…’fess up time… in a different life, this ol’ Scots Jurassic scribbler was once a banker… a Trainee Master of the Financial Universe… I skulked around as a manager of treasury departments and headed foreign exchange dealing rooms for a coupla decades and threw in some service for another coupla decades as a customer-facing senior executive as well… however, it seems so loooooong ago, now, Mabel… and sadly, as most of us have also experienced, things ain’t what they used to be… I don’t wanna sound like the old generation ‘we did it so much better’ kinda thing, but let’s consider a few issues here: first up, there’s a permanent place in a burning hell awaiting the genius who devised the ‘customer call centre’ concept, where yer first response is a mechanical voice menu that takes yeez on a ten-minute (minimum) merry-go-round, waiting to talk to a ‘real’ person……
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Viv Drewa - The Owl Lady 