Customer Service System

[Neil]

Originally Posted by nidave

unfortunatly this has not been a priority. they have focused on sales and the expanding. What they dont realise is that if they get the customer service right - the sales will follow.
There needs to be a huge culture change and this will take time and money.

I find it interesting that even BT have cottoned on to this idea.

Have you seen the adverts with Jeremy Clarkson, where he points out that they are in no way forgetting about the existing customers, & concentrating on the 'Johnny come lates' new customers.

ntl-wake up & smell the coffee, even Carter had the idea briefly to stop the influx of new customers, & concentrate on the existing customer base (who were at the timeleaving in their droves)-didn't last very long though admittedly.....

[BBKing]

Er, Neil, that's *advertising*. Not necessarily reality. Which motoring journalist should ntl employ to wander round London telling people how great all ntl customers are?

[Tristan]

Originally Posted by BBKing

Er, Neil, that's *advertising*. Not necessarily reality. Which motoring journalist should ntl employ to wander round London telling people how great all ntl customers are?

Quentin Wilson.

[BBKing]

Please - we're in enough trouble as it is.

The guy out of the Independent's motoring section's quite good - try this

http://enjoyment.independent.co.uk/m...p?story=541367

Sample:

"Is it because the French hate us? If so, this car more than makes up for Agincourt and Waterloo."

[Neil]

Originally Posted by BBKing

Er, Neil, that's *advertising*. Not necessarily reality. Which motoring journalist should ntl employ to wander round London telling people how great all ntl customers are?

That's a fair point, but at least it shows that they are being proactive when it comes to their customers, & not having to resort to all sorts of freebies to retain them when they want to go.

Very simple-don't give customers a reason to leave & they won't.

I'm v happy with my bank (for example), so I have absolutely no reason to move my bank account (First Direct-who are IMO the most professional company I have ever had the pleasure of giving my custom too)

ntl are the evil twin (opposite) of First Direct in every sense in my experience.

[Tristan]

Originally Posted by BBKing

Please - we're in enough trouble as it is.

The guy out of the Independent's motoring section's quite good - try this

http://enjoyment.independent.co.uk/m...p?story=541367

Sample:

"Is it because the French hate us? If so, this car more than makes up for Agincourt and Waterloo."

I don't know, slippery used car salesman kind of fits, doesn't it?