Anyone from CS out there?
 

Just thinking out loud really - how many ntl: home CS people are active on this site?

I don't see much in the way of offers of help to customers on here from those at ntl.... for instance, the caller id thread in the telephony forum. Why does no-one else from ntl offer to find out if it's available in certain areas? :confused: I don't work in CS, but am more than happy to spend a minute or so finding this kind of info out. Why doesn't anyone else appear to be? :(

Re: Anyone from CS out there?
 

I'm here and always willing to help.

Re: Anyone from CS out there?
 

Sorry Dezzo, I know you are. :) :angel:

Re: Anyone from CS out there?
 

TBH... I would not know who is TS and who is CS :)

Its hard to identify you guys and girls sometimes !

I think that this can be confusing to new members as they are not sure that they are giving there details to someone they can trust and have to verify with a mod/admin.

Perhaps we should have a thread where you can all intruduce yourselves and the departments you work in that users can look at. The thread could then be closed and used for reference...

Just an Idea - Keep up the good work guys and girls :)

Re: Anyone from CS out there?
 

Although I'm not in CS now I did work in CS for 2 years and am like yourself in that will give help when I can. With regards to the caller id thread, I am unsure what areas it is exactly available in cos of the regional differences, it's certainly available in my region. I think some staff are very wary of what to post in case they get into bother but my feelings are that if you can justify what you are posting and put it in the right way you should have nothing to worry about. There is also still alot of confusion regarding the differences between regions amongst staff so maybe that could also be the hesitancy in posting. :shrug:

Re: Anyone from CS out there?
 

The thing is, if you have access to our (ntl) intranet, you can find these things out.....caller id for example -

Got to the ntl:home intranet page, use the postcode finder to see which region (and susequent subscriber system) the postcode comes under. Then, if you got to product info for telco on the ntl: home intranet page again, it'll show you which regions and subscriber systems support caller id. It takes seconds to do, butr not many people seem to want to bother, or have any initiative to to try and find out for the customer... :shrug:

Re: Anyone from CS out there?
 

I'm neither TS or CS, or indeed any ntl:home dept. :)

Re: Anyone from CS out there?
 

Just a Gem :D :D

Re: Anyone from CS out there?
 

Unfortunately I don't have 100% faith in the info on the Intranet with regards to availability of services. It may be correct now and can be very useful but I have been caught out on numerous occassions so rely on the tried and tested method of speaking to those who make the decisions.

Re: Anyone from CS out there?
 

I think the franchise finder and subscriber system info is correct - I've never been told by anyone who I've confirmed caller id availability to that I was wrong... :shrug:

Re: Anyone from CS out there?
 

I suspect you don't need to look any further than the attitude of some members here to NTL and CS staff. I certainly would not feel inclined to visit or be helpful in an forum where my Company and it's staff (i.e. yourself) are constantly called crap [or worse]. Some very helpful people have left the forums because of this.

Re: Anyone from CS out there?
 

Good point There's been more and more of that recently... :(

Re: Anyone from CS out there?
 

I always offer my help

Just ignore the threads where peolpe come to moan about stuff, and concentrate on the ones that need help.

Re: Anyone from CS out there?
 

They need to be thicker skinned, IMO and some are more than others. At the end of the day you need to remember that this is nthellworld and there is bound to be some tensions amongst customers and ntl staff, where tensions get out of hand, we step in. One member has already been banished from these forums for constantly abusing ntl employees and calling them all liars despite the fact that he has not met every one of them. We will act on anyone abusing any member whether they are an ntl employee or not.

Re: Anyone from CS out there?
 

I use TS when i play CS....and im full of a lot of BS :disturbd:

Re: Anyone from CS out there?
 

I'm sorry, your point is? :confused:

Re: Anyone from CS out there?
 

No point to it really .... TS = Teamspeak, CS = Counterstrike, BS = Bull Poo :D

Re: Anyone from CS out there?
 

Bull Poo :D LOL

Thats Avatar for you.... He is a bit nuts :)

Re: Anyone from CS out there?
 

Only a bit? io thought you knew me better than that. :disturbd:

Re: Anyone from CS out there?
 

I am CS as well. happy to help when I can.

Re: Anyone from CS out there?
 

Would the CS/TS peeps here like to be identified by some form of their own avatar? (like we had on .Com?)

Re: Anyone from CS out there?
 

Not a problem with me although could you come up with something snappy and interesting for Sales (S would be a bit dull), which is were I work now. :D

Re: Anyone from CS out there?
 

Cool-how do other Associates feel?
We could have different avatars for different depts (Sales/TS/CS etc)?

Re: Anyone from CS out there?
 

Not a bad idea, but wouldn't that look like that Offical help is being offered? As i think Richard said the other day you guys get mail from people all the time thinkng that you are ntl (so to speak). Would this just not add to the confusion?

Not knocking the idea though :)

Re: Anyone from CS out there?
 

Perhaps a pop up on the login screen that not only states the NTL staff are here voluntarily and under there own steam but that problems should not be emailed to
them directly.

This should apear on the welcome screen after the username and password is entered.

