When reaching out to your cable provider, you typically brace yourself for a tedious experience. However, one Australian news anchor was met with an unexpected dose of snark instead of assistance when she reported an outage to Telstra.
Michelle Anderson, a newsroom manager and mother, took to Twitter to inform Telstra that her broadband and paid television service, Foxtel, were down. The devices indicated a two-day wait for a fix, but with a restless child eager to watch his favorite show, she sought clarity on the situation.
In an unexpected twist, Telstra’s social media manager, Karen, suggested that Michelle take her son outside. Really?
Michelle promptly responded, highlighting her busy day with her son and the need for some relaxation time. Kudos to her for keeping her cool instead of retorting with something like, “Can you just fix my cable already?”
As the incident gained traction, others chimed in, criticizing Karen’s comments as inappropriate and condescending. Eventually, Karen clarified that she didn’t intend to be rude and requested Michelle’s zip code to provide more information about the outage.
A Telstra spokesperson later acknowledged that Karen’s remarks were “inappropriate” and noted that she would undergo further training to better serve customers—presumably to avoid critiquing their parenting choices in the future.
Regardless of Karen’s intentions, her comments came off as judgmental and patronizing. Michelle wasn’t asking for parenting advice; she simply wanted her television and internet services restored. It is frustrating when you’re trying to enjoy a moment of peace and the service is down. The amount of screen time another child gets is not our concern, and a little screen time doesn’t mean a child is deprived of reading or outdoor play. After all, cable and internet are services we pay for and expect to function properly.
If Karen has a passion for parenting advice, perhaps she should consider a role in social media for parenting experts instead. For more information on home insemination and family planning resources, check out our post on the at-home insemination kit. Additionally, for insights on crafting events related to this topic, visit Intracervical Insemination. And if you’re looking for data on pregnancy success rates, be sure to read this WebMD article.
In summary, when dealing with service outages, it’s crucial for customer service representatives to prioritize helping customers rather than offering unsolicited advice. This incident serves as a reminder that empathy should come first in any customer interaction.