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Originally Posted by jimbo
Agreed. Sadly, it seems to depend to a large extent on who you get through to. Hopefully, with the consolidation of the call centres, new procedures will be implemented with greater ease and everyone will be singing from the same hymn sheet. In fact, there was a day-long training session on exactly that this week for managers nationwide.
*keeps fingers crossed*  |
So what have all the training sessions in the past been about then?
The problem is that ntl supply little/worthless training & support in their front line/customer facing staff.
They are invariably not able to deal with the issue, & have to pass it to someone else.
We've heard it all before-all ntl need to do is allow (make that ensure) staff take ownership of probems, & make sure they deal with them to the customer's satisfaction & not ntl's satisfaction.