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IN A RECENT survey of consumer opinions towards Irish businesses, former state-owned telecoms company Eircom slid in at a dismal fifth last.
That put it just ahead of AIB and Bank of Ireland, which together took a taxpayer-funded bailout worth some €25 billion, and bottom dweller Irish Water, according to the RepTrak survey from the Reputations Agency.
This week, as Eircom announced it was further expanding its great hope for the future, a €400 million fibre broadband network due to reach 1.9 million homes and businesses by 2020, we spoke with the man charged with turning that low public standing around.
The managing director of Eircom’s consumer division, Jon Florsheim, who joined the company early last year after working as chief marketing officer at Sky, told TheJournal.ie the poor impression came down to the company not treating its customers with enough respect in the past.
I think if we’re being totally honest, Eircom hasn’t always provided either the best service and maybe the investment, at certain points, was lagging some of our forward-thinking competitors,” he said.
“I think that culture has changed and I think a lot of it is about having a culture that really embraces customers and cares about how you treat them.”
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Aiobhinn Ni Shuilleabhain at the launch of Eircom's eFibre network Sasko Lazarov / Photocall Ireland
Sasko Lazarov / Photocall Ireland / Photocall Ireland
Florsheim said some of Eircom’s work was outsourced but all its call centres remained in Ireland and it wouldn’t make job cuts that impacted on its customer service.
You can provide all the bells and whistles, but if you’re not picking the phone up and you’re not answering complaints … it’s about having a humble approach and treating our customers maybe with more respect than we have a reputation for,” Florsheim said.
In this extended interview, we asked Florsheim how Eircom became one of Ireland’s least-favourite companies and what was being done to change public perceptions of the brand:
Readers like you are keeping these stories free for everyone...
A mix of advertising and supporting contributions helps keep paywalls away from valuable information like this article.
Over 5,000 readers like you have already stepped up and support us with a monthly payment or a once-off donation.
@Muhammad McNamara: couldn’t give a shite once FF/Fg are gone, 100 yrs rule have our country where it is, great little place for the well off but screw the hard working middle class and all the way down
@Mike 100: They didn’t really. It’s just that a lot of their grassroots were yet to figure out that Sinn Fein are a generally pro immigration left wing party when those individuals would be more suited to supporting a right wing party. I doubt many of them even know the difference between left and right wing. The attacks at Parnell square finally brought the issue into focus. But Sinn Fein as are many political parties are adept at altering their position when they see electoral poison coming down the tracks. They have done it with EU membership, corporation tax and the special criminal court. In the meantime you will notice that their representatives just mainly stay quiet on the subject now during debates. In any case the main thing they have going for them is the governments miserable record on housing. The worst thing is that because there is a bit of an uptick I think the current government parties think they are doing a great job. They are detached from reality and needed drastic action which did not come. They will most likely pay for it come election time.
@John Moore: Excellent post A lot of the people voting Sinn Fein are doing so because they aren’t FF, fg. Which is understandable but so many of them are voting for a party whose policies are at variance with what they (the voters) actually want. The number of young people I talk to who intend to vote SF but want the dole and benefits cut, immigrants sent home etc.
For the record I think SF need to be in power after the next election for the sake of democracy in this country.
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Feb 25th 2024, 2:27 PM
@John Moore: Don’t forget their miserable record on health, poor record on managing project budgets, scandals, driving public services into the ground because they’ve driven terms and conditions into the ground….etc. how’s getting rid of USC going?!?! That was an election promise a long time ago now.
@Bert Carolan: very true Bert, a lot are voting for SF because they aren’t FF or FG…but that what got us here in the 1st place, a lot of people voting for FF and FG because that how “their family always voted”… I don’t know if SF are the answer either but voting the same parties in term after term because we’re afraid of what the opposition might bring isn’t the answer either!!!
@Mary Toilet: there are other parties also you know, and they could get a good amount of votes next election, be great if they both got the boot to give them a seriously needed reality check
@Willie Murphy: It would be interesting to see an age profile of the FF fg supporters, I suspect strong majority over 60.
It’s funny the contradictions in the parties policies. Fg used to be the party of business yet I know so many business people who say that this government is anti business.
