Not a Happy Bunny!! - Page 2

Wiggz · 21-11-2005, 13:48

Well - had a phonecall from the relevant people today and all is sorted.

Neil · 21-11-2005, 13:49

You're welcome.

handyman · 21-11-2005, 14:03

Quote:

Originally Posted by Slyder

Ditto.

This should cost someones job if they talked to you like that in all honesty. .

Really

I bet its a hoot in your office.

If you had any idea of the abuse csr's get from customers, I'm not surprised one of them decided to 'give a little back'

I'm not surprised at all by this esp as they will not have had full authority to upgrade people.

If I had been that member of staff's team leader we'd have had a quick chat over a coffee and nothing further than that. Would not even have brought it up on his record.

If only I had a pound for the amount of times a customer has ranted a member of staff (usually female) to tears.

Wiggz · 21-11-2005, 15:03

ok - but have you ever heard the rules?

1) Customer is always right.
2) if the customer is wrong refer to rule 1

I know this isn't the case but it is to a large degree the mission statement that most good customer services centres (and some ****e ones) should adhere to

Thanks to all involved especially Russ

Russ · 21-11-2005, 18:26

That's what we're here for.

hairport · 21-11-2005, 20:54

Quote:

Originally Posted by Wiggz

1) Customer is always right.
2) if the customer is wrong refer to rule 1

From my recent experience of NTL is that they seem to ignore problems you're having with their broadband service. I had an intermittent problem with my broadband were it would cut out two or three times a day for five minutes (sometimes a LOT longer) and when I requested help from TS they told me it was affecting everyone... fair enough so I waited but it still didn't get any better so they tried again and told me there was nothing wrong and to call back when it happened again. The problem is it's intermittent and it only last 5 minutes and takes 10 minutes to get through to NTL

Finally they (at my threat of leaving the service altogther) swapped the STB for a modem and the disconnection problems have disappeared completely... the only problem being that I had to diagnose, request to leave and finally pay ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50 for NTL to respond in any postive manner.

From my limited experience NTL don't seem to have responded positively to my request for TS. And their CS isn't all that hot either! But I guess that's my opinion.

Tim

Wiggz · 22-11-2005, 07:33

it's not an opinion - it's a scientific fact in all honesty.

Their CS and TS services are much improved when compared to those same services when I joined NTL approx 4 years ago.

hairport · 22-11-2005, 08:01

Quote:

Originally Posted by Wiggz

Their CS and TS services are much improved when compared to those same services when I joined NTL approx 4 years ago.

I only joined 18 months ago and had thought that CS and TS were ok (but I'd never used them!) that was until I had a problem when they seemed to become very defensive and at times quite rude (although that might be a problem with the language [Indian call centres])

White Tiger · 22-11-2005, 09:17

Quote:

Originally Posted by handyman

Really

I bet its a hoot in your office.

If you had any idea of the abuse csr's get from customers, I'm not surprised one of them decided to 'give a little back'

I'm not surprised at all by this esp as they will not have had full authority to upgrade people.

If I had been that member of staff's team leader we'd have had a quick chat over a coffee and nothing further than that. Would not even have brought it up on his record.

If only I had a pound for the amount of times a customer has ranted a member of staff (usually female) to tears.

Sorry, but that's an appalling attitude. Are you seriously saying that abuse from some ignorant customers is reason for abuse being given to a totally reasonable and unconnected customer? You may think it's human nature, but it's so unnacceptable it's beyond belief.

KevAmiga · 22-11-2005, 09:37

Totally un-acceptable. I sit on the other end of the phone, and i know people can get frustrated. It happens. Thats no way to speak to a customer, no matter what they say to you.

jaycee · 22-11-2005, 16:32

I would have demanded compensation especially as he tampered with your service. This is utterly disgusting, and if I had been spoken to in that manner, I would have taken NTL to court.

Russ · 22-11-2005, 16:33

Maybe he was compensated, we don't know.

Nugget · 22-11-2005, 16:43

Quote:

Originally Posted by jaycee

I would have demanded compensation especially as he tampered with your service. This is utterly disgusting, and if I had been spoken to in that manner, I would have taken NTL to court.

Can you prove that the service was 'tampered with'? I doubt it and, to be honest, I bet Wiggz couldn't prove it either. More to the point, whereas I don't agree with this particular employees customer handling techniques, what exactly would you hope to get from taking ntl to court?

Anyway, as Russ says, we don't know whether there was any compensation or not.

Wiggz · 23-11-2005, 07:26

Well since you asked (indirectly

)

I had the relevant people ring me and tedll me my service had now been switched to 10MB and that an engineer would be arriving shortly (came within 2 hours ) to swap out the modem (from Terayon to ntl250).

Now that's customer service.

They also gave me a month's free net access effectively.

23-11-2005, 10:09

Quote:

Originally Posted by handyman

Really

I bet its a hoot in your office.

If you had any idea of the abuse csr's get from customers, I'm not surprised one of them decided to 'give a little back'

I'm not surprised at all by this esp as they will not have had full authority to upgrade people.

If I had been that member of staff's team leader we'd have had a quick chat over a coffee and nothing further than that. Would not even have brought it up on his record.

If only I had a pound for the amount of times a customer has ranted a member of staff (usually female) to tears.

There are procedures in place to deal with abuse at work, your employer is liable aswell.

Because NTL products are in general fault prone a lot of people are going to get upset, the thing is if you are paying for a product you want it to work.
When that product does not work then somebody is going to get an ear bashing, the degree of that ear bashing will depend on the anger threshold of the customer, where one customer will not use foul language another in the same position will.
How do you change this? I am affraid you cannot, plain and simple.
It is human nature, the ear bashings that NTL staff get are no different to what they would be exposed to in a normal job as a shop worker or doctor/nurse, who sorry to say, have to put up with a lot more abuse than NTL staff.
That does not mean it is justified, and so this is where NTL upper management have to walk in, if they can be found.
The abusive customer needs to be warned about their attitude, and if this does not wash suspend their account, it is so easy, it wont change the world overnight, but it may just make people think carefully about what they say on the phone, particularly if this campaign is backed up by letting every customer know the policy.