NTL Customer Services: Your personal experience

[Undisputedtruth]

Originally Posted by dilligaf1701

Of course you can 'clearly state' it - BUT as you don't know ALL and EVERY employee of NTL you'd be unable to substantiate it.

Or do you think that a few bad examples cover EVERYONE?

And of course, using your own logic, no one can substantiate NTL have improved their customer services.

I hope I will never have the misfortune to know all and every employee. However, do I really need to know every single employee to know NTL have very poor customer services, of course not. Each time I contact NTL, I get the usual poor standards of customer services. I have yet to meet an NTL employee offering a decent level of good customer services. I often wonder, if NTL ever trains their employees at all.

NTL have an institutionalised poor customer services. In the way same the Police are accused of institutionalised racism.

[handyman]

Originally Posted by paulyoung666

i guess i must just be lucky up in teesside , is it a local number you ring or a national freephone number ?????????? , i just ring a local one not an 0800 one

Pm me mate and i'll give you the direct line or if the mods don't mind i'll post it (for Teesside faults)

[Marge]

Sorry UDT but until you have spoken to me on the phone and experienced bad customer service from me personally then you cannot generalise about every NTL employee.

[Undisputedtruth]

Originally Posted by Debsy42

Sorry UDT but until you have spoken to me on the phone and experienced bad customer service from me personally then you cannot generalise about every NTL employee.

I spoken to a number of NTL employees. Even a supervisor recognised my voice. I might even have spoken to you personally.

I have not heard, not one ounce of evidence, that employees of NTL have good customer handling skills. I very much doubt they had any training at all.

NTL have an institutionalised poor customer services.

[handyman]

Originally Posted by Undisputedtruth

I have yet to meet an NTL employee offering a decent level of good customer services.

You never met me maybe, plus you will have always contacted your local CS which will mostly be using the policies from videotron with many of the staff.

CS does vary from franchise to franchise as many people have comented on in the forum Teesside have always fared better. I here Celtic are also very good.

Training is dependant on requirements usually its (for faults) 1 week out with tech's, one week systems training, one week soft skills, and up to 2 weeks depending on the person buddying on the phones. This can be extended if they feel the person needs a bit more. Theres also a 5 day ntl products course and further courses during the time there.

That said I was only trained for 4 days and then on the phones but then having spent years in customer service positions Once I knew the systems I was away.

At freeserve I had 2 days training whilst the rest of the group had 6. I only had this little as I was lucky enough to have a ex ntl bod doing the training that knew I could just go straight on the phones after learning the systems.

[Undisputedtruth]

The Videotron customer services were based in London and I never had a problem with them.

When Videtron was taken over by CWC, I mostly dealt with the Manchester CS. They were not bad but one or two were a bit dense.

Under NTL, we were mostly served by Swansea as they have highly experienced staff to deal with London. So if these Swansea staff are meant to be amongst the finest NTL have to offer then I certainly can say that NTL have poor customer services.

During the time of my NTL line disconnection, I did contacted the NW Region, and I wasn't impress at all. Can't how they've mnage to win a CS award though.

[handyman]

Originally Posted by Undisputedtruth

I might even have spoken to you personally.

Not unless you moved to manchester you would not


go debs, go debs, go debs

[Marge]

Originally Posted by Undisputedtruth

I spoken to a number of NTL employees. Even a supervisor recognised my voice. I might even have spoken to you personally.

I have not heard, not one ounce of evidence, that employees of NTL have good customer handling skills. I very much doubt they had any training at all.

NTL have an institutionalised poor customer services.

You may have done before everthing was regionalised but hey we're not all dense up in the grim north you know

and sorry but just as a personal note I much prefer speaking to Northern customers as they are more down to earth, friendly and you can have a decent conversation, Londoners seem to have the world on their shoulders

[handyman]

Originally Posted by Undisputedtruth

During the time of my NTL line disconnection, I did contacted the NW Region, and I wasn't impress at all. Can't how they've mnage to win a CS award though.

They probably won an award for dealing with customers from their franchise not tarts that cnat get the number right. Can I call you to fix my computer? no I dont because I call the right number for it. (not saying your crap with computers just your feck all use for a warranty repair thing)

Also you'll find that debs is most respected both by the customers she has helped and by her peers. She has countless emails of thanks from customers she has gone above and beyond for and I can't recall anyone ever saying she was bad at her job.

'world on their shoulders' more like a chip

[Stuart]

Originally Posted by Debsy42

and sorry but just as a personal note I much prefer speaking to Northern customers as they are more down to earth, friendly and you can have a decent conversation, Londoners seem to have the world on their shoulders

Debs, not all us Londoners are like that... Some are...

[Marge]

Originally Posted by scastle

Debs, not all us Londoners are like that... Some are...

I know Stu, see the dangers of generalising people lol lol

[Stephen Robb]

Super-duper service in central Reading

[dilli-theclaw]

Originally Posted by Undisputedtruth

And of course, using your own logic, no one can substantiate NTL have improved their customer services.

I hope I will never have the misfortune to know all and every employee. However, do I really need to know every single employee to know NTL have very poor customer services, of course not. Each time I contact NTL, I get the usual poor standards of customer services. I have yet to meet an NTL employee offering a decent level of good customer services. I often wonder, if NTL ever trains their employees at all.

NTL have an institutionalised poor customer services. In the way same the Police are accused of institutionalised racism.

I could respond to this but for two reasons :-

1) I don't beleive you are capable of understanding the response.

2) I don't think you are really interested in any respoinse I'd give you. You are just here to try and score 'points' of the people here.

So - I refuse to support your game anymore.

[Undisputedtruth]

Originally Posted by dilligaf1701

I could respond to this but for two reasons :-

1) I don't beleive you are capable of understanding the response.

2) I don't think you are really interested in any respoinse I'd give you. You are just here to try and score 'points' of the people here.

So - I refuse to support your game anymore.

What make you think I'm interested?

[Undisputedtruth]

Originally Posted by handyman

They probably won an award for dealing with customers from their franchise not tarts that cnat get the number right. Can I call you to fix my computer? no I dont because I call the right number for it. (not saying your crap with computers just your feck all use for a warranty repair thing)

Also you'll find that debs is most respected both by the customers she has helped and by her peers. She has countless emails of thanks from customers she has gone above and beyond for and I can't recall anyone ever saying she was bad at her job.

'world on their shoulders' more like a chip

Oh, I can dial the right number. Has it ever enter your head that I deliberately dialled a different number to get through to a different region?

Just because she gets a few letters of thanks doesn't mean Debs is good at customer services. Using Deb's logic, we need to ask every single one of her customers she has dealt with, if she is good at her job.