Quote:
Originally Posted by Paul
Trouble is they have been trying to fix it, then they changed a part of it and now they are trying to fix it again. Unfortunately they have also rolled out HD and a brand new viewing card within the last couple of months and it's not doing their queues any favours.
I must admit though if customers listened to the options and took the right ones the customer services queues would be shorter. Customers often moan at queue length and then you look at your screen and see they came in via the wrong department completely.
Sky need a callback option though, it is do-able and would save a lot of grief on the lines.
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Actually, when I worked for Blockbuster, their internal tech support line had a nifty call back system. If they (or you) were busy, you just rung them once and hung up. They would call back, and when the operator did, he/she would already have the store details up. Saved an awful lot of time. Not sure if it's practical for Sky though.
I agree about customers listening to the options, but with some queries, it's not always obvious which department to go to. I've had to phone companies, and found my query could fit two or three different departments.