[ian@huth]

Having read many stories regarding customers experiences with Customer Services it begs me to ask the question on what notes, if any, are placed or should be placed on customers accounts when they contact CS. You see the same sequence of events in many customers experiences where they have called CS on numerous occasions with the same fault and each time have been talked through the same checks, reboots, etc.

I recently had a problem with the oven in our kitchen and when contacting the manufacturers CS department was given a job number. If you have to call them back you are asked to press "1" if it is a new query or "2" if it is an existing query and you have a job number. When you get through to the agent and give them your job number they immediately know your name and every detail of every call you have made to them including times, dates and agents name who took the call. You are spared having to go through the whole story again and again.

Why can't NTL implement such a scheme to make it easier for both the customer and the agent handling the call? I presume that most agents are working to some sort of script so it would hardly be rocket science to give codes to each step in the script and input those codes onto the customers account notes as they are performed.