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Originally Posted by stuartbe
It was only my customer service skills that were lacking and not my technical skills. If you dont know your com port from your usb port then you should not have a job in tech -- simple !
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Spot on!
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I can feel for the ntl staff and I am never critical of them - I am only critical of the company. I can understand the comment about modern day sweatboxes !!!
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I think some of NTL's staff are great, others less so. Like any company, there is a cross-section of human behaviour. Some care, some don't. And yes, the company is responsible for training and controlling the staff. They set the policy and should police it, which also means rewarding good staff. Unfortunately, NTL seem to see dealing with the customer as an evil to be overcome rather than making this an oportunity to grab, and show they care, and it's this atitude that sometimes affects the actions of their staff.
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If you care about the customers problem and take OWNERSHIP of the problem you can close the call with a happy customer.
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That's the key. And yes, it should be a company policy to try to be helpful, not just an individuals choice. As for some customers, they are abusive, and I'll never defend anyone who is. But remember, that same customer may have spent hours on several phone calls, being passed around, and fobbed off with different excuses before they get to you. It's two sides of the same coin.