CS - What a pleasant surprise.

DVS · 23-11-2004, 21:05

Well there's regularly horror stories re NTL CS (and I've posted some myself

) but I had reason to call CS tonight to change my services and have to say What a breeze. Called twice and waited a maximum of half a dozen rings of the phone each time.

Whilst the first CS personage I spoke to was misinformed on dropping broadband plus and changing broadband speeds (saying these can be cancelled/changed on NTLWorld) changing my TV and Phone services was done almost instantly.

After checking NTLWorld and finding that STB speeds cannot be changed online nor can Broadband Plus be cancelled online (or least if it can I couldn't find the relevant section) I recalled CS. Again I was almost straight through to a Human being and the rest of the changes where actioned.

I've previously had very bad experiences with NTL CS but for the first time in a long time it was a painless experience with no waiting involved. Hats off NTL..

Neil · 23-11-2004, 21:12

No offence here....

But why are you applauding a company that does it's job right?

Any company indiviual/company that goes 'over & above' deserves a mention without a doubt, but just because they did what you asked them to?

That wasn't aimed at ntl specifically-the same applies to any company.

MetaWraith · 23-11-2004, 21:34

Quote:

Originally Posted by Neil

No offence here....

But why are you applauding a company that does it's job right?

Any company indiviual/company that goes 'over & above' deserves a mention without a doubt, but just because they did what you asked them to?

That wasn't aimed at ntl specifically-the same applies to any company.

Doesn't it serve to show we arent just a let's bash xyz-corp type site, and do recognise good work when it happens. It also gives us hope and shows that all CS representatives are not as bad as they often get painted.

Neil · 23-11-2004, 21:39

Quote:

Originally Posted by MetaWraith

Doesn't it serve to show we arent just a let's bash xyz-corp type site, and do recognise good work when it happens. It also gives us hope and shows that all CS representatives are as bad as they often get painted.

But we know that not all CS Reps are bad-we have never suggested otherwise-there are plenty on here that ntl should award medals for the way that they help the customers that the idiots in ntl let down.

I still (personally) don't feel the need to post about a company that manages to successfully do something right.

**Paul** · 23-11-2004, 21:39

Quote:

Originally Posted by Neil

No offence here....

But why are you applauding a company that does it's job right?

Why not ?

iadom · 23-11-2004, 21:42

Thing is, it is not a surprise to me. I can honestly say that every Ntl employee that I have ever dealt with in over 4 years has been polite, and very helpful. Perhaps its just a northern thing.

Neil · 23-11-2004, 21:49

Quote:

Originally Posted by Paul M

Why not ?

I s'pose so, but as I said-personally I don't feel the need to post that a company has done something that I pay them to do.

Maybe it's just me.

**Paul** · 23-11-2004, 21:56

Quote:

Originally Posted by Neil

I s'pose so, but as I said-personally I don't feel the need to post that a company has done something that I pay them to do.

Maybe it's just me.

Maybe it is

We all critcise when they get things wrong, I don't see why we shouldn't praise them when things go right. Everyone likes to be thanked and appreciated.

Neil · 23-11-2004, 22:00

Quote:

Originally Posted by Paul M

Maybe it is

We all critcise when they get things wrong, I don't see why we shouldn't praise them when things go right. Everyone likes to be thanked and appreciated.

I guess so.

Well done to all people that do what they're paid to do.....

Shaun · 24-11-2004, 04:22

Quote:

Originally Posted by Paul M

Why not ?

Because we pay them to get it right, it SHOULD be the norm. Ntl never gave me slap on the back each month for paying on time, come to mention it neither do any other companies.

Pierre · 24-11-2004, 09:53

Quote:

Originally Posted by Neil

No offence here....

But why are you applauding a company that does it's job right?

Any company indiviual/company that goes 'over & above' deserves a mention without a doubt, but just because they did what you asked them to?

That wasn't aimed at ntl specifically-the same applies to any company.

Because it's human nature to do this it's all to do with expectations. DVS called ntl "expecting" a crap service instead he got the correct service he should have got. But because he was expecting a crap service the correct service is elevated in his mind to something exceptional - which of course it isn't.

Customer satisfaction is a curious thing sometimes, for example: if you are with a company that maintains the same standard of service since the day you joined and has never broken - you are likely to take that service for granted - so to speak - you are unlikely to sing the praises of the company to others all the time, your getting what you pay for and you see no reason to shout about it.

However, this company then mucks up your bill, or you lose service. You call up the company and then sort out your problem (that they caused) straight away. Your now happy - you've had a positive customer experience and next time some one mentions this company you'll pipe up " they're really good sorted my problem straight away" even though it was their problem to begin with. If they'd not caused the problem in the first place and carried on with the usual level of service you wouldn't have had that customer experience and wouldn't be saying how good they are.

It's strange, people think ntl CS is crap, and expect it to be crap, so when it's normal - it's good. It's exceeded their expectations and therefore they feel compelled to tell people about it.

Does any of that make sense?

DVS · 24-11-2004, 09:56

Quote:

Originally Posted by dellwear

Because we pay them to get it right, it SHOULD be the norm. Ntl never gave me slap on the back each month for paying on time, come to mention it neither do any other companies.

I'd not disagree that it should be the norm but as many on this forum can state it wasn't (possibly still isn't and I was lucky to get through to helpful human beings immediatly). I firmly beleive that when a company is showing some positive movement on CS then it should be stated such.

Perhaps it's just me?

Russ · 24-11-2004, 09:59

I've always thought we are more likely to comment when something unexpected happens - so when you call a company up and they do exactly as you ask, it is unremarkable because it's what you expected them to do. But if they lie, fob you off or generally mess it up, you are more likely to comment (or set up a website

) because it is not what you expected them to do.

When people (such as the ntl people here) go above and beyond, that's when I tend to sing their praises.

DVS · 24-11-2004, 10:01

Quote:

Originally Posted by Pierre

It's strange, people think ntl CS is crap, and expect it to be crap, so when it's normal - it's good. It's exceeded their expectations and therefore they feel compelled to tell people about it.

Does any of that make sense?

Makes perfect sense and I'd agree with what you said. The service wasn't exceptional but it was correct. Correct service is a novelty from my point of view hence this post.

orangebird · 24-11-2004, 10:02

Quote:

Originally Posted by dellwear

Because we pay them to get it right, it SHOULD be the norm. Ntl never gave me slap on the back each month for paying on time, come to mention it neither do any other companies.

Not directed specifically at you dellwear, but....

So we should only bleat when it's bad, but say nothing when it's good? How miserable that would be?...

Someone was happy with ntl CS, and decided to say so on the forum. What's the problem?