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Originally Posted by scastle
Maybe, just maybe, he hasn't had any problems with Customer Services. You continually say the whole of NTL customer services is bad because you have dealt with a few bad CS people. This is not true. NTL, like any organisation (BT included) has good and bad employees.
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Actually I'm above that simplistic view. When I interact with NTL CSRs it is most apparent they lack skills in handling customers. The sort of skills they do lack are genuine listening skills, empathy skills, the ability to analyse problems and how to give a satisfactory answer. I don't think NTL actually train their CSRs to deal with customers effectively without provoking customers. I don't think telling me about good or bad Customers Services in different organisations is going to help change my mind if I'm able to rate the skills of customer services staff. I think there are serious
cultural problems at NTL in how they handle customers. The staff at BT are so much careful in how they speak to their customers. In my dealings with NTL staff they are not and they certainly lack the professionalism of BT staff. The problem is not just about good/bad customer service staff but how organisations deal with customers in general. For example a very good customer service rep at NTL may be below average when compared to BT.
Though I accept there are a few people happy with their level of service, I for one refuse to accept second best.