This was meant to be a reply to #12888 Re: 18 Jan 2011 01:26:41am, but it is a major complaint on it's own as well. So I've posted it here. Note that Vodafone employees that work in store are just about the only Australian people we can complain to in order for them to pass the message to their Australian managers, who then pass the message to the company's Australian executives (depending on VHA's management hierarchy). It is then, we hope, that the Australian executives will help resolve the nationwide network problems by implementing checks and investing in an effective, undisruptive way to maintain the network towers. So VHA store employees, please use our initial feedback and give it to the manager, who will hopefully pass it on. Since we are still having problems, it seems that the company has organisational and management issues. VHA employees (ex or not), do not immediately complain against us about abuse, etc. You are hired to represent the company and have signed up knowing that you WILL (often or not) be dealing with angry customers and TOLERATE it, NOT personally but from the company's perspective; ie. AS A HUMAN RESOURCE ASSET OF THE COMPANY, I don't know how many times I have to emphasise this. Customer service, particularly in call centres dealing with customer issues, DOES actually require a good degree of tolerance with upset customers. Don't think you've signed up for the job thinking everyday will be sunny and sales. Think again. If you don't feel safe, then resign or join us on a battle against the company. Otherwise, you won't help us since there is little evidence of taking initiative to pass the feedback to the higher ups. Do something more constructive for once in your 'morning meetings' rather than just taking menial orders. But nothing happens, so both VHA employees and customers start this unending cycle of whinging and sulking. Thus, we keep coming back, more and more aggravated that nothing is resolved. 'It was the angry customer's fault, don't abuse us,' says the employee. 'It was Vodafone's fault, they aren't resolving my issue,' says the customer. Note that customers, in most cases, intend to point the blame and abuse to the company itself, but the employees mistaken it for themselves. Hopefully, this helps clarify the typical 'back and forth company vs employee vs customer argument' that follows a company's major issues. As for Nigel Dews' plainly obvious "IT'S ALL ABOUT KEEPING THE SHAREHOLDERS HAPPY" statement to VHA employees. WHAT THE FUCK. Is that all he cares about? His salary and making shareholders happy? We can tell by the ongoing fall of the company's reputation and the ill treatment of customer services, which means the ill treatment of VHA employees, something we all don't need but is inevitable at this point in time. Once again, the CEO needs to review the company's mission statements. Nuff said.