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Originally Posted by Chris T
Aw come on, at least take off the rose tinted glasses first.  |
So, having a little rationale and not feeling too emotional either way about a utilities company is rose tinted? Then great, I'll have two pairs.
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It's absurd to suggest a customer has no right to complain about crap service, just because the service provider is candid enough to admit the service is crap.
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I'm sorry, where did I suggest that? All I said was, you were warned about the wait. But you waited anyway, and then you whine - how contrary can you get???
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A call centre should be adequately staffed to deal with call volumes. In fact, they answered while I was posting this - total wait time, 25 minutes. Are you suggesting that because they answered the call in five minutes less time than they predicted, I should be grateful that they exceeded my expectations? That's just daft.
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No, I'm not suggesting that at all. The recorded message was ntls way of trying to manage the customers expectations. As I said before, whether you chose to act on it (call later) or wait and whine, is up to you.
ntl's call centres are staffed enough. The problem is either crap training (more often that not the case) which means it takes longer to sort out the query, a busy day (such as bills being received and people phoning to pay/query them) or numpties who can't work out by themselves that the reason their remote control isn't working is because the batteries have run out and if it's not fixed they're off to BT!!!!
Sure, ntl could staff up there calls centres to make sure the phone never rang more than twice for any customer who rings up - but just watch the prices of the services rocket to cover the huge wage bill.....