Housing a huge issue of course, can SF sort that in a hurry? Health as well, so many vested interests there. There are those who would say that some of our problems are easily fixed. Not so I think.
@another one? what’s going on is the semi state sec: The USC promise was not clever and was always unrealistic. It was bringing in well over €4bn so was never going to be abolished and certainly not in any short term timeframe. FG were out of power for a long time at that point and were desperate to get back in even though they were a shoe in after the economic crash. They made all sorts of ‘promises’ like going ahead with the metro line that had full planning permission in place (great decision subsequently cancelling that, 20 year further delay and more than tripling of the cost), and universal healthcare (waiting times, numbers on trolleys only went up never mind universal healthcare). It was a case of make the promises even though many were unnecessary, get into office and hope people forget which they generally do. They also tried to bring in water charges clearly with the goal of privatisation of Irish water after the public would have spent billions upgrading the network. Look at how that went in the UK and Denis O’Brien was rubbing his hands at the thought. Again I know all parties do it in terms of promises but it depends on people remembering these things and holding them to account.
@CP: I’d love to see them in power. A couple of years of that will show the non-stop whingers what hardship is really like.
Hint: it’s not just when the WiFi is slow.
@Mary Toilet: Welcome back Mary Toilet…you must be running out of profiles at this stage. You were replying to your own comments…Ironically disagreeing with what you posted. Sinn Fein Abu.
@John Moore:
” the main thing they have going for them is the governments miserable record on housing”. You can add the imploding state of both the health service and the education system. No school buses for children in rural area’s, along with 600 plus patients on trolleys in A&Es becoming the winter norm. They have spent 100 years enriching the wealthy at the expense of the working class. If people keep voting FFGL, nothing will ever change.
@Mary Toilet: SF are running double the amount of candidates than they did in 2020, because they now know they have the votes. You seem to be forgetting that Leo didn’t pass the line until the fifth count, for MM it took seven counts and neither Donnelly or Harris made the quota after several count’s but were deemed elected. So an unelected politician is running the health service and the same goes for Harris. That’s not democracy, that’s all about looking after their own and keeping the status quo. Shame on them
@Mike 100: Rte with their sub committee who seemingly don’t need to report to the board but can negotiate EXIT packages without any oversight. I’ve never heard of getting an exit package if you volunteer to leave your job. If you are made redundant it’s no problem. We’re being ridden yet again.
@Mary Toilet: Hah, that’s the third time in this article that you’ve forgotten which one of your several accounts you were posting from. Hitting the cans early today Stephen?
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Feb 25th 2024, 7:33 PM
@John Moore: Ah that awl chestnut….. Do you know how much income tax we paid last year? Do you know how much it’s grown over the years? From 2016 onwards in billions it was 20.97, 22.08, 23.47, 25.59, 25.19, 29.39, 33.64, 32.9 (high level 2023 figure)…… look at that income tax growth, Vat has also grown especially now with the cost of living. We won’t even mention corporation tax…… Now do you think there is there an argument to abolish USC, considering we got on just fine without it before and all tax receipts have never been higher. They’re also getting about 2 billion in property tax that wasn’t around pre crash.
@another one? what’s going on is the semi state sec: You really need to show the expenditure size to make a valid argument, Health and Education Social Welfare has grown too….
Yes, we are recording surpluses. Look back since 2009, we were in constant deficit, and borrowing was the only way to fund expenditure.
Running a country isn’t a simple exercise, and whoever is in government will not get it right every time nor satisfy the entire population.
The USC will never be abolished by any government it might change its name, like when the health levy at 2% was incorporated into the USC….
@SFmeansShyte4free: lol another FF/Fg bot, seriously the thought of FF/Fg getting the boot really upsets you lot it’s hilarious! got you straight in the feelings did I? Lol speaking the truth must really hurt your brains
@Ann Reddin: I have serious doubts that Sinn Fein would be any better. They constantly try to make every issue a points scoring exercise and like I said have changed their positions on a number of things once they saw they would not be electorally popular. When they give out about many of the issues you have listed and are then asked what they would do differently they often stutter or bluster like they werent expecting to be asked which is worrying. I do come back housing and that is their trump card as people are absolutely certain that the current government parties are not going to solve this in any reasonable timeframe so someone else has to be given a chance.
