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Originally Posted by Badger2407
Lets not be naive here, for the amount of trouble the vast majority of NTL customers experience there is something rotten through the whole organisation and not down to just a number of poor agents. Top management know how bad it is and has been for years. Maybe just maybe things will improve with Virgin
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I think you'll find the 'vast majority' of NTL's customers don't experience anything like the problems you infer.
That isn't to say there aren't problems, but not to the extent of 'rotten through the whole organisation' - do you really think the NTL staff who help on here appreciate being labelled like that? Does helping customers in their own time indicate they are 'rotten'?
The main issues NTL need to address, in my opinion, are communication with both employees & customers, and training of their customer service/technical support teams. As you say, that may improve with the Virgin branding, but there is the, not so small, issue of the merger with Telewest to sort out, first.