[Marge]

TW, I don't think any of us are "slagging" customers off, what we are trying to say is that we find some calls are lengthened by a customers lack of knowledge. As we all know we all had to start somewhere with computers but we are not there to offer over the phone pc knowhow. I once spent 37 minutes with a lady trying to help her to get the computer turned on, she couldn't do it no matter what she tried and that was before I even tried to help her register for Broadband. The computer was her sons and she thought she would try to help him by getting his broadband registered but she'd never worked a pc before.

As this thread is about waiting times that is an example of why I wasn't able to take more calls that day, leaving more customer hanging on. It's difficult trying to strike a balance between excellent customer service in the quickest time possible to try and reduce waiting times for customers in the Q.