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Originally Posted by ian@huth
That response says a lot for NTL's systems (or lack of them).
Customers will usually only abuse a system if the correct method is getting them nowhere. Why do you think that this site was started in its many incarnations and still exists today. Customers (and NTL staff) need to know who to contact and how for a given situation. They need feedback on how their query / problem is being dealt with.
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Indeed. Where I work is no different though... companies need to learn. They need to research such things properly and design their systems around this. Like ian@huth said, if people dont have an option to report something through the right route, they'll choose the one that gets their query dealt with in the quickest time possible (or for someone to tell them which option is the right one to take).