topic Bye Bye Mr Volmer in Plusnet Feedback

Bye Bye Mr Volmer

pierre_pierre — Thu, 19 Aug 2010 18:37:22 GMT

this was linked to in another thread - nice to be told
http://community.plus.net/blog/2010/08/19/a-fond-farewell-and-a-warm-welcome/#more-16466
It’s therefore with a certain amount of sadness when I announce that Anthony has taken the decision to leave Plusnet to pursue other opportunities within the BT Group.

Re: Bye Bye Mr Volmer

Santiago — Thu, 19 Aug 2010 19:34:51 GMT

And this is the new guy

Quote
As well as saying our goodbyes to Anthony, it’s time to welcome aboard our new CEO! Effective immediately, Jamie Ford will be taking the reins from Anthony. I hope you’ll join us in wishing him a very warm welcome.
Jamie was officially appointed CEO of Plusnet earlier this week and joins us from BT Retail where he was ‘Director of Customer Experience and Business Change'. He played a key part in the ‘Right First Time’ programme and was responsible for identifying barriers and helping to drive customer service improvements within the BT Group.

Oh Dear!

Re: Bye Bye Mr Volmer

VileReynard — Thu, 19 Aug 2010 20:47:54 GMT

~~Well Mr Vollmer didn't do anything of note - despite asking for a mass of questions, few of which were ever answered properly.~~
- comment withdrawn.
As for the new guy

Quote
He played a key part in the ‘Right First Time’ programme and was responsible for identifying barriers and helping to drive customer service improvements within the BT Group.

Obviously he didn't play a key part in anything since there weren't any "customer service improvements within the BT Group".

Re: Bye Bye Mr Volmer

Spider — Thu, 19 Aug 2010 21:20:00 GMT

That really depends on who they are referring to as the 'customer'. At my own place of work we no longer have customers, instead we have 'supporters'!

Re: Bye Bye Mr Volmer

ITWorks — Thu, 19 Aug 2010 21:20:47 GMT

Quote from: A
Obviously he didn't play a key part in anything since there weren't any "customer service improvements within the BT Group".

Very true A Fox is Evil

the only thing BT improve on is grabbing more money from their customers with frequent price rises
Regards
Mike

Re: Bye Bye Mr Volmer

pcoventry — Thu, 19 Aug 2010 21:25:13 GMT

I have to say I really did enjoy speaking with Mr Vollmer and all the energy and excitement he put into his internal communications with us. In my eyes he has done a grand job and he will be missed.
I look forward to meeting Jamie soon.

Re: Bye Bye Mr Volmer

Alex — Thu, 19 Aug 2010 22:00:31 GMT

I thought we had to speak English as part of the forum rules.
Could someone let me know when BabelFish release an appropriate translator?
Feel like I'm in a job interview again

Re: Bye Bye Mr Volmer

James — Fri, 20 Aug 2010 08:27:48 GMT

"Right First Time" was actually an enormous project within Retail and my understanding is that they made considerable improvements as a result.
Our new Chairman being someone from BT who comes from a Customer Experience area would, imho, be a sensible and logical appointment based on Customer Focus being one of our key targets this year. Just to add further to that, one of our key aims is to prove OCR (One Contact Resolution) as we feel that we could be doing better with regards to making sure that we're answering customer queries first time round and that they don't feel the need to get back in touch with us about the same problem/question.

Re: Bye Bye Mr Volmer

Oldjim — Fri, 20 Aug 2010 08:39:16 GMT

Quote from: Jameseh
, one of our key aims is to prove OCR (One Contact Resolution) as we feel that we could be doing better with regards to making sure that we're answering customer queries first time round

From my experience the chances of that are somewhere between Fat and Nil whenever BT OPenreach or BTw get involved

Re: Bye Bye Mr Volmer

James — Fri, 20 Aug 2010 08:40:58 GMT

Oh sure - It's very unlikely on a fault due to the various checks we run and then the interaction with BT and equally so in provisioning, especially if it is home phone and broadband.
We're talking more of improvements that we can make to ensure that questions are answered correctly first time round where they can be.

