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Originally Posted by bexy
of course they did you worked there  :p 
so hm who was bottom of the table? |
Not sure we only got told we where top and that Celtic where close behind. and knowing Jill from celtic I can see why, they are very focused over there, don't always go by the 'ntl book' which is why they like Teesside are able to offer better CS. If somthing was wrong we put in immediate measures to get it resolved. We always pressured other depts like tech and The broadcast head end when we had issues we wanted resolved for out franchise. This quite often got good results.
That said things at Teesside could use many improvements. There is just too many poor practices for faults and some poor management decisions. This does not deter the good agents however from giving good CS. It is sometimes used by the bad agents as a excuse 'sorry sir we dont support that' - 'its coming soon'. I always found it best to be honest with customers and give them realistic timescales for things based on the fact I used to read all the tech updates etc.
If Teesside could actually get behind the agents of the front-line and offer correct diagnosis tools and information then they could wipe the floor with any CS dept. BBking was starting to discuss some of the ways this could be inplemented with me but unfortunatly this can't be done now I no longer work for ntl. Shame really as I was looking forward to a natter over a pint, I have some great ideas and so does he. Plus he's one of the guys that would have been abel to devolp them too.