Quote:
Originally Posted by moaningmags
In my 4 years working as technical support for Telewest then Virgin Media, I have NEVER worked to a script, nor have I ever seen a script and to be perfectly honest I resent the assumption stated as fact that we all use a script.
A lot of us actually listen to what a customer is telling us and do our troubleshooting based on what they say.
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Mags, i'm not referring to UK based call centre's. but my problem is how do we get to speak to a uk based call centre to explain our problems and get proper technical support? any time i always ask to speak to someone in the UK for technical support (simply because i know you guys use the service, don't read from a script because you actually do have genuine technical knowledge) but i'm always told there's no specific number for you guys and i can't be put through - which is frustrating.
one of the guys in my work has 50 mb bb, and has just been put through to a team in liverpool to help him, only because he's on 50mb. This guy then told him he'd help him log onto the modem, pull some logs from it etc and try to pinpoint the problem. However us 20mb and lower punters get dumped in the scrap heap and get told to "reboot our modem for 1 minute", "try it without a wireless router", "lick your ear and hold your thumb in the air for 37.7 seconds exactly while hopping on your nose".......