Posts Tagged ‘trust’
Cameron Takes Charge
I am tremendously impressed with David Cameron. His light has been hidden under the bushel of the coalition for too long. His courageous words in Turkey and India have reminded me that he is a true leader. Tonight’s excellent BBC documentary, Five Days That Changed Britain, reminds me that it was his bold leadership that initiated the coalition, an idea that is proving stronger and cleverer than anyone can have thought.
He has said precisely the right thing about Turkey, Israel, Gaza, India and Pakistan. He has spoken the truths that so many others have been afraid to. I am proud that he is our prime minister. He fills me with confidence that he knows his direction and will stick firmly to it. He is nobody’s fool and everybody’s champion. He is a man who I am very prepared to trust, to give him the time he needs to achieve the big ambitions.
David Cameron is the right man at the right time. We should all give him our support.
Nick Clegg – The Boy’s Own Politician
It’s a film script, a comicbook cartoon, a dazzling adventure story. It lifts the spirit and refreshes the soul. It’s a politician you can believe in! It’s Nick Clegg!
I hope so. I really, really do. I hope I am living through a huge moment in history when two bright, inspirational leaders take the helm of HMS Great Britain and steer us through the storm to calm waters and the broad sunlit uplands beyond.
Nick Clegg’s speech today was as inspirational as they come. If history views him kindly then this speech will rank with Churchill, Disraeli, Martin Luther King, Obama. He deserves our trust. If he has got it wrong or can’t deliver there will be plenty of time for recriminations and to return to dull cynicism.
For now, let us believe.
Smellie Not Guilty Verdict Stinks
No! No! No! I do not believe it! This has to be one of the greatest travesties of justice ever inflicted on the British people. Sergeant Delroy Smellie who beat Nicola Fisher with the back of his hand and his baton at the G20 protest has been acquitted of assault. This is an outrage, a bad and sad day for Britain. The man is a bully, a brute and a liar. He is a violent criminal who should go to jail for at least two years.
We all saw it, in full colour on our television screens. The man is an unmitigated thug. There can be no doubt in the mind of any reasonable person. The video evidence is entirely conclusive. The excuses put forward in his defence are manifest nonsense. District Judge Daphne Wickham who made this disgraceful decision is either corrupt or dumb. Her ruling flies in the face of common sense, reason and fairness. Her comments as detailed here are absurd. We should not stand for this. There should be protest on the streets, questions in the House and an immediate appeal against the verdict.
So, on the same day that guilty verdicts were delivered in the first trial without a jury for 350 years, we see the true colours of our increasingly cowardly and politically controlled judicial system. British justice is a laughing stock. It has no value any more, at all.
All the decent and honourable police officers out there must realise that this decision damages them beyond repair. Who will stand up for justice now? Who can we trust?
A Fundamental Problem At The BBC
with 3 comments
I am very close to being the BBC’s biggest fan. It is a remarkable and entirely unique institution. Somehow it occupies a place between the state and the people which I can find no comparison for. It would be easy to define it as some sort of socialist idea but it is genuinely independent from the state. I do, however, have some concerns about its accountability. I am very concerned about the way it handles complaints.
No Complaints Accepted Here
I have grown up with the BBC and I trust it. In fact, I think that it’s done a better job of maintaining Britishness and values of integrity, tolerance, fairness and justice than any UK government of any political complexion. That’s why the curmudgeons in all political parties turn against it. I think Jeremy Hunt’s recent attacks and comments were particularly poorly judged. He hasn’t a had a good start in government at all has he?
I made a complaint to the BBC recently and I am very, very unhappy about the way it has been handled. The subject is not relevant here. I shall write about it in future but for now it would distract from my point. I am horrified to discover that the BBC does not handle complaints itself. They are outsourced to Capita in Belfast which describes itself as “the UK’s leading outsourcing company…at the leading edge of redefining and transforming services to the public.” For me that needs a huge pinch of salt, a mountain in fact and even then I’m choking on it.
Handling complaints should be at the very heart of an organisation. It is the essence of your brand. There is no more important management function. Contracting them out is an abdication of responsibility. More than that, it is a complete failure of integrity, a massive mistake. If an organisation is truly committed to meeting its customers’ needs it must be as close to them as possible. This irresponsibility strikes at the very heart of everything I value about the BBC. I am deeply disillusioned.
If this disastrous decision had resulted in a well administered service then that might be some consolation but not a bit of it. It is dreadful. Every bit as bad as any horror story you’ve heard about British Gas, BT or yes, even a bank. This is the British consumer experience at its very worst.
Not What It Used To Be
In sharp contrast to the rest of the BBC’s websites, try making a complaint online. It’s like something from the very early days of the internet with clumsy, badly aligned fields and an archaic feel. I almost expect to hear a modem whistling away in the background. From a complainant’s point of view it’s quite useless. You don’t get any option to save a copy of your complaint or email it to yourself. You don’t even get an acknowledgement once you’ve completed it so you’re left with a completely unsatisfactory feeling of uncertainty. Did they get it or not? Will I get a reply? When?
It gets worse. Complaints are lost. They don’t get answered at all. They certainly don’t get answered within the 10 working days promised. One answer I received was just laughable in its anodyne, crass simplicity. It was nothing more than an patronising acknowledgement of what I was “unhappy about”.
Useless
I could go on even further but I won’t. It does get even worse and it becomes embarrassingly so when Capita start to trot out the oldest excuse of all about “system problems”. It is an excruciatingly bad, defining example of appalling customer service. I’d say it takes the biscuit.
All this is the inevitable result of outsourcing your complaints procedure. That aspect of business that should be one of your most important tools. What’s worse is that Capita are absolutely useless at doing the job.
It is no exaggeration to say that, for me, this rocks the very foundations of everything I believed about the BBC to the very core. It is not the organisation I thought it was. I feel betrayed. I am “disgusted of Tunbridge Wells”. In fact, I am very, very, very disgusted of Weymouth, Dorset.
Written by Peter Reynolds
August 12, 2010 at 2:37 pm
Posted in Business, Consumerism, Politics, technology, television, The Media
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