Thanks NTL bods... I do think this is a good idea but I can see that it could be confusing for new members !

Re: Anyone from CS out there?
 

Yeah-we get mail via the feedback button on the site from peeps asking to be disconnected/whats my email password etc-in gact, you name it!!

I think we could easily stress the point that we are in no way an official help site, but that there are plenty of peeps here who are willing to help.

Re: Anyone from CS out there?
 

:tu:

I have no doubt you have people willing to help out, there are a good bunch of employees on this site :cool: :D

Re: Anyone from CS out there?
 

Propingupthebar has always been very helpfull on this site, especially with tech issues.

Re: Anyone from CS out there?
 

All the ntl peeps that post here are helpful, & we all are (believe it or not), very grateful to them. :)

Re: Anyone from CS out there?
 

The avatar thing sounds good Neil

Are you going to go ahead with this idea?

Obviously we have to be acreful as to what we discuss through the website, but I cant see why NTL would have anything against this...

Or would I be wrong?

Re: Anyone from CS out there?
 

Perhaps the avatar should not say NTL - maybe ntlworld helper or something like that !

Re: Anyone from CS out there?
 

Why not start off with an employee only forum, hidden from view, that way employees could discuss issues and sort out a preffered system for identification and posting.

Re: Anyone from CS out there?
 

That's also a good idea, we had a similar thing on .com.

Ok-so are peeps generally cool with an avatar, & possibly the idea of their own forum that we can post links to problems in for them to pick up? (that way they only have one area to 'keep an eye on' so to speak, & it makes it easier for them-remember they are all here voluntarily)

Re: Anyone from CS out there?
 

Speaking from the non NTL side of the fence that sounds like a fine set of ideas to me. :D

One question though - how are we going to know that someone is dealing with a problem ?

Re: Anyone from CS out there?
 

I presume that the person who takes the problem on would PM the person having the problem to let them know they r looking into it :)

Re: Anyone from CS out there?
 

Absolutely. :)

Re: Anyone from CS out there?
 

Good thread!

Re: Anyone from CS out there?
 

Some top ideas going on here :tu:

Re: Anyone from CS out there?
 

Ah, no, I was meaning how would the general members know that a problem had been picked up and was being looked at - to save duplication of effort. i.e. lots of people all trying to offer advice when a CS/TS person is already dealing with the problem.

I guess the answer is for them to post something along the lines of "being delt with" in the topic.

Re: Anyone from CS out there?
 

Yep-Perhaps they would just need to make a post saying "Thanks, this has now been picked up by [Name]"

Re: Anyone from CS out there?
 

Debs pop her head in :wavey:

Re: Anyone from CS out there?
 

*Neil strokes Debs's head* :D

Re: Anyone from CS out there?
 

:knock: <--------not like this I hope :erm:

Re: Anyone from CS out there?
 

:Yikes:

Nooooooooooooooo :pp

Re: Anyone from CS out there?
 

I guess that we would have to make clear that any help being offered is in an unofficial capacity. ntl are welcome to provide official help, but a cow flying over the moon is more likely than that :rolleyes:

Re: Anyone from CS out there?
 

You'll never guess what I've just seen !!!!! :angel:

Re: Anyone from CS out there?
 

Daisy in the space shuttle?????

Re: Anyone from CS out there?
 

I would very much doubt if NTL would be willing for its staff to open up those lines via this site ( i might be wrong). I for one wouldnt be willing to access systems at work in order to answer a personal problem for fear of getting diciplined. There are all kinds of implications.

Im happy to give unofficial help as and when i can tho. And i would tend to stick to the areas that im best suited to. I take OB's points about being more willing etc etc. But dont forget that many of us are doing this in our own free time.

Re: Anyone from CS out there?
 

I'm sure grum/scooby, Russ and quite a few others could offer employees a guide or suggestions as to the best way of moving forward that could benefit everyone and hopefully keep people out of trouble.

Re: Anyone from CS out there?
 

Yes never let ntl know your username :)

If you offer any help make sure you always ring a customer to discuss so dpa etc can be done.

If they ask where you picked the problem up from say it was a friend of a friend and you were just helping out :angel:

Always make it clear that if you ring a customer that they DON'T mention this site to you as where they know you from

follow these rules and you will have NO problem

Re: Anyone from CS out there?
 

Nice one NTL guys !!!

Mods/Admins - have you thought anymore about the avatar's for these guys ?

I think this idea could realy work.....

Re: Anyone from CS out there?
 

So do I Stu, & it's something we are currently working on. :)

Re: Anyone from CS out there?
 

I seem to have created a (small but friendly) monster here.... :erm:

Re: Anyone from CS out there?
 

Good.... Its a monster we need at this site... :)

Re: Anyone from CS out there?
 

Yes-a small/friendly one! :pp

Re: Anyone from CS out there?
 

I'm still here, despite the friendly abuse I often get ;)

Re: Anyone from CS out there?
 

LOL - a monster like this ? :D

Re: Anyone from CS out there?
 

Good to hear that - Stick around m8 - this site is going from strength to strength

Re: Anyone from CS out there?
 

*Getting back swiftly to OB's original topic*.......:angel: