said by sbrook:Loosedobs, I think you need to understand the differences between reasons and excuses. A reason is valid and unavoidable. An excuse is an attempt to deflect taking responsibility.
For example ... "I'm sorry I am late, I missed the bus" is an excuse because of the very obvious ... "why didn't you go a little earlier to the bus stop?" A reason on the other hand is credible and out of your hands ... "I'm sorry I am late, I was on that bus that crashed into the train".
Most of the reasons given in my post are out of TekSavvy's hands, and therefore not excuses, although they would become like an excuse if they were doing nothing to remedy them.
First, they are getting and training more staff. It takes time to train staff to the quality you need for this job. Interestingly, not many people, even those with good technical skills, actually make good CSRs. CSR burnout is surprisingly high amongst those who survive the initial turnover problems of working in call centres.
Second, the issues with the vendors are factual. It took time to assemble a suitable complaint to the CRTC, but there remains NOTHING that they can do in the short term. The vendors do not appear to be responding to requests to improve the situation and coercion is not an option ... you can threaten them all you want, they'll just cut you off and face the wrath of the CRTC. (After all Eastlink has not opted to provide TPIA at all)
Nobody's blaming the users. No company in a service industry likes to be in this position and they know that the last people to blame are the users.
You have right to defend TS but I am not buying it.
