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Originally Posted by monkeybreath
not all the the staff do.
so you don't mean all of the staff then... or do the "decent helpful representatives" treat the customers with contempt too...?
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I'd already stressed that it wasn`t all of the staff, sadly the exceptions are rare.
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Originally Posted by monkeybreath
Yes how worthwhile that would be... actually don't bother telling them what the fault is next time, and you can play a little guessing game instead.
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Well, the idiot I was speaking to towards the end of last week certainly wasn`t listening to what I was saying. Perhaps if she had actually paid attention to what I was saying I would have been off the phone more quickly, contributing to reduced wait times for others. I don`t use the term "idiot" lightly here, she seemed incapable of either listening to what I was saying or comprehending the nature of the problem.
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Originally Posted by monkeybreath
The process is there for a reason- we run reports on the modem and this has to show that it has been rebooted. If it cannot be seen from the logs that this has been done, the chances of the region refusing to book an engineer are much higher, hence customer doesn't get a phonecall back, gets annoyed etc etc. How long does it take to reboot a modem?! 30 seconds... and it takes that long to fill an engineer request in anyway. You might as well just do it. And actually, it very often does work. Why do you think there are IVRs when you call TS telling you to reboot? why do you think we get you to do it...? I can assure you it is not just to waste your time and frustrate you.
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Not my problem if the system has been designed with this inflexibility. I don`t see why my time should be wasted jumping through those hoops. If it is a problem that is clearly not going to be solved by rebooting the cable modem and I can report back to the TS what the modem is reporting in the internal diagnostics, a problem that a reboot isn`t going to solve, I begrudge a reboot simply so they can tick a little box on a form. I particularly begrudge being told to reboot the PC simply when the cable modem is being sent a new config file, rebooting the PC has *nothing* to do with the cable modem's capability of receiving a new config and I`m not going to do it.
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Originally Posted by monkeybreath
If someone asks me to note something i will do it, after all, if you want to you can request to see all your account notes (Data protection act) so you would able to see who has/ has not recorded what you asked them to.
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Again, the exception, but whenever I ask for something that should be in the notes to be checked it isn`t there. I can only go on experience, and that is one that does engender trust in the person at the other end of the line to actually get the job done correctly.
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Originally Posted by monkeybreath
Not me... if someone wants to talk to my manager that is fine by me! I won't do anything at all to stop you, because i know i am good at my job, and my manager is paid more than me to deal with escalations. Why should i stop a customer moaning to a manager when i want to  |
Again, the exception. In my experience unless you browbeat the CS/TS representative they will refuse to escalate a call to a supervisor. As far as I can tell they hide behind this excuse as a cover for their lack of competency.
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Originally Posted by monkeybreath
I will not promise a callback, unless i know i can do it myself, or guarantee that someone will do it for me. It does wind me up when people ring up and demand callbacks because they have been waiting... why should we call you back and keep the other XX customers who are queuing waiting even longer? Don't think you would be happy if you were one of the other waiting customers....! If you rung me in TS and asked for a callback, unless their were very good grounds then i would say no. You could complain to my manager as well, but that is your prerogative |
I`m not talking about the times when I've asked for a callback, I`m talking about the times when the CS representative claims they can`t deal with an issue there and then and I`ll receive a call back. In my mind the offer of a callback equates with a feeble excuse to get the customer off the phone.
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Originally Posted by monkeybreath
I think ntl's reputation (aside from this forum) is not bad, most broadband isp reviews that i look at rate ntl as average, definately not one of the best, but also not among the worst either.
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If my work performance was rated as "average" I wouldn`t be happy, equal mediocrity isn`t a valid defence.
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Originally Posted by monkeybreath
From a person point of view, i would recommend ntl to anyone
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Whereas if I even get a sniff that someone I know is thinking of going with NTL they are warned not to in extremely strong terms. This isn`t just me, I don`t personally know anyone who is happy with NTL and wouldn`t switch from them if they had a reasonable choice (by reasonable choice I mean I stick with NTL because I`d need to get planning permission to get a Sky dish put up, and even then there is no guarantee I`d get the landlord's permission).