NTL Customer Services: Your personal experience

[Undisputedtruth]

Originally Posted by Mark W

so you are admitting you are not 'nice' to csa's when you call then? simply to ge the most out of them you can? and you wonder why you seem to be able to get little out of them??

if someone was a right ba*tard to me on the phone, id be polite, to the point and do no more than i absolutley had to. someone is nice - hell, even normal - id do whatever i could for them, including bending a few rules
to get it sorted...... a lesson for ya perhaps....

Mark, read my posts properly and then get back to me. I have no time for people unable to read my posts without adding their imagination to it as well.

Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.

[Undisputedtruth]

Originally Posted by Paul

I've had good experiences and bad with NTL CS but UDT at the end of the day coming to a site like this or .com and relentlessly whining and crying and throwing your dummy out of the pram will get you nowhere.
Annoying other members or posting derisory remarks about them will just make people ignore you or post just to have a go at you.

Actually, when NTL bought my franchise I gave them the benefit of the doubt and what did that get me? Absolutely nothing. Besides i enjoy arguing. Well, at least I know where not to go for some helpful advice.

[Bex]

Originally Posted by Undisputedtruth

Mark, read post again properly and then get back to me. I have no time for people unable to read my post without adding their imagination to it as well.

Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.

take your own advice and read mark's post properly, he said he would be polite to the abusive customer, and do his job, but not take it that one step further and go out of his way to go that extra mile

[Stuart]

Originally Posted by Undisputedtruth

Thanks for your last paragragh. This only highlights CSRs unprofessional behaviour. A good CSR should still be helpful to an abusive customer, otherwise he is no better than the abusive customer himself.

I think Mark was saying that he would still be as helpful as required, but would be less likely to go beyond the minimum required to help an abusive customer.

So, UDT, in your (presumably) customer facing rule, are you equally helpful to all your customers? Or do you help some more than others?

Edit: Was typing this while bexy posted.

[Stuart]

Originally Posted by Undisputedtruth

Besides i enjoy arguing.

[Undisputedtruth]

Originally Posted by bexy

take your own advice and read mark's post properly, he said he would be polite to the abusive customer, and do his job, but not take it that one step further and go out of his way to go that extra mile

Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.

[Bex]

Originally Posted by scastle

I think Mark was saying that he would still be as helpful as required, but would be less likely to go beyond the minimum required to help an abusive customer.

So, UDT, in your (presumably) customer facing rule, are you equally helpful to all your customers? Or do you help some more than others?

Edit: Was typing this while bexy posted.

well at least we read his post and agreed :p

Besides i enjoy arguing.

your talking to a philosopher its what i am trained to do :p

[Bex]

Originally Posted by Undisputedtruth

Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.

so again it is US who have mis-understood you, i see hmmmmm

hang on just one second mr udt person, saying that what mark said higlighted the unprofessionalism of ntl csrs.............is saying that he will not be willing to help abusive customers....or am i mis-interepreting you again?

[Paul K]

Originally Posted by Undisputedtruth

Actually, when NTL bought my franchise I gave them the benefit of the doubt and what did that get me? Absolutely nothing. Besides i enjoy arguing. Well, at least I know where not to go for some helpful advice.

Oh what a shame and I was so looking forward to helping you.
UDT you need to get a grip and stop the relentless, pointless moaning. People might listen to you then.
Being rude solves nothing, sometimes it pays to be nice and to listen. Its how we learn. It costs nothing to be considerate of others, it also takes very little effort to stop behaving like a spoilt child.

Originally Posted by Undisputedtruth

From personal experience of dealing with difficult customers, most abusive customers are reasonable people.

Well that would make you extremely reasonable then wouldn't it.

[Undisputedtruth]

Originally Posted by bexy

so again it is US who have mis-understood you, i see hmmmmm

hang on just one second mr udt person, saying that what mark said higlighted the unprofessionalism of ntl csrs.............is saying that he will not be willing to help abusive customers....or am i mis-interepreting you again?

Originally Posted by Undisputedtruth

Actually Mark said he would not more than it was necessary. There is nothing in my reply to Mark to suggest Mark was being rude to the customer. The point I was trying to make, and you failed to grasp, is that a professional will go the extra mile to help the abusive customer. From personal experience of dealing with difficult customers, most abusive customers are reasonable people.

[Bex]

you know what i have dealt with loads of abusive customers and i have always managed to calm them down, and have also gone out on a limb to sort out their problem, i have gone that extra mile, however you have already told me that my cs skills are no way as advanced as yours, therefore i must conclude that you don't just go that extra mile, you are willing to go to the ends of the earth just to calm an abusive/or maybe even a normal customer.......

[Undisputedtruth]

Originally Posted by Paul

Oh what a shame and I was so looking forward to helping you.
UDT you need to get a grip and stop the relentless, pointless moaning. People might listen to you then.
Being rude solves nothing, sometimes it pays to be nice and to listen. Its how we learn. It costs nothing to be considerate of others, it also takes very little effort to stop behaving like a spoilt child.


Well that would make you extremely reasonable then wouldn't it.

Originally Posted by Undisputedtruth

Thanks for your advice but I'm capable of making my own decisions and what is best for me.

[Undisputedtruth]

Originally Posted by bexy

you know what i have dealt with loads of abusive customers and i have always managed to calm them down, and have also gone out on a limb to sort out their problem, i have gone that extra mile, however you have already told me that my cs skills are no way as advanced as yours, therefore i must conclude that you don't just go that extra mile, you are willing to go to the ends of the earth just to calm an abusive/or maybe even a normal customer.......

Whatever, you say you are philosopher but unable to read properly my posts.

Don't be too surprise in future if I just give you a repeated quote reply. I very much doubt whether you have the competance to calm a customer down. You're just repeating what I've said earlier on good customer service skills. Again, I noted your imagination taking over again on imagining things you think I said.

[Paul K]

Wow, you have stunned me with the maturity, depth and sheer amount of thought you put into your post UDT.
Thankyou for putting so much into your response and for voicing so eloquently your viewpoint. I marvel at your wisdom. There are so many ways that I would like to respond to your post with but many would get me banned or this thread closed so in parting.......
grow up.

[Bex]

Originally Posted by Undisputedtruth

Whatever, you say you are philosopher but unable to read properly my posts.

Don't be too surprise in future if I just give you a repeated quote reply. I very much doubt whether you have the competance to calm a customer down. You're just repeating what I've said earlier on good customer service skills. Again, I noted your imagination taking over again on imagining things you think I said.

WTF

i say i am a philosopher, that is because i am....i have both an a level and a degree in it...just because you can't explain yourself properly don't you dare start putting me down

You may have worked in customer serice, perhaps even for NTL (whether you did or not I do not care), but I very much doubt your customer handling skills is advanced as mine.

soory i jsut imagined u saying that......my bad

as for me having competence, you dont know me and you know what i am beginning to see that you are not worth discussing anything with