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Originally Posted by nidave
I agree, ntl are have a huge amount of work beofre they get rid of the imge that have of poor CS. Again it all depends on who you get at the other end of the phone. There are some fantastic CS staff in ntl (as proven on the forum) and my opinion (now dont shout at me for this is its just my opinion) they need to have more training, and be given some pratical examples ie have boxes in front of them while they talk to a buddy on the phone who is trying to help them. then swap.
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I'm not going to shout at you for saying that, yes they could benefit from more training. Likewise they also need to have the right structure and tools in place to make it work.