
Visiting school groups are a staple of our South Kensington neighbourhood on route to the wonderful local museums and recreational parks. There is perhaps 2 or 3 teachers shouting for silence as 20 to 30 kids and their walking partners ascend the steps, escalators and lifts of the tube station. At rush hour, it is quite overwhelming, yet valiantly everyone seems to go about their business with respect and tolerance, and get to where they need to be, on time, and with little rancour.
Why is it that at busy periods so many multinational and national consumer telephone answering systems (banks, utilities, Ticketmaster etc) with access to global support staff and systems working 24/7, cannot get us where we want to be and insist on treating us like children on “mute”? Perhaps the answer lies in the management and finance functions, who never shop their own businesses, and if they do, they satisfy themselves that the money saved will enable them to hit their corporate targets, and personal bonuses? Skewed logic.




