Retentions used to be alright at Teesside. They where a good bunch of folks that worked hard to take ownership of problems and take them through till they where sorted out and the customer was happy again. They sorted problems out rather than throw money at them which I'm sure the customer s respected. I used to get handed escallations from retentions (which was directly under faults) and just sort out the priblem with a few phone calls.
untill someone at Virgin understands that the way to good customer service is to have highly trained well paid 'english' staff on the phones things are not going to get better. Swapping about call centres and phone numbers is going to make things worse in the long run. I'll give sky and bt props for haveing 150,151 0800 800 800 (bt) and 08702 40 40 40 (sky) as at least you know the bloody number to call. Most times you know your getting the sky cal centre in fife and the lady I spoke to knew exactly what she was doing even when presented with a few things to trip her up. Sky however use the phillipenes (sp) for thier bb tech support and they know nowt.
---------- Post added at 22:41 ---------- Previous post was at 22:38 ----------
Quote:
Originally Posted by Kevin.Beaumont
In an average quarter Virgin Media loose around 2% of their customer base. This is growing year on year (ie it's getting worse). A large part of the reason is Sky's advertising machine.
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Compare that to the 13% it got to a few years back and it is clear that things are getting better.