Re: Bye Bye Mr Volmer

mikko — Fri, 20 Aug 2010 09:08:29 GMT

As an ex PN customer may I suggest that Mr Ford sends himself to South Africa (CS Dept.) as an "undercover boss?

Re: Bye Bye Mr Volmer

adamwalker — Fri, 20 Aug 2010 09:42:47 GMT

We do have some members of UK staff that visit SA from time to time. I'm certain this will continue whilst Jamie is at the helm.

Re: Bye Bye Mr Volmer

gswindale — Fri, 20 Aug 2010 20:34:29 GMT

Quote from: Jameseh
"Right First Time" was actually an enormous project within Retail and my understanding is that they made considerable improvements as a result.

Those improvements are so great that my telephone bills have been wrong for months on end - well over a year now and I've given up complaining. For what it's worth they failed to note any of my telephone calls for about 3 months; then billed them about 4 months behind and are now almost correct however for a call period 13th Jul - 12th August I was a little confused as to why a 1hr 40minute call made on about the 9th August did not show.
I believe that if they introduce "Right First Time" here; the customer service will held dramatically downhill based on their past performance with this elsewhere within the group.

Re: Bye Bye Mr Volmer

VileReynard — Fri, 20 Aug 2010 21:12:53 GMT

Perhaps a "Right At No Time" (RANT) project could be instigated.

Re: Bye Bye Mr Volmer

zubel — Sat, 21 Aug 2010 11:29:48 GMT

Who said it was 'Right first time" for the customer?
B.

Re: Bye Bye Mr Volmer

Alex — Sat, 21 Aug 2010 15:48:38 GMT

Well all I can say is, if he's as comptent at his job as he is stringing up vacuous words to form meaningless 3 letter acroynms then we'll have nothing to worry about (or shall I call it the NWA project).
Whoops it's catching on, I'm getting in on the act now
Must stop.

Re: Bye Bye Mr Volmer

Santiago — Sat, 21 Aug 2010 15:57:28 GMT

Quote
meaningless 3 letter acroynms

you mean of course an abbreviation

Re: Bye Bye Mr Volmer

gswindale — Sat, 21 Aug 2010 16:20:15 GMT

and just to clarify it is only an acronym if you can make a sensible word out of it (i.e Institute of Civil Egineers = ICE)

Re: Bye Bye Mr Volmer

Be3G — Sat, 21 Aug 2010 16:26:09 GMT

Lest this thread goes any more off-topic with discussions about abbreviations and acronyms, I'd like to direct interested readers to a thread from last year that discusses the subject in detail, then ask that we return to the original topic here please.

Re: Bye Bye Mr Volmer

TicnTac — Thu, 26 Aug 2010 18:40:50 GMT

I guess with all good conspiracy theories, we’ll need to know whether or not this Mr Ford is an injected evil from BT who will attempt to fold and pull Plusnet down from the inside? Or will he face and talk to the customers, listen to the Plusnet staff and implement sensible ideas and programs that will benefit everyone who is part of Plusnet – I really ought to start using PN rather than typing out Plusnet every single time.
I think it’s bad enough BT already having an evil claw inside PN, and I know before we first signed up, it very nearly put us off, however, having that claw helped the elderly parents okay a move to PN and even got us 25pennies off a month! I just would have thought that someone from PN would have taken the reigns, or there could have been a vote for the staff, and customers who we thought would have been best for the job? Never saw it advertised either, aren’t all jobs meant to be advertised?
I guess what is needed, is that Mr Ford finds his way to a keyboard and the PN forum and types away on a thread like this to put everyone at ease? Or maybe if he did, he’d just be luring us into a false sense of security and before we know it we’ll all have BT Home hubs and sporting BT logos on our car windows, paying six times more for only 1Mb! *cue scary music*
Ah well, I guess we’ll all have to wait and see.