right", but clearly Plusnet do not always listen to the customer as times many when I've raised tickets with CSC you end up playing ticket tennis simply because the agent hasn't read the ticket correctly or in full.

I'm a long standing believer of a methodology called 'KIS' which some of you may have heard of but for those who haven't it means 'Keep it Simple'. Adopting strange names for what is effectively 'Plusnet Customer Support' is just adding to the confusion thats already plagueing Plusnet. Do yourself a favour guys and 'Keep it simple', fancy names mean diddly squat to the person trying to contact you. They just want whats written on the tin so to speak and thats assistance. There's no shame in just calling it Plusnet Customer Support or just PCS if you want abbreviations.


Title: Re: Voice of the Customer
Post by: ianwild on August 27, 2006, 05:26:28 pm
The thing there Simon is that there is already a PlusNet customer support team, and that isn't us! We don't have the job of answering calls and tickets, but we do have input into the teams that do, and promoting quality by highlighting and escalating issues like not reading tickets properly is very much part of the new role. That is one case where votc within our team fits well I think! Do you really think it is the policy of PlusNet not to read your ticket properly and give you a quality answer?

Of course, as we know from arguments on all the forums, PlusNet customers have varying views on many topics, and that demonstrates that not every customer can always be right. I think if we have a team who's job it is to come at things from a customer angle internally though, and input into decision making processes on that basis, then they should be called something that reflects that... Thats my whole point really - What we are called matters here internally, because of what we do and what we don't do. I don't think it matters as much to the outside world, except ultimately our approach should bring us closer to a collaboration in the forums between us and our customers, where the common goal is the same (ie improving the service offered). That has to be better than the conflict that has gone before, where the marketing team have got involved in what has gone on in the forums - That situation is no more and I'd hope the new team will reflect that sea change quickly.

The thing about listening to customers is interesting. There is of course a job in listening to a customer, and then after weighing up all the facts, working out whether we agree with them or not, or whether there is a compromise available somewhere. Those sorts of situations need to be handled better, and I believe it will be a votc like function that will make that possible.

Ian


Title: Re: Voice of the Customer
Post by: SimonC on August 27, 2006, 05:40:11 pm
The thing there Simon is that there is already a PlusNet customer support team, and that isn't us!

Bingo!!!

If Plusnet customer support is not customer support then why is it called so?

Remember...Keep it simple. Not only will your customers appreciate a simple approach to support without all the run-a-rounds they are currently having to endure, it will make Plusnets life a little easier too no doubt.



Title: Re: Voice of the Customer
Post by: ianwild on August 27, 2006, 05:47:19 pm
Sorry - I'm confused!

There are 50+ Customer / Technical Support Analyists who work in the Customer Support Centre.

Then there is the new team we are talking about here, who are neither Customer Support or Technical support analyists. The job is not customer support either, so calling them that would get pretty confusing! VOTC, while loosly operating from within the CSC management structure, have 'dotted line' connections with every other area of the business.

I should be in a position to post the remit of what the team does, in full, on Tuesday or Wednesday, once we have finalised the internal communications and re-organisation.

Ian


Title: Re: Voice of the Customer
Post by: SimonC on August 27, 2006, 05:52:26 pm
If your confused Ian then is there any wonder your customers are confused.

Essentially what your saying is that this new team will try put across what Plusnet are trying to achieve thus in affect they are not 'Voice of the customer' but 'Voice of Plusnet'. To be 'votc' is misleading as the members of this team are not customers.


Title: Re: Voice of the Customer
Post by: Colin on August 27, 2006, 06:00:56 pm
Internally, they are the Voice of the Customer though...


Title: Re: Voice of the Customer
Post by: SimonC on August 27, 2006, 06:05:37 pm
How can an internal Plusnet dept. be 'the voice of the customer' when the output is and will always be biased towards Plusnet not the customer.

PUG is essentially the Voice of the Customer as they are customers liasing with Plusnet.

Working for Plusnet they are spokesperson(s) for Plusnet not the customer.


Title: Re: Voice of the Customer
Post by: Inactive on August 27, 2006, 11:40:51 pm
I find myself totally agreeing with what SimonC has said.

Having read through what Ian Wild has said, I still feel that he is ignoring common sense values which are displayed by the major consensus of opinion on here.

Whatever stupid title they choose to adorn themselves with will not make a scrap of difference if service standards are not very quickly improved to an acceptable level.


