'A terrible thing' - why Eir's mistreatment of customers was more than just irritating
A training manual provided to eir employees by parent company Eircom warned them that they would face disciplinary proceedings if they obeyed Irish laws covering customer complaints.
The same manual also outlined a series of “trigger words” that would allow people calling the company with complaints to have their concerns dealt with in an expeditious fashion. If those words were not used, the concerns raised by customers frequently went nowhere.
In a case taken against the company by the communications watchdog ComReg before Dublin District Court, the telecommunications company pleaded guilty…
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