Quote:
|
Originally Posted by Neil
No offence here....
But why are you applauding a company that does it's job right? 
Any company indiviual/company that goes 'over & above' deserves a mention without a doubt, but just because they did what you asked them to? 
That wasn't aimed at ntl specifically-the same applies to any company.  |
Because it's human nature to do this it's all to do with expectations. DVS called ntl "expecting" a crap service instead he got the correct service he should have got. But because he was expecting a crap service the correct service is elevated in his mind to something exceptional - which of course it isn't.
Customer satisfaction is a curious thing sometimes, for example: if you are with a company that maintains the same standard of service since the day you joined and has never broken - you are likely to take that service for granted - so to speak - you are unlikely to sing the praises of the company to others all the time, your getting what you pay for and you see no reason to shout about it.
However, this company then mucks up your bill, or you lose service. You call up the company and then sort out your problem (that they caused) straight away. Your now happy - you've had a positive customer experience and next time some one mentions this company you'll pipe up " they're really good sorted my problem straight away" even though it was their problem to begin with. If they'd not caused the problem in the first place and carried on with the usual level of service you wouldn't have had that customer experience and wouldn't be saying how good they are.
It's strange, people think ntl CS is crap, and expect it to be crap, so when it's normal - it's good. It's exceeded their expectations and therefore they feel compelled to tell people about it.
Does any of that make sense?