Quote:
Originally Posted by Paul
Trouble is that a lot of customers only see the available speed and base their choices on this instead of good CS/ TS. That and the fact that NTL needs to keep looking for new customers due to churn means that speed boundaries will continue to be pushed and CS/ TS will suffer due to poor training/ insufficient funding and problematic out sourcing. No provider is perfect and there is yet to be one provider brave enough to say enough is enough and concentrate on customer service instead of trying to keep up with the competition.
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NTL were featured in 'You and Yours' on Radio 4 yesterday morning. They put up their new Head of Customer Service as their spokesperson. It was said that their 'customer image remains tarnished' and they came bottom in a Which? survey, but they have responded by investing heavily in customer service to improve things.
Hmmm. Maybe the effects of the investment are still in the process of filtering through to the customer...
It can be heard via the Beeb's 'listen again' feature for the rest of this week. The article lasts about 10-15 minutes and starts about 30 minutes into the programme.
http://www.bbc.co.uk/radio4/progs/listenagain.shtml
Mike