Title: Re: Voice of the Customer
Post by: glloyd on August 28, 2006, 12:12:44 am
I have to agree with SimonC as well - A team employed by PlusNet no matter how well intentioned cannot be the voice of the customer for the reason given.

What I would like to see is a return to the time when the forums were friendly places where communications between the comms team and customers was more like friends helping each other out. When the comms team could be seen to care when a customer had a problem and did everything they could to help. If we could return to anything like those times it would be a 1,000% improvement on what we have now. Oh yes and scrap that damn silly telephone system that cost customers a fortune in call cost and hours of wasted time.


Title: Re: Voice of the Customer
Post by: SimonC on August 28, 2006, 12:41:30 am
Constantly changing things solves nothing, Plusnet should have learnt this by now. Over the past couple of years we've had humpteen product refresh's all of which have caused confusion and tension in the Plusnet community. We've had various restructuring of support services also over the years all leading to the current situation.

For average Joe Bloggs out in the real world, he doesn't care for fancy dept. titles or who does what. What he/she wants is a single point of contact when things go pear shaped and that should be Plusnet Customer Support. What they don't want is yet another dept. claiming to be representatives of the wider community trying to help also, that just introduces a scenario where the left hand doesn't know what the right hand is doing...which is where Plusnet currently sit.



Title: Re: Voice of the Customer
Post by: LC100 on August 28, 2006, 09:55:13 am
Hi

Quote
There are 50+ Customer / Technical Support Analyists who work in the Customer Support Centre.

If these 50+ people are customer and technical support staff already, then you should sort out those 50 people to provide an acceptable level of service and not bring in a new team to iron out and sort out the problems that are in the main created by the already existing support team who are not doing their jobs properly.

All you are doing is papering over the cracks with this "Voice of the customer" team. All this team will do is run around correcting problems introduced by the failing existing support channels, so stop support failing in the first place and there is no need for this extra team.

Are things really that bad with support that PlusNet can only fix it by having a team that runs around doing the job properly for them? 


Title: Re: Voice of the Customer
Post by: AndyH69 on August 28, 2006, 11:03:46 am
VotC is an unusual choice of name. Indeed, it is so unusual that it can only irritate existing customers who, frustrated at the ongoing failure of PN's support function, will cynically assume the changes to be an empty rebranding exercise.

PlusNet as a business appears to have expanded beyond its means. The "demands of the shareholder" (DotS?!) have driven the company to grow aggressively, and broaden its product range. I would assume that Plus Net (I don't follow the business closely) is also getting on board the convergence bandwagon, which will only lead it to spread its resources yet thinner. There can now be no doubt that the company's ambitions have got the better of it, and that PlusNet does not have the infrastructure in place to support its user base. The low-cost (i.e. automated) support model, the once made PlusNet the darling of the stock market as well as the envy of other operators, has backfired quite spectacularly, and only served to exacerbate the problems.

The company now desperately needs to demonstrate competence in the area of support. I guess that will be a difficult exercise as it will involve the unpicking of the automated model, which, being core to the company, will require signficant changes to the way internal processes operate. While the management board may be thinking strategically about the future of the broadband market place, unless the company sorts out its internal operations, it will continue to lose market share, and either go out of business, or get taken over. Of course, resolving support issues will only be possible if the current management see them as priority. They may well be dreaming of growth, growth and more growth... in which case there's going to be trouble!  :-)


Title: Re: Voice of the Customer
Post by: mikeb on August 28, 2006, 11:50:21 am
If it wasn't for the obvious fact that PN personnel genuinely do believe that it's a good thing,  I honestly would have thought that VOTC etc. was simply a real good wind-up. Someone has obviously been reading the latest management textbook :roll:

... stands by for even better (aka even more amusing and ridiculous) names, terms, buzzwords and so on in the days/weeks to come.  There's a most excellent management/marketing speak (i.e. buzzword and general BS generator) site somewhere and I'll post a link if I can find it again.  Top stuff and just the ticket for all your explanation requirements in respect of informing people about how you're changing the culture within the company and focusing the mind on being pro-active in achieving best practice in the core business by providing additional multi-talented human resource teams and making internal infrastructure changes which will obviously lead to a bottom line of a much improved customer experience at the end of the day :-D

Less fancy words and more action needed methinks ;)


Title: Re: Voice of the Customer
Post by: Inactive on August 28, 2006, 12:33:15 pm


Less fancy words and more action needed methinks ;)

 :-D

Nice one...spot on... 8-)


