Leaders' Log

In response to an article in Onya Magazine, I recommended dedicating as much research time and article space to solutions for each of the issues raised.

I don't think I've ever gotten off the phone to a telco in under 45 min; but I always take an extra 5 min to speak to a manager and give very specific feedback on how the customer experience can be improved. If nothing else comes from it at least then I feel as if I've contributed to the volume of feedback that will hopefully be an impetus for systemic changes to be made.

I am lucky enough to have the opportunity on a daily basis to have my first-world problems put into perspective, as I work with humanitarian refugees from Burma, many of whom have been tortured and traumatised by a brutal and merciless regime. I am constantly amazed and inspired by their grace and humour and their deep gratitude to Australia and its people for giving them the opportunities many of us take for granted.

So, without dismissing problems like poor customer service, my recommended approach is to see these things in perspective and also take the time and energy to be part of the solution by consistently giving specific feedback wherever we see an opportunity for improvement.