feel really bad for cs girl

[ntlnerd]

hi everyone.

a few months ago i did not recieve a bill from ntl, so i rang cs and they said they would send out a copy with no mention of charges what so ever. so i recieved the copy. the next bill that arrived had a £4 charge for the copy of the bill. so again iwas onto cs as i was furious , idid loose my rag and give the girl a right telling off , i think she was nearly in tears but she promised it would be credited on the next bill. and behold!! it was .... wow! do you actully have to make the cs team cry b4 they do something right. but now i feel really bad for treating the girl like this. her name was emma. should i try and locate where she is from and apolgise?, ireally feel bad.

[Craig_e]

track her down and tell her you want a month free for the inconvenience!!!!!!!!!!!!!

[Chris W]

you could complete the responstek form on the forum homepage with your comments, as Emma applied a credit to your account her name will be on the account so ntl can quite easily track her down and pass on any feedback/ apologies

[nffc]

About time people started treating TS/CS reps in call centres as humans doing a job instead of as plebs with nothing to do and vehicles to insult/moan at, IMO.

At the end of the day, we want to help you and going in moaning makes us think of ways to fob off rather than help - if someone's nice I'll normally try and go that little bit extra out of my way.

[stargates]

Originally Posted by nffc

About time people started treating TS/CS reps in call centres as humans doing a job instead of as plebs with nothing to do and vehicles to insult/moan at, IMO.

At the end of the day, we want to help you and going in moaning makes us think of ways to fob off rather than help - if someone's nice I'll normally try and go that little bit extra out of my way.

well said

[danielf]

Originally Posted by nffc

About time people started treating TS/CS reps in call centres as humans doing a job instead of as plebs with nothing to do and vehicles to insult/moan at, IMO.

At the end of the day, we want to help you and going in moaning makes us think of ways to fob off rather than help - if someone's nice I'll normally try and go that little bit extra out of my way.

Unfortunately, some of your colleagues try to fob off rather than help the nice people. They then get angry at the poor soul that has to take the next call from that client...

[marky]

I'm normally very polite to cs, and they are polite and helpfull back, its a waste of time shouting at the person on the phone, they dont cause the problems, they are there to help

[ellie]

If you can find a way of apologising to her then I think you should and in future whatever the problem is I think you should chill and be respectful to whoever you are talking to.
But to you for realising you was wrong and hey be nice in the future

[dragon]

Originally Posted by marky

I'm normally very polite to cs, and they are polite and helpfull back, its a waste of time shouting at the person on the phone, they dont cause the problems, they are there to help

I'm normally polite when talking to a CS rep, its only when they are being rude to me I'm inclined to be rude back.

I think of it this way, Problems encounterd with a company are not down to the CS rep and even when they are down to the CS rep not doing something correctly the person who anwsers the phone on your next call isn't usally the same person you spoke to last time and therefore getting angry at the person who happened to anwser the call isn't going to get you anywhere.

Although it doesn't help matters if you spend a long time on hold waiting to be anwsered.

[nffc]

Originally Posted by danielf

Unfortunately, some of your colleagues try to fob off rather than help the nice people. They then get angry at the poor soul that has to take the next call from that client...

Doesn't happen. Sometimes something needs to be done before we can help again - ie back up files, try something, recover the PC, download something - if this can't be done for some reason it's needing a 2nd call.

You'd be surprised at the amount of internal monitoring / call recording that goes off in TS places. If we do something wrong it regularly gets fed back so out-and-out fobs never really happen, I'm talking about going extra distances to make customers happy not trying to get rid of them.

As for waiting to speak to someone how's about NOT ringing at busy periods!

[Fedz]

I know from 7 years of experience of ntl CS that yes they often do fob you off with direct incorrect advice to customers.

If they can't answer or you sound like you know what your on about they often simply hang-up.

Some ntl CS will simply not respond to your pleas for help after being transferred from one place to the next and you want to complain to eg: retention's they'll not put you through!

Ask to speak to their line supervisor and or line manager and they'll almost certainly tell you that they are in a meeting and they'll call you back. I say who is supervising you then, they have on occasion simply hung-up on me!
If not and you agree to a call back - not once in 7 whole years as a ntl customer have I had a callback returned.

These internal call monitoring clearly do not do anything more than just record as the amount of ignorant ntl CS staff has got a whole lot worse over the years and that I do know as long term customer of ntl.

It's getting harder and harder to find a helpful and competent ntl CS staff member and I base this on the frequency that is required ringing back several times on one single simplistic query.

[danielf]

Originally Posted by nffc

Doesn't happen. Sometimes something needs to be done before we can help again - ie back up files, try something, recover the PC, download something - if this can't be done for some reason it's needing a 2nd call.

You'd be surprised at the amount of internal monitoring / call recording that goes off in TS places. If we do something wrong it regularly gets fed back so out-and-out fobs never really happen, I'm talking about going extra distances to make customers happy not trying to get rid of them.

As for waiting to speak to someone how's about NOT ringing at busy periods!

With me having to do a monthly round of NTL CS for 10 months, and being passed from pillar to post to just get them to stop sending me bills for an account they acknowledged was cancelled, I beg to differ. Many people told me the problem was sorted. I think they only applied an error correction, and tried to get me off the phone (knowing the problem was not sorted).

To be honest, I only used the f-word once. And that was to show my frustration. Generally, I'm with the people that posted above. I can imagine people getting angry though...

[Pia]

Originally Posted by nffc

As for waiting to speak to someone how's about NOT ringing at busy periods!

When are these not-so-busy periods likely to be?
I think whenever i've rang and got straight through to someone it's been around lunchtime, strangely enough

[Fedz]

Originally Posted by Pia

When are these not-so-busy periods likely to be?
I think whenever i've rang and got straight through to someone it's been around lunchtime, strangely enough

Not so busy at bang on 8am but, don't tell everyone or i'll not get through myself

A possible reason you get through at lunchtime is they all sit around on a conference call laughing as they send us under-valued customers from one department to another!

[Chrysalis]

It may sound moral to blame it on the customer but if a customer repeatedly gets poor service and fed fud from the CS or TS rep he is probably justified to get fed up since after all he pays for a service.

I would rather wait longer, spend longer on a call and have my problem dealt with first time (first time resolution) then be answered quickly and have to speak to numerous people to get a problem resolved.