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Originally Posted by Gogogo
No mick I'm not claiming what you say. I'm sure there are genuine complaints but overall NTL Customer Services are no worse than others. I had to call a fair number of various customer service agents for different UK companies recently and in comparison NTL seemed ok to me.
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Frankly that's tosh. NTL's customer service is notoriously poor. I speak not just from my own experience but press reports on CS in which NTL feature with depressing regularity. I do not blame individuals within CS particularly for this but **** poor management which, judging by the service, does not look to invest in decent training and systems and does not understand the value to the business of customer or staff retention. I was advised by one CS adviser that NTL training teaches them "to speak to the customer as they speak to you". So if you get a customer phoning the complaint department, quite possibly having been kept on hold for a fair while, and having navigated the annoying automated menu, and you should sound as irate as them! That's gonna help.
In contrast tech support generally seems vastly superior, by and large offering prompt, helpful and unfailingly courteous advice.
NTL could do worse than look at HP/Compaq's after sales service systems - online, organised, very swift and, in my experience, very, very impressive.
Anf if anyone out there wants to say this is just typical NTL bashing well I'm sorry, NTL needs, on more occasions than most, to be bashed. It did not get its poor reputation by being the Mother Teresa of the cablecomms world.