When would inflexible changes make commercial sense?

[TomVexille]

What’s worse though is the refusal to escalate. Would mind if they said they can’t help, but could transfer you, But theydoggedly refuse to put you through to anyone that could help.

And even the supervisors can't help

 

[tdimdad]

What’s worse though is the refusal to escalate. Would mind if they said they can’t help, but could transfer you, But theydoggedly refuse to put you through to anyone that could help.

...which is strange and very unprofessionally organised from the viewpoint that all decent service desks / call centres (1st tier) have the supporting specialist teams behind them (2nd and 3rd tier). Yes for the quick throughput at 1st tier (high call resolution rates or escalation upstream as KPI's) but it needs the supporting structure behind it.

I think this is one of the worst mistakes AJ did in the company: minimise the properly skilled staff who can fix things and keep the operations going even if the juniors or frontline makes mistakes here and there. MIstakes happen in every organisation but if you have skilled support behind the scenes to catch them, things will move ahead.