Quote:
|
Originally Posted by ianathuth
They also assume that the majority of customers are happy with their service simply because they do not get any complaints from them.
|
Put it simply, if a customer isn't happy, they walk. If they don't like what they are getting, don't like the service, don't like ntl, they don't hang around.
I work in sales and add at least 60 people a month sign up through myself (I work in outbound, yes them annoying people who call and say "we can do cheap phone calls"!!!). I always give both my landline and mobile (which I have on at all times) out, and say if there are any probs, ring me. I also go back a 3/4 months later and call people I have signed up to make sure they are still happy.
Like I have already said, I think there is nothing worse than looking like a dick, and I hate to promise people things that they don't later get coz it makes me look stupid.
On average, of the 60+ people I phone each month I only get one every couple of months with/who have had a problem.
All of my team do the same, and have similar success. That's 14 people in total with an average of 840 people in a month with around 5 people in each month that have had a problem of some kind (wheter it be something trivial or something major). That's not a bad average of people who are happy, I know it's only a snapshot but approx 3% who are unhappy... and it's made out like it's a massive majority!
There are some figures for you, they are not assuptions, but true fact. As for Call queues with CS, in the NW we average a
max of 5 mins to answer a call (statistics from a csr friend), so this 30 mins is a tad of an exaduration if you are talkin NATIONALLY, which you must of course, because you are talking about ntl as a WHOLE.