[info4u]

I have heard about the reputation NTL has for service excellence is poor and that there was complaints unseen to (a big pile so rumour has it in the offices, in telewest).
Good news is the merge from Telewest meant mixing the best of both companies.

NTL are currently been introduced with the customer service levels from Telewest, so NTL customers (should start to notice a change on how their experiance is with the customer care is since we are aligning the level of service ready for when the new company has been fully finalised)

one of the reasons why NTL apparently had such poor customer care experiance is because 90% of the staff was new (They had a high churn internal staff members leaving) meaning the vast majority are inexperianced (less than 6 months with the company) including managers and many left because every call was a screamer (complaint).

(Please note this is only from what I have heard and may not be facts)

What is for certain is that NTL are adopting the customer care experiance from Telewest as they have sent people from Telewest up to retrain their existing staff members at NTL

Good news is Telewest has always had a better reputation for its customer care experiance to NTL and with NTL taking on our methods of driving customer care it should be a turn around for those customers at NTL