Reported for Abuse

[cnewton2k]

Hi

At lunch time i had the displeasure of having to phone up NTL Customer Service (billing).

I asked the questions that i need to a just as the convo finish i went ask another question and i thouhgt the Operator had put the phone down, so i called them a F***king N*bhead and put the phone down.

about 30 sec later the phone ran and he rang me back and asked me to repeat what i had said, i said and said that he shouldnt of put the phone down, so he got a bit stroppy and demand that i repeat it, again i said no so he said that i have been reported to NTL

What does it mean and what is gonna happen?

Thanks

If the call was recorded, or monitored, they could try to make life unpleasant for you. But the fact the CSR called you back and tried to get you to say it again suggests to me that it probably wasn't - consider it a lucky escape. You can wind up in court for abusive phone calls AFAIK.

[cnewton2k]

what is AFAIK

and i wasnt been abuse directly to him, i thought he had put the phone down on me

[Nugget]

AFAIK stands for As Far As I Know (or there or thereabouts)

As for potential trouble, I would have thought it would be difficult for them to categorically prove that your comment was directed at him.

However, as Chris has said, it sounds like they were trying to prove that the guy heard what he thought he heard. Probably better to make sure the phone's down next time though

[cnewton2k]

i think i will do lol

did come as a shock though when he phoned back and asked me to repeat it lol

[zoombini]

Maybe you should ask them to repeat the abuse the he said to you first

I was once told by an NTL CS supervisor that staff are trained to speak to customers the way they speak to them. On that basis surely he should have just told you "*** off you ******* **** and stick your STB up your ****?

Originally Posted by iommi

what is AFAIK

and i wasnt been abuse directly to him, i thought he had put the phone down on me

So who was it aimed at

[Robert Atkins]

Originally Posted by Bill C

So who was it aimed at

His cat that was ****ing on his carpet at the time

[andygrif]

Originally Posted by iommi

Hi

At lunch time i had the displeasure of having to phone up NTL Customer Service (billing).

I asked the questions that i need to a just as the convo finish i went ask another question and i thouhgt the Operator had put the phone down, so i called them a F***king N*bhead and put the phone down.

about 30 sec later the phone ran and he rang me back and asked me to repeat what i had said, i said and said that he shouldnt of put the phone down, so he got a bit stroppy and demand that i repeat it, again i said no so he said that i have been reported to NTL

What does it mean and what is gonna happen?

Thanks

Assuming this happened in the way you described, I would make a complain in writing about him, and then the threatening behaviour (i.e. harrasing you by calling you back) that they displayed.

At the end of the day, whilst we should never be verbally abusive to CS people, quite often they bring it on themselves by failing to think. In this case he needs to be reminded that you don't just put people on hold, as they think they have been hung-up on. If he had the manners to tell you what he was doing then the situation would not have happened - so it's his fault.

Also the thing to bear in mind is that they work for you. You pay the bill (presumably) and what is going to happen? Are they going to sack you as their customer? Of course not.

Either turn the tables and report him or just move on and don't worry about it.

[Bifta]

Donkey's years ago I had a mispleasure of working for a couple of weeks as a BT operator, we took an immense amount of abuse but BT's policy was to NEVER ring the customer back under ANY circumstances.

[marky]

Just a thought but what if you had been cut off and he phoned back for you to ask your question again and was then rather taken back when you got stroppy with him

please dont take offence but he may not have heard you swearing

Originally Posted by andygrif

Assuming this happened in the way you described, I would make a complain in writing about him, and then the threatening behaviour (i.e. harrasing you by calling you back) that they displayed.

At the end of the day, whilst we should never be verbally abusive to CS people, quite often they bring it on themselves by failing to think. In this case he needs to be reminded that you don't just put people on hold, as they think they have been hung-up on. If he had the manners to tell you what he was doing then the situation would not have happened - so it's his fault.

Also the thing to bear in mind is that they work for you. You pay the bill (presumably) and what is going to happen? Are they going to sack you as their customer? Of course not.

Either turn the tables and report him or just move on and don't worry about it.

I really do not believe what i am reading here. If its one statement i hate is the we pay your wages type of statement. If someone spoke to me like that i would be upset as well. See the NTL haters have something to get there teeth into today . Whats up not a lot of news going on

[Stuart]

Originally Posted by andygrif

At the end of the day, whilst we should never be verbally abusive to CS people, quite often they bring it on themselves by failing to think. In this case he needs to be reminded that you don't just put people on hold, as they think they have been hung-up on. If he had the manners to tell you what he was doing then the situation would not have happened - so it's his fault.

Sorry, that is not an excuse to verbally abuse someone. I am not saying all Customer Services people are hyper efficient and angels. Clearly, they are not. But, the customer services people we all deal with are just one small part of a large machine. They may have little or no control over the thing we are complaining about.

While it is true that you shouldn't just put somebody on hold without telling them, we don't know that happened here.

It's also worth bearing in mind that a lot of Customer services people are trained to hang up on abusive people.

Also the thing to bear in mind is that they work for you. You pay the bill (presumably) and what is going to happen? Are they going to sack you as their customer? Of course not.

Ahh "the customer is king". Not quite true. While, in an ideal world, it should be true, logistics prevent it being so. No one can guarentee a fault free service (you can have the best cable network in the world, but if someone drives into one of the green boxes, an awful lot of customers will lose service). Having said that, they should be able to guarentee a fix within a reasonable time.

It's also worth bearing in mind that companies have been know to cut the service to people who abuse the staff (not saying NTL would - I don't know).

Either turn the tables and report him or just move on and don't worry about it.

TBH, I suspect nothing will come of it anyway, but I do agree the CSR shouldn't have phoned back..

[Nugget]

Originally Posted by Bill C

I really do not believe what i am reading here. If its one statement i hate is the we pay your wages type of statement. If someone spoke to me like that i would be upset as well. See the NTL haters have something to get there teeth into today . Whats up not a lot of news going on

I think the problem here is that an ntl employee has rung a customer back and attempted to coerce the customer into repeating something that may well drop them in the cr@p. Ignoring the fact that, from a customer-facing department, that's almost the biggest sin you can commit (don't forget, the customer is always right), it's a bit foolish on the employyes part - what if the customer then complains to ntl regarding the attitude of their staff?

TBH Bill, you have to agree that ntl, like every other company, has good staff and bad staff - unfortunately, we pretty much live in a culture of blame wher we never get to hear about the good stuff, only the people like this one who just put peoples backs up.