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Originally Posted by nffc
I don't work for ntl. I was just saying that lack of an external email address or unwillingness to give it out is not poor CS or as you said "showing contempt to the customer" - there is no guarantee that the person will give the quickest or best response anyway. So by your logic, all our agents have contempt for everyone who calls because we don't have direct extensions or external email? Codswallop.
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I don't see why you're attempting to be argumentative over this.
Ok, you don't work for NTL, granted. Someone who does work for NTL has since confirmed by pm that every NTL employee does indeed have a personal email at which they can be reached. It would appear, therefore, that the CS operators assertion that they
"didn't have one apart from the online reply on ntlworld home page under support" is somewhat wide of the mark and inaccurate. Some might see that as bad CS and others might see it as contempt.
My rationale for proposing that the OP got an email address was not necessitated by the need for either a quick or best response but rather to acquire, in a written form, proof of the misinformation he was being given by the CS operator in question with regard to his contractual obligations.
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Originally Posted by nffc
The best way is to follow the recognised routes - if the contact centre is properly run then all the contacts should be logged on the record anyway so it shouldn't matter who you deal with.
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With all due respect, that's a pretty big "if" and one that tends to lead to considerable posts in the negative on these forae.