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Originally Posted by orangebird
it's the ill considered targets/process and procedures/lack of authority and training/support they receive from higher management that is the problem.
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Thinking about it i agree, but there are occasions, i think we have all suffered it where you get an unhelpful CS rep, now whether they are being unhelpful due to lack of training or they are under pressure to get onto the next caller i dont know.
i.e when i first signed upto NTL BB i was never sent a PIN number, i phoned CS who said they cant help me and i need to speack to sales, phoned sales who said they have to contact the sales rep who sold me the package, he can only give me the PIN details ( yes they said that ). While they transfered me about i got cut off, i phoned back into CS and spoke to a nice lady who gave me my PIN details there and then.....