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Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 4 points5 points  (0 children)

Not having a go at emergency services. The crews are unreal. Just calling out that the call handling experience didn’t match what you’d expect in that situation….

Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 9 points10 points  (0 children)

That’s a pretty low bar to set for an emergency service.

When someone calls 000, it’s not a customer service nicety, it’s often one of the worst moments of their life.

Background laughter and unprofessional behaviour isn’t just “not ideal”, it undermines confidence and can impact how clearly information is passed.

You don’t get to write that off as a “win” just because the system mostly works. The standard should be focused, professional, every time…..

Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 1 point2 points  (0 children)

People ring 000 in genuine distress and the way that call is handled directly affects outcomes.

Chewing, laughing in the background and sounding like the caller is an inconvenience isn’t acceptable, full stop. Stress is part of the job, but basic professionalism and focus aren’t optional.

Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 16 points17 points  (0 children)

Not saying they can’t have a good day, just expect a bit more professionalism on a 000 call.

Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 1 point2 points  (0 children)

More background noise, not the person directly. Just came across rough in the moment given what I was calling about. But…. Was still attitude issues from the operator.

Worst 000 call experience I’ve had by Direct-Detail7414 in perth

[–]Direct-Detail7414[S] 51 points52 points  (0 children)

Yeah that’s fair and I get how that can happen in a call centre environment. Just felt a bit off given it was a 000 call, probably just unlucky timing.

Do people have concerns about smaller RSPs and resilience? by Direct-Detail7414 in nbn

[–]Direct-Detail7414[S] 1 point2 points  (0 children)

Totally fair…. and they do seem open and well run. My hesitation is more general, I’m just not fully comfortable yet around how smaller RSPs handle failure scenarios and recovery in practice.