Cable Forum - View Single Post - NTL at fault

Mr Clean · 28-12-2006, 14:24

I used to work in a call centre for *Cough*Broadband/Yahoo/Connect/DialUp and everything else. Was a shambles of a place and probably still is. But had some fun while working there.

But in my experience, and I practice this myself now, if you speak to the the agent on the phone with a nice polite tone and explain clearly your situation without getting irate. That CSA will probably go out of his way to assist you in fixing the fault.

If you fire in like a pitbull, barking like a fool, you'll get muted and laughed at by everyone around the agent with you on loudspeaker for all to hear. Then when you're done ranting and raving you'll get fobbed off because in my view, if you have no manners (no matter what the problem, length of problem, cause of problem) CSA wont want to help you.

I certainly wouldn't and didn't help anyone without manners. Obviously, sometimes someone would bark a little and you get them to calm down, explain the problem and fix it. Job done. Just took 5-6 minutes longer because the customer wanting to shout that it was MY fault his emails weren't downloading. Never mind the fact that he'd sent HIMSELF a 36Mb file attachment from his office Broadband to his home DialUp.

At the end of the day it's a case of treat people as you expect to be treated. Or suffer.

Enjoy.

JG

28-12-2006, 14:24	#17
Mr Clean Inactive Join Date: Jul 2004 Location: Derby Age: 47 Services: Virgin Media XLTV - Phone - 20Mb BB Connection - Godbless 'em! Posts: 200	Re: NTL at fault - not me! I used to work in a call centre for CoughBroadband/Yahoo/Connect/DialUp and everything else. Was a shambles of a place and probably still is. But had some fun while working there. But in my experience, and I practice this myself now, if you speak to the the agent on the phone with a nice polite tone and explain clearly your situation without getting irate. That CSA will probably go out of his way to assist you in fixing the fault. If you fire in like a pitbull, barking like a fool, you'll get muted and laughed at by everyone around the agent with you on loudspeaker for all to hear. Then when you're done ranting and raving you'll get fobbed off because in my view, if you have no manners (no matter what the problem, length of problem, cause of problem) CSA wont want to help you. I certainly wouldn't and didn't help anyone without manners. Obviously, sometimes someone would bark a little and you get them to calm down, explain the problem and fix it. Job done. Just took 5-6 minutes longer because the customer wanting to shout that it was MY fault his emails weren't downloading. Never mind the fact that he'd sent HIMSELF a 36Mb file attachment from his office Broadband to his home DialUp. At the end of the day it's a case of treat people as you expect to be treated. Or suffer. Enjoy. JG