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How Telstra's 'Gay Marriage' Snafu Was Made Worse By Offshore Customer Service

Telstra has had a rough week. First, the company pulled back its support for same sex-marriage after pressure from the Catholic Church; one of its biggest clients. Then, a Telstra customer service representative identified homosexuality as an “ideology” and not a sexuality during online correspondence with a customer. It wasn’t the best choice of words, but it’s likely the Telstra representative did not understand the sensitivity of the issue at hand because he worked in an overseas call centre. Simply put, there are some things you can’t train for.


Tweet A Genius: Apple Support Lands On Twitter

Apple has launched a new Twitter account, @AppleSupport, so you can skip the Genius Bar queues – or make random complaints about all sorts of stuff based on what we’ve seen so far.


How To Hack Your Retail Job: Everyone Is An Idiot Except You

When I first learnt to drive, my mother gave me some very important advice: “When you’re the one driving,” she said, “everyone on the road is an idiot except you.”


The Best Ways To Get A Bartender's Attention (Without Being A Jerk)

Getting the attention of the bartender at your favourite watering hole can be a daunting task, especially after work or on the busy weekends when everyone’s out for a drink or three. To make it a little easier, we sat down with a couple of bartenders who have been slinging drinks for years to get the best tips. Here’s what they suggested.


Here’s A Novel Idea: The Customer Is Not Always Right

The old adage “the customer is always right” has been a persistent one and shapes the way many businesses operate. But is this statement accurate? Right Angle Studio’s strategy and insights director Barrie Barton doesn’t think so.


How To Avoid Turning Into A Jerk When You're Surrounded By Jerks

Working in retail, I still remember one of my worst customers. He went to hand me what I thought was a five dollar bill for a ten dollar product. I politely said, “Sorry, the total is actually ten dollars.” He pulled apart two bills, which I didn’t notice were stuck together, and slowly counted, “Five…ten. Do you speak English? Do you know maths?” I was fuming, but I said nothing. I was, however, short with everyone else that day, until a friend asked, “what’s your problem?” The problem was: I let that jerk turn me into a jerk, too.


'It Was Infested With Flies': 23 Horror Stories From The Worst Airlines In The World

Last week, Skytrax named and shamed the world’s worst airlines via its annual Star Ratings report. Airlines that received two stars or less were found to be below average in multiple categories and generally sucky across the board. But how bad are they really? We trawled Skytrax’s customer review page to find out what actual passengers have been saying. Some of the stories we found can only be described as living nightmares…


Working Retail Taught Me Everything I Need To Know About Humanity

People say that “everyone should work retail or service at least once in their lives.” I couldn’t agree more. Like many people, some of my first jobs were retail service gigs. One in a department store, another in a bookstore. I’ve long since moved on, but I learned a lot about the nature of people — and how that battle between selfishness and empathy is something we all struggle with, every day.


'It's Not My Job To Plug Things In' And Other Nightmare IT Stories

Working in IT is no picnic. You’re overworked, over-stressed and overwhelmed by an onslaught of stupidity from Luddite customers and colleagues. We recently asked our readers to share their worst experiences from the front lines of IT. Your stories were so terrifying that we may need to wipe and reboot our brains to recover. Here are some of the worst.


Customer Service Reps: How Can People Get Better Service From You?

It can be a pain to deal with customer service, but it’s probably more painful for them to deal with unruly customers all day long. If you work in customer service, tell us how people can get better, more efficient service from you.


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