Originally Posted by RichardCoulter

I am growing tired of these poorly veiled insults from you. A further screenshot has been taken should I need to take matters further.



I didn't bully anybody, I merely drew the attention of the indifferent attitude of frontline employees towards customer retention to the attention of a senior manager.

Besides, good customer service should not depend on the whim of any particular call centre employee. It should be consistent across the board, regardless of how any caller expresses themselves.

To not do so is likely to be a breach of the Equalities Act.

A young lady with severe learning and communication difficulties who was learning to try and live independently in the community walked into a shop, pointed to an item and simply said "milk" .

This met with the displeasure of the shopkeeper who was rude, stroppy and unhelpful in return. The poor girl was subject to such comments as "what's the magic word", "were you dragged up" etc and was left in a confused and frightened state- all because this shopkeeper was ignorant and egotistical.

In this instance, an out of court settlement of compensation, an apology and an undertaking to undergo disability awareness training was agreed as an alternative to prosecution.