Quote:
Originally Posted by jb66
I love those faults  send a tech with no wifi diagnostic tools or training to swap a hub, promise the customer the tech will sort it out then the tech gets abuse as he leaves the customer with the same service they had in the first place, |
I've made the assumption based on the fact that he's called a number of times that all troubleshooting has been done .. I'm also suggesting that the agent explain to the customer as I have, that although the power levels are correct and that they can see nothing through the tools they have, as an extra level of customer care and assurance a tech (one of our members of staff, specifically trained in broadband support) will come to your home to check your local levels and replace the modem .. for an angry customer this gesture can be the difference between staying and leaving .. and as for wasting the techs time, any good tech will explain what they are doing and what they are able to support, show the customer how things are correct and leave them feeling like Virgin Media although unable to help this time actually care ...
so neeerrrrr
Quote:
Originally Posted by horseman
Ah yes well said: the last ditch, lazy, intellectually challenged, heuristically biased, empirical serially threaded mindset of an underskilled act of desperation motivated solely to demonstrate an effort was made irrespective of how technically appropriate.
Fly-by-the-seat-of-their-pants-cowboys - don't yer just love 'em!
So of the remaining 0.48 % of Field support, who else can we insult?  |
yes, clearly you have a firm understanding of customer care .. well done ..
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