After decades of loyal, low cost, accurate newspaper home delivery service, News Ltd. is planning to send letters to subscribers in which they throw newsagents under the bus, inferring their service has sub-standard.
News Ltd. has send impacted Queensland distribution newsagents newsagents a package, including letters to be sent to subscription customers. This paragraph is from the second letter:
This is appalling wording. Improved customer experience? To do that, News Ltd. will need to:
- Be contactable 24/7. That is, human contact, not a recording or a computer system.
- Have people dealing with queries who understand local situations.
- Get the papers out on time – this relates to many complaints.
- Be a good listener as many customer complaints relate to matters under control of News Ltd.
Back to the paragraph from the letter, it suggests that News Ltd. has been delivering the paper, when it has not. Sure, there is a nod to the accuracy of newsagents – but News Ltd. claims this is their achievement, when it is not.
For a company in the communication business, this letter is appalling.
I feel for Queensland newsagents and what they, and their customers, are about to endure.