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Ignition · 07-03-2005, 15:40

BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them.

NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats.

Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly.

Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)

07-03-2005, 15:40	#56
Ignition Permanently Banned Join Date: Jun 2003 Location: South-East London Age: 47 Services: Depends who's being serviced :p Posts: 2,588	Re: ntl worst service in UK in poll BT at number 2 is a bit of a surprise they've been pretty good to me in my dealings with them. NTL CS sucks in a lot of cases, simple as. It's what happens when you have undertrained undermotivated staff being run by managers whose main metric is how many calls can be processed in what period of time, rather than sensible metrics such as 1st time problem resolution, customer satisfaction and other things that obviously aren't as sexy on the stats. Quite shocked when I saw that a Telewest trainee CSR was receiving training in the HFC network. Most of ntl's CSRs and even TSB wouldn't know a node or tap if you hit them with it, simply because no-one in ntl feels the need to train them properly. Re: NTL placing a certain amount on how much they want to spend to achieve a quality of customer service: bingo. All those in power at ntl (the people whose money saved it from bankruptcy) care about it getting their money plus extra back. They really don't care what happens as far as customers go, that's Simon Duffy's problem with whatever resources they let him have (an unenviable job, getting grief from above and below!)