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Thread: HQ cuts Info Centre opening hours

  1. #16
    Senior Member bernwood's Avatar
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    Quote Originally Posted by dsheehan View Post
    Very interesting that in at least two sessions I was in at Reunion, staff from the membership service team were just as confused, amazed and annoyed by the changes they suggest were made extremely quickly without any warning or consultation even with them.
    No change from the norm then - Move along now , there's nothing to see here

  2. #17
    Baloo KoopaCooper's Avatar
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    Or they could do what some civil service departments do - work Tuesday to Saturday with Sunday and Monday off, instead of Monday to Friday with the weekend off...?

    "This new system will make it easier for members to contact us" = "this will make it easier for us, not for the members wishing to contact us" :/
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  4. #18
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    Just found this audio of the Q&A from Reunion
    https://scout.radio/play/qa-info-cen...-reunion-2019/

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    Interesting answer but to me there's a massive logical gap in it. If there were two people "sitting around not doing much" during the out of hours times, why were they not tasked with battering down the email backlog? People quite often try emailing an organisation, get no response and then phone up in frustration. I really don't see how focusing the staff time on the part of the day when the phone is demanding attention is going to help with the email timescales.
    Does anyone know what's going on?

  6. #20
    ESL and DESC ianw's Avatar
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    Quote Originally Posted by mang21 View Post
    Interesting answer but to me there's a massive logical gap in it. If there were two people "sitting around not doing much" during the out of hours times, why were they not tasked with battering down the email backlog? People quite often try emailing an organisation, get no response and then phone up in frustration. I really don't see how focusing the staff time on the part of the day when the phone is demanding attention is going to help with the email timescales.
    Perhaps most of the frontline staff can only deal with a small subset of the emails they get, and most need to be palmed off to another department?
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