Quote:
Originally Posted by MSS
You should think in regulatory terms and apply your knowledge of BT from your pre-retirement days to this situation. The generating arm of EDF will be operating almost like a separate company from the consumer arm. Similar to Openreach and BT Consumer. A consumer agent in BT could never give out info on Openreach plans or forward emails etc. on ad-hoc basis. It all has to be done via regulated mechanisms within regulatory allowable interactions. Equivalence of Opportunity rules these days.
These days it is wrong to assume that there is a single customer service function within a large company. The regulatory regimes often prevent one part of a utility company from openly sharing information with another part. The people we vote in every 4-5 years have decided this is how it should work, not the companies concerned.
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fully accept what you say but you are missing a very important point, what ever company you work for, you direct the "customer" to the correct contact point be that an individual or another company. If you do not know, find out.
As you can see from a previous reply of mine, the answer was within EDF.
As for BT, dont go there, their CEO received an email from me last week because I was lied to by a customer services agent. They told me I needed windows 10 or 11 to load the new anti virus Norton but I'd already loaded it onto a windows 8 machine so I knew that was not true.
I have worked in customer services for Openreach and if I did not know the answer I'd just go up the management chain until I got the answer or they accepted responsibility for finding out.
I have listened to customer service agents talk to customers and it made me cringe, computer says no, not my job etc etc. JFDI
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