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Feb 26th 2024, 8:54 AM
@Cornelius Paul O Mahony: yes I understand that but these lads will just spend it. She scale of the increase in revenue over the few years is massive. Departmental budgets grow because the money is there. They throw money at the problem instead of fixing them. As I said previously, mismanaged projects, mismanaged departments, no accountability…… Etc. what happens when there’s another crash? Will those budgets reduce by much? Tax payer gets hit up again.
@Muhammad McNamara: Perhaps you should be asking about the Billions taken from the Irish economy to repay for the gangsterism of the banks and developers facilated by the same political parties that are again in power. You seen to have no problem concerning a Housing crisis, Rental crisis, Homelessness, Crumbling Health service, A make it up as you go along refugee crisis, Vulture companies that run riot . You certainly won’t get a house with the rental or otherwise under FFG / Greens.
@Mary Toilet: wrong account Mary, your losing it, you might want to switch back to your Muhammad profile cause that’s who i commented and said ,” says yer man” to. You just proved to everyone there your on multiple accounts. Pathetic
Not suprised with pictures in todays sunday world of current and past Fine gael politicians pictured with a business man who is accused of importing 32.8 million worth of crystal meth in Cork port over a week ago and also the article in same paper a few weeks ago about the bag man connections to Dublin Jimmy ,nice company they are keeping.
@Mary Toilet: LOL x 100, you’ve forgotten what account your using again, you should write them all down, your leaking yourself look even dafter than you are.
Question to all you FFG diehards, do you think if Leo/Micheal had treated the Housing Crisis with priority they wouldn’t be in this position with a paltrey support between them now compared to their halycon days ?
@Frank Cauldhame: How would have dealt with it effectively. After 2008, we essentially broke our bond rates, which were 3rd highest in Europe after Portugal and Greece.
Banks were essentially nationalised. IMF bailout wasn’t for house building, which sent builders out of business and the country.
Added to that when building of houses started again, it was only those companies that could attract funding from VCs, and we know how that’s turned out.
I’m no fan of these parties, and FF were in Government for 10 years before the crash with 41% of the vote in 2007, those days are gone and I doubt any party will poll above 30% in the election or any future elections.
Get ready for coalition’s some good, bad and completely crazy.
@Cornelius Paul O Mahony: Voting for the parties whose policies have failed is complete and utter madness, they caused the mess this country is in so why would we be voting for more madness. No, FFG need to spend a decade in opposition at least for their own good.
@Frank Cauldhame: There’s little point in voting for the past. Yes, it’s a natural human thing to do. It’s the future we should be concerned with.
Each party will release their aspirations or lies, and we will vote for those who we deem to be the lesser of two evils.
As I said, no one party will gain an overall majority, so even those who you don’t vote for will probably be in coalition or hold the balance of power in a minority government.
Ideally a national Government would be better option but that’s just my opinion.
@Cornelius Paul O Mahony: credit Unions Ireland offered to provide the required funding internally, €90 billion worth. In conjunction with public ownership of vast land banks at IRSB/Nama. A bit of social economic thinking would have kept builders at home, provided social and affordable housing and avoided this crisis. But that was not in the FFG plans to commodify housing for maximum profit. Trevelyan would be probs if their free market policies.
@M Bowe: And where would the CUs get the funds from? Members savings today are about 17bn, and it would have been against the CU legislation 1997, and rules of the movement.
Additionally I doubt a majority of the members in each individual CU would not have voted for it , around 450 CUs in Ireland then
Where would NAMA have gotten the money? it was essentially set up as a bad bank, and its initial remit was to manage out construction debt with funding from the Troika.
There’s no way the CUs nor were in a position to do anything.
@Cornelius Paul O Mahony: Spot on comment. It’s very easy to criticise the government for the housing crisis but it was a very complicated and mixed set of circumstances which brought about our current difficulties. Unfortunately, the loudest complainers havn’t the patience, intelligence or compulsion to examine it in detail. It’s easier to just rant and rant and rant!! If anyone thinks that sf would be capable of resolving it then they are deluded. I would be amazed if they could even attain 50% of this years housing outputs after they introduce their childish destructive policies!!
