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Originally Posted by rogermevans
but descriptions of how they behave at work shows why problems escalate
if ntl wants to improve its image they need to change that sort of attitude
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Quick newsflash. It isn't just Ntl that have staff that have a laugh in work. It is about, oooh, 99.9% of companies in the UK. Its about stress relief and team spirit. In fact compared to another company I worked for previously (which had a superb record for customer service) it was remarkably restrained.
Some people may find it distasteful, some may even find it insulting but honestly is anyone really surprised about it?
Just to clarify once and for all.
I was
NEVER anything less than 100% professional to customers. If a customer was polite or had been messed around but wasn't shouting or screaming I sometimes went a bit further than what was expected.
If someone was shouting, screaming or was abusive I would help them. I would try my best to keep them as a customer.
What I wouldn't do would offer any extra help such as arranging a home visit (as an extra service, not a standard engineer call) to install broadband etc.