I think the Torbay Council switchboard is one of the best, most courteous and efficient around. Over the years when I have called in at the Town Hall I have always been afforded the most pleasant of welcomes at the reception desk, but it is when I have had cause to phone the Council that the switchboard has excelled putting me through to the appropriate person or department in hardly any time at all.
What a contrast to the ever increasing number of organisations who have switched to a time wasteful, stressful and impersonal recorded message service that asks you to press a number according to your likely enquiry.
We have all experienced the recorded message as you wait to speak to someone as it apologises for the delay claiming that the organisation is experiencing high call volumes. What they actually mean is that they do not employ enough staff to answer more than one call at a time.
They all declare that this call may be recorded for training and monitoring purposes, which is code for we know how much trauma we are adding to your life and understandably you might swear or threaten us, so don’t as we’ve got you taped.
The message usually ends by offering the caller an alternative to email them on www.poorservice.com - which simply allows them to ignore you for another 24 hours.
Whatever money is saved moving to automated answering it is far outweighed by what that organisation loses in customer goodwill. Fortunately, I am not aware of any proposed changes to Torbay's excellent human service.
----------------------------------------------------------------I've really appreciated the time I've spent with numerous people and organisations during this recess, none more so than when in the company of some of the bay’s army of volunteers.
The so called Big Society is nothing new, there are thousands of volunteers across the three towns providing the glue that binds our communities together, supporting people in all sorts of situations, from total desperation to over-exuberance. I mention two of the many groups I met only because they work at both ends of the spectrum.
I opened the Torbay branch of the Samaritans refurbished HQ and spent some time chatting over tea and biscuits to some of their helpers. There’s no cure for loneliness, but a patient listening voice on the end of a telephone can be all that prevents someone from harming themselves, or even ending their life.
Patience is a quality shown by Torbay’s Street Pastors whom I went on patrol with on a busy Saturday night in Torquay. I was struck by how warmly welcomed they were by revellers on their way between pubs and clubs. Their presence seems to act as a safety net while the pastors offer advice, clear away discarded bottles, and act as extra eyes and ears for the police.
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Next surgeries:
Friday, 10th September, 5 pm to 6.30 pm, St Martins Church Hall, Barton Hill Road, Barton, Torquay. Saturday, 18th September, 10 am to 11.30 am, Chelston Methodist Church Hall, Old Mill Road, Torquay.
No appointment necessary. Advice line 200036. www.adriansanders.org or www.myspace.com/adriansandersmp
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