@chris gaffney: Correct, it was a hugely complicated issue, and despite the general narrative of easily fixable, it wasn’t .
It did cause a lot of hurt and nearly destroyed the country, and that not difficult to forget.
We weren’t the only country that this happened to, but reading and researching most countries have moved on. Banking has changed globally and easy money isn’t given out and as the Central Bank said last week the recent increases in interest rates hasn’t affected the economic or housing market negatively, of course this is a macro view, there are plenty of people struggling
The narrative, especially by the opposition, has to be negative.
Net household wealth in Ireland is over €trillion that’s assets less liabilities €180bn is household savings. Not a peep about this.
@Frank Cauldhame: mehole himself said it,he stands in solidarity with the homeless, that should be enough sounds like they’re taking action on it and increasing immigration,problem solved.
How any party that has been in power over the decades expects to not be decimated in the next election is laughable. With the state of public and semi private services in the bin, and the crawling on their knees to accommodate the use of our national grid by data centres, instead of insisting in the use of their own generated power, to them jumping with glee to make policies to make sure that vulture funds and property companies can buy up everything in sight and rent them out, for extortionate prices, while paying little to no tax because they left loopholes in place for them.
There is no doubt here, making what amounts to corrupt discussions to look after everyone except the hard working irish taxpayer will be their only legacy. Disgraceful, incompetent and embarrassing spoofers.
@SYaxJ2Ts: I wouldn’t say sympathetic. I would say they understand what they stood for the same as a jaffa understood what the British army stood for.
Thankfully its all over and the majority have moved on as time went by. It’s a pity that the both sides in the current war we are not allowed comment on would do the same. Senseless killing in all fairness.
@David Corrigan: the IRA stood for indiscriminate murder and sectarianism. There was nothing noble about it. So people who you euphemistically say “understand this” do not get my vote.
@SYaxJ2Ts: Like I said, thank God the British got the memo and decided to come to the table to discuss and give us the GFA. Those darks days are gone for ever.
@David Corrigan: not just the British, but the IRA and Loyalists too. The hero’s to me are the moderates and peacemakers like John Hume and George Mitchell. SF will never get my vote.
@Paul: have you any proven convictions to tell the readers or maybe your mixing it up with the fianna fail Bill Kinneally case in waterford or the Mary Boyle cover up case in Donegal or the Fine gael top brass Sunday world photos with da crystal meth accused importer in Cork
@Muhammad McNamara: lol another FF/fg bot, they had a good chance last time ok, even better chance this time. FF/Fg have our country ruined, the definition of insanity is to do the same thing over and over again and expect different results
@Gregory C Donoghue: lol I ain’t no shinnerbot, Im by no means a SF supporter, just find it hilarious how much you lot fear them getting into power and all your pathetic attempts to flood these threads with your bs and multiple accounts. You must be really scared of SF winning it’s desperate at this stage and personally can’t wait for next election to see what happens cause either way it’s bad news for FF/Fg. Lol
@Sheila McNulty: well it’s not exactly great at the moment Sheila is it, I don’t need to blab on about the current state of our health system and housing etc etc etc do I. Might be ok for you but not the majority
@Brendan O’Brien: You were swinging from the lampposts when the previous Poll went the other way, rubbing it in big time now your whinging, can’t have it both ways. At least SF supporters on here show some decorum !
@Mr Inbetween: ‘You were swinging from the lampposts when the previous Poll went the other way’ – actually I wasn’t.
‘SF supporters on here show some decorum’ is the funniest thing I have ever read: thanks for the LOLs. When SF didn’t get into government with 23% vote share last time its supporters were threatening to riot on the streets. And many of them are extremely belligerent on public forums.
The problem with SF is that I cant see anybody, apart from some independents, going into coalition with them. So while they could end up (some will say will end up) as the largest single party it might be impossible for them to be in government.
