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nidave · 23-07-2004, 20:39

The problem with a compay that had a requires a large amount of technical knoweledge is that diffrent departments have diffrent specalities. One person can not know it all and have to specalise in an area.

Its the same in my job - I work for a big bank and I could NEVER know everything there is to know about all out products and services. thats why we we have to transfer people possably 3-4 times. Especaly if thier query is about more than one thing ie Bank Account, Mortgage or Loan.

A good system in my opinion would be like the one mentioned above - you are given a unique refrence numer for that fault / query / complaint and that way they can be traced very quickly. I would not like to be responsable for the CS in ntl - it must be vary hard to change such a big and inconsistant service.

Thats not to say they are not good. I have jsut had a great response from ntl - my bb & CTV went off yesterday (thurs) afternoon. called faults (afte being put through to both the CTV & BB faults dept ) was told and engineer would be out on sunday. at 5 pm (fri) I got a call asking if we were in as the engineer was in the area. He fixed the problem (it was a loose wire on the box on the side of the house).

23-07-2004, 20:39	#8
nidave Inactive Join Date: Apr 2004 Posts: 63	Re: Customer Service System The problem with a compay that had a requires a large amount of technical knoweledge is that diffrent departments have diffrent specalities. One person can not know it all and have to specalise in an area. Its the same in my job - I work for a big bank and I could NEVER know everything there is to know about all out products and services. thats why we we have to transfer people possably 3-4 times. Especaly if thier query is about more than one thing ie Bank Account, Mortgage or Loan. A good system in my opinion would be like the one mentioned above - you are given a unique refrence numer for that fault / query / complaint and that way they can be traced very quickly. I would not like to be responsable for the CS in ntl - it must be vary hard to change such a big and inconsistant service. Thats not to say they are not good. I have jsut had a great response from ntl - my bb & CTV went off yesterday (thurs) afternoon. called faults (afte being put through to both the CTV & BB faults dept ) was told and engineer would be out on sunday. at 5 pm (fri) I got a call asking if we were in as the engineer was in the area. He fixed the problem (it was a loose wire on the box on the side of the house).