What is the point of customer service?
Surely the key way to assess a company's response to a complaint is to look at whether the customer is satisfied with the result. But that doesn't seem to be what's happened here.
The communications watchdog said that Three UK failed to handle some subscriber gripes in a "fair and timely manner".
Ofcom added that, during the regulator's investigation of the company, Three UK had wrongly closed unresolved complaints on its system – while some calls passing through the operator's customer service team had not been officially logged.
Ofcom also noted that, although the investigation identified certain shortcomings in Three’s complaints handling processes, the harm to consumers was mitigated due to the efforts of frontline customer service staff.
So Three have, according to Ofcom, actually dealt with complaints perfectly well from the customers' point of view -- but their complaint-logging processes have been crap.
I have worked in customer service. I've worked for companies where good staff are trusted to sort customers' problems out and everyone's happy if the customer's happy, even if it's all dealt with in five minutes and there's no official record created; and I've worked for firms where the really important thing is logging every detail of the customers' comments, even if they're even more pissed off after contacting you than they were before.
Speaking as a customer, I give much less of a damn about complaint logging than I do about complaint resolution.