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Originally Posted by Mark B
Most often people do not put the phone dopwn on you. For starters, it's not a phone anyway, it's a headset plugged into a swtchboard terminal, so there's nothing to 'put down' anyway.
The likely cause is the phone system going wrong. Still unacceptable, but I get annoyed when I constantly read that ntl staff hang up on customers. We don't.
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But the customer knows they have not made an action to terminate the call, either it has been wrongly transferred, the software has caused a bug to drop the call, a headset has been left on auto answer while it's owner goes to the bathroom, all of these things are caused by problems at the call ctr end, not the customer end. I understand that you are not sitting cradling a telephone, but "putting the phone down", is the coloquial epression to describe what happens.
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Originally Posted by gary_580
Your joking!!! People phone up without their account number or knowing their home phone number. No wonder there are excessive wait times, must be so many people making repeat calls because they cant express their problem properly.
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NTL work on a phone number they force you to have whether you use it or not (I'm a DTV customer, so lets take that as fact and not debate it). It sits in the corner of the living room with nothing plugged in and I'm expected to remember this number?
I Must say of late calling the 0800 052 2000 number punching in a random 01992 number (and trying to report a telco fault - best place to call to moan about green cabinet doors IMHO). I have got through to a person within 5 minutes each time. My experience says things are getting better.
Just a shame the Service Continuity team cannot be bothered to follow up on the mails the call centre generate.