Hey there my little loopback friend and colleague. I think it's ace that you're on here helping out Orange customers but you're wrong about the need to explain acronyms: nobody is going to follow your advice if they don't understand it.
Orange has a huge Tower of Babel problem; CS[1] use terminology that nobody else in the business understands, whilst BCS[2] specifically are even worse. Products, departments and systems are all known by different "familiar" names by different areas of the business, and this contributes to the confusion and misunderstandings perpetrated internally which ultimately leads to confusion and poor products for our customers. The appalling neologisms and excruciating acronyms generated by staff on a daily basis regularly lead to breakdowns in communications internally; why not lessen the problem by taking the time to fully explain what you mean? 'Tis only a few keystrokes after all.
Don't stop giving people help, but do take the time to explain terminology: everyone - Orange customers and your fellow employees alike - will thank you for it.
[1] Customer Services
[2] Business Customer Services
_________________ If you think being a customer is bad, try working here...
Could we rely on you to tell us the truth if we ask very specific questions ?
For example, "When does Orange believe that the technical problems which have plagued their Broadband service since early 2006 can be resolved?"
We don't want to hear "our engineers are currently working to resolve the problem".
If it means Orange shutting down all the relevant servers and LLU equipment for "x" days then let them say that, because I'm sure customers will accept that period of shutdown PROVIDED on resumption the broadband service is as near to 100% efficient as technically possible.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
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