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-   -   The Ultmate Goal (https://www.cableforum.uk/board/showthread.php?t=33603859)

LILIANOSWAL20 21-11-2006 18:25
The Ultmate Goal
 
When will the powers to be in the Broadband sector come to terms with common sense initiatives set out by the massive customer base already online? There is need to compete in the business world but good facilities and first rate service always holds the intrepid customer closer to the provider. It takes years to build a devoted customer base and longer to establish their trust. I would be delighted to see one provider set the standard and then watch the other try to crawl up to their standard. A good starter would be setting the Broadband minimum to 10mb for the same price as the present 4mb. Or is that asking too much?

greyfox1974 21-11-2006 18:56
Re: The Ultmate Goal
 
Quote:
Originally Posted by LILIANOSWAL20 (Post 34163594)
When will the powers to be in the Broadband sector come to terms with common sense initiatives set out by the massive customer base already online? There is need to compete in the business world but good facilities and first rate service always holds the intrepid customer closer to the provider. It takes years to build a devoted customer base and longer to establish their trust. I would be delighted to see one provider set the standard and then watch the other try to crawl up to their standard. A good starter would be setting the Broadband minimum to 10mb for the same price as the present 4mb. Or is that asking too much?

looks like your in dreamland for nows lol no isp would do it if they did you would think they was going crazy lol but loves the idear cheap 10mb lol they wouldnt know wot loyal is

Paul K 21-11-2006 18:56
Re: The Ultmate Goal
 
Trouble is that a lot of customers only see the available speed and base their choices on this instead of good CS/ TS. That and the fact that NTL needs to keep looking for new customers due to churn means that speed boundaries will continue to be pushed and CS/ TS will suffer due to poor training/ insufficient funding and problematic out sourcing. No provider is perfect and there is yet to be one provider brave enough to say enough is enough and concentrate on customer service instead of trying to keep up with the competition.

Heedyheed 21-11-2006 19:34
Re: The Ultmate Goal
 
Quote:
Originally Posted by Paul (Post 34163617)
Trouble is that a lot of customers only see the available speed and base their choices on this instead of good CS/ TS. That and the fact that NTL needs to keep looking for new customers due to churn means that speed boundaries will continue to be pushed and CS/ TS will suffer due to poor training/ insufficient funding and problematic out sourcing. No provider is perfect and there is yet to be one provider brave enough to say enough is enough and concentrate on customer service instead of trying to keep up with the competition.
NTL were featured in 'You and Yours' on Radio 4 yesterday morning. They put up their new Head of Customer Service as their spokesperson. It was said that their 'customer image remains tarnished' and they came bottom in a Which? survey, but they have responded by investing heavily in customer service to improve things.

Hmmm. Maybe the effects of the investment are still in the process of filtering through to the customer...

It can be heard via the Beeb's 'listen again' feature for the rest of this week. The article lasts about 10-15 minutes and starts about 30 minutes into the programme.

http://www.bbc.co.uk/radio4/progs/listenagain.shtml

Mike


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