Level 7: Deputy Inspector

How to Maintain Serenity

When it comes to messaging for help in the My Telstra app, and with the realisation that the person on the other end is likely to be dealing with three to seven plus other enquiries simultaneously; the stress of uncertain outcomes is a successful deterrent to even the most patient of us.

I wish to apologise for ever advising anyone to use this method of “assistance”.


@rgrtht ,  I find frequent reading of the Desiderata by Max Ehrmann and the poem If by Rudyard Kipling helps me to maintain serenity.


If you can keep your head when all about you
Are losing theirs and blaming it on you;
If you can trust yourself when all men doubt you,
But make allowance for their doubting too;
If you can wait and not be tired by waiting,
Or, being lied about, don’t deal in lies,
Or, being hated, don’t give way to hating,
And yet don’t look too good, nor talk too wise;


If you can dream - and not make dreams your master;
If you can think - and not thoughts your aim;
If you can meet with triumph and disaster
And treat those two imposters just the same;
If you can bear to hear the truth you’ve spoken
Twisted by knaves to make a trap for fools,
Or watch the things you gave your like to broken,
And stoop and build ‘em up with worn-out tools;


If you can make one heap of all your winnings
And risk it on one turn of pitch-and-toss,
And lose, and start again at your beginnings
And never breathe a word about your loss;
If you can force your heart and nerve and sinew
To serve your turn long after they are gone,
And so hold on when there is nothing in you
Except the Will which says to them: “Hold on”;


If you can talk with crowds and keep your virtue,
Or walk with Kings - nor lose the common touch;
If neither foes nor loving friends can hurt you;
If all men count with you, but none too much;
If you can fill the unforgiving minute
With sixty seconds’ worth of distance run -
Yours is the Earth and everything that’s in it,
And - which is more - you’ll be a Man my son!

— Rudyard Kipling




Education by osmosis is my preferred option

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Level 2: Rookie

Re: How to Maintain Serenity

Yes. A thousand times yes. Perfectly encapsulates that approach. I should aspire to it with more dedication, instead of the self-serving sarcasm I say in my head to comfort myself, though while thoroughly amusing, witty, and oh-so-satisfyingly delivered (to myself) doesn’t really take into account the humanity behind the retarditry, which I often find so very hard to see through all the retarditry floating about the place.

I drop my phone on my face when texting lying down.
Level 7: Deputy Inspector

Re: How to Maintain Serenity

My experience of the in-app messaging:

Simple or common requests have been done well and with grace in one messaging session. E.g. change contact details or last year’s COVID additional data offers.


Unfortunately anything beyond basic becomes a lottery. This is when delays in response times set in, with the customer being passed and dropped like a baton in a poorly run relay.


Awareness of the cause of a retardant (any agent that retards, delays or hinders) does not automatically confer acceptance. It is a salve but does not solve.


Sarcasm can be effective in addressing an impossible situation, with similar results.  It's usually more entertaining. When it hits the mark it can lighten someone's day.


Telstra’s “T22 strategy” and its intention to split into 3 entities:

ABC News includes details 


Methinks the levels of retardant floating around is about to rise exponentially.


It is an indictment on an organisation when good results are seen as the exception.

Education by osmosis is my preferred option

Set it & forget it

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