Title: Re: Voice of the Customer
Post by: SimonC on August 28, 2006, 12:57:11 pm
Me thinks Plusnet have found this website..  :wink:

http://www.greece.k12.ny.us/taylor/jargon/generator.htm


Title: Re: Voice of the Customer
Post by: ianwild on August 28, 2006, 01:37:21 pm
Can I again highlight that this was only intended as an internal name. The function is important within our new structure (not yet published externally), but we weren't planning on making this a big thing externally. At least until the info is published, I believe it is somewhat unfair to make the sort of judgements being made here. The change is actually pretty minor compared to all the other stuff going on, and it really need not be a point of contention among us. This isn't something that has come out of the marketing team (All three of them), and the idea is very much that the guys operating VOTC will come at things internally from a customer rather than a PlusNet perspective. You folks may not believe that can happen, but I think it's worth giving it a go. Having seen a similar scheme work well in the past, I'd like to think we are smart enough to be able to understand and represent customers views strongly from the inside. We are not interested in changing customer perceptions with words, but by taking actions that improve the experience everyone has.

Obviously other aspects of our plan deal with ensuring the CSC is operating effectively, and we are determined to get out another CSC update this week to explain progress in that area.

For now, we will sign ourselves Community Support Team in public, but will operate internally as VOTC and will continue to implement the remit we had set out for the team. That way hopefully we can still achieve what we want internally, and set-out to present the views of our customers, always having a VOTC mindset in place. Hopefully no one out in the community can have objections to that, and perhaps when you have an idea of what the role actually is, you will see our thinking on VOTC and why this has the potential to be very valuable to all of our customers.

Cheers,

Ian


Title: Re: Voice of the Customer
Post by: ianwild on August 28, 2006, 06:52:25 pm
And after some more thought (and a relaxing bank holiday), I reckon we are best sticking with Comms as the name you all know and love... It's certainly not worth de-railing the good stuff we are planning with confusion over a name change!

I'll get you a lot more out over the course of the week about what we will be doing, alongside the traditional role of being a presence in the forums. With more people looking at this area too, you can expect to see plenty more information flying your way from us in the coming weeks.

Regards,

Ian


Title: Re: Voice of the Customer
Post by: Colin on August 28, 2006, 06:53:43 pm
and a relaxing bank holiday

So you've not been working on tickets today then :evil: :-P

I reckon we are best sticking with Comms as the name you all know and love

Might make sense...


Title: Re: Voice of the Customer
Post by: wildmind on August 28, 2006, 06:56:52 pm
Yay....


Title: Re: Voice of the Customer
Post by: ianwild on August 28, 2006, 06:57:03 pm
Yep - I've been doing tickets... Compared to how I normally spend my days, thats not so bad at all!

Ian


Title: Re: Voice of the Customer
Post by: kitz on August 28, 2006, 08:53:02 pm
>>> I reckon we are best sticking with Comms

yay


Title: Re: Voice of the Customer
Post by: Inactive on August 28, 2006, 11:23:25 pm
Common sense prevails.

My confidence is somewhat restored.

I await the updates with interest now.

So a " yay " from me as well.


Title: Re: Voice of the Customer
Post by: NB on August 29, 2006, 02:17:35 am
And after some more thought (and a relaxing bank holiday), I reckon we are best sticking with Comms as the name you all know and love...

I'll let you into a secret Ian, most of us were probably going to continue calling them the comms team anyway rather that VoTC.  Just as we kept referring to Tickets. :-D


You can lead a horse to water, but you can't make it drink.


Title: Re: Voice of the Customer
Post by: mr_chris on August 29, 2006, 02:28:30 am
> You can lead a horse to water, but you can't make it drink.

You can lead a comms team member to water, but you can't make them ask a question? :P

Btw, "yay" from me too ;)


Title: Re: Voice of the Customer
Post by: glloyd on August 29, 2006, 09:31:10 am
Yay from me as well.


Title: Re: Voice of the Customer
Post by: portmoak on September 02, 2006, 09:13:15 am
Thought Id drop in from my Spanish holiday (  :-D :-D ) just to add my ay!! also.

Not one of PNs greatest afficionados for a while now but Im still keen to see any moves to get things back to the way they were.


Title: Re: Voice of the Customer
Post by: mr_chris on September 03, 2006, 01:34:39 am
Hope the weather there is better than it was here today :|


Title: Re: Voice of the Customer
Post by: JBailey on September 05, 2006, 05:43:26 pm
I didn't get to go to the fair because it was raining :(