I don’t really care who’s in power after the next election as long it’s not the verucca, he’s has to be the most pig ignorant arrogant pig that ever ran the country,the contempt he shows to the taxpayers of Ireland labelling them far right is unbelievable
@Cornelius Paul O Mahony: What no confidence motions do is show the country that certain political parties continue to support those who have been shown to be negligent, incompetent, corrupt, or otherwise not up to the job.
And if the member of such parties do this, they are demonstrating that they are not only fine with such things, but that they too might also be any and all of the above.
@Mary Toilet: A Jesus Mary…Your memory is getting as bad as Martin’s…He stated in the Dail there was no bank bailout…Even Varadkar, Harris looked shocked when Martin stated that. Martin conveniently failed to mention he was a Minister in the FF/ Green government that facilated the gangsterism of the banks and developers. Your memory for a troll is shocking…
@Muhammad McNamara: FF have possibility moved too much to the right over the last decade or so with their neoliberal policies/proponents for that to happen.
There’d probably be no government that could be formed from this poll unless the Soc Dems join a Super Coalition of FG, FF, Greens, Labour and a few right wing pro NATO/Israeli independents from the Regional Ind. Group that are known to vote in favour of government policies like Michael Lowry, Seán Canney, Noel Grealish, Verona Murphy and a few others. Not sure Holly Cairns would go for that but it’s hard to forget that Stephen Donnelly was the leader of this party not so long ago.
@Uí Braonáin: I’m old enough to remember the early 80s 3 elections in 18 months……..I won’t be surprised if something similar happens again.
Of course, that has consequences for the economy and society as instability isn’t what a small open economy needs and the international investors will think twice on any additional investment.
People harp on that SF will represent change. It makes me laugh. Change from FF and FG? The leader of SF, ex FF party member. She didn’t move because of policies either. She moved for personal ambition and there’s nothing wrong with that. She knew she would lead up SF quicker than FF. But she was a member of FF because she believed in their policies. She didn’t have a dramatic policy shift and moved to SF. People are in for a bit of a shock when they realise SF will be exactly the same except with more blunders as a result of inexperience governing a country. But people are too entrenched in the SF support now, it will be like Brexit. Even if (when) it doesn’t live up to what’s billed, they will be unable to accept it. Amazing how humans find it very hard to admit when they got it wrong.
@Eoin Jackson: Did you actually say more blunders, thats not even laughable,that embarrassing for you. Decades of the same clowns destroying this country,give them absolutely no credibility of chance of leading the next government.Tgwir decisions,particularly over the last 18 years have been bordering on treasonous.Dispicable spoofers of elected officials, that need to be put out to pasture,on their hefty pensions.
@Eoin Jackson: you have absolutely no clue how politics works in the free state….mary Lou was a member of a failed free state republican party….she left to join another free state republican party….remains to be seen if they fail also
@Richard Brady: yes the country is destroyed. It’s in a horrendous state. Compare it to the 80s and you see how backwards we have gone. Those were the good times weren’t they? It’s not like we have developed whatsoever. Shut up with the hyperbole already. Yes we have problems. No one is denying it. Most developed countries do have problems. No country is perfect. I’m not endorsing FF and FG. I am just merely pointing out SF will be a very close version of FF, and when you look at the policies (as if you have ever looked!), then I am not wrong. And yes inexperience will result in mistakes. It’s the same in every industry or workplace. The dail wont be any different. Some people on here are incredibly sensitive…
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Link different devices 54 partners can use this feature
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In support of the purposes explained in this notice, your device might be considered as likely linked to other devices that belong to you or your household (for instance because you are logged in to the same service on both your phone and your computer, or because you may use the same Internet connection on both devices).
Identify devices based on information transmitted automatically 92 partners can use this feature
Always Active
Your device might be distinguished from other devices based on information it automatically sends when accessing the Internet (for instance, the IP address of your Internet connection or the type of browser you are using) in support of the purposes exposed in this notice.
Save and communicate privacy choices 72 partners can use this special purpose
Always Active
The choices you make regarding the purposes and entities listed in this notice are saved and made available to those entities in the form of digital signals (such as a string of characters). This is necessary in order to enable both this service and those entities to respect such choices.
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