Quote:
|
Originally Posted by th'engineer
I was just floating this idea as a possibility. Being a long time supporter and customer of the company. I was trying to understand why they get things wrong, from not understanding the customers needs. It sometimes seems that to fail at something is desired.
Surely you must admit there are many examples of this in all the services provided to customers.
E-mail service, customer communication, TV service
|
I think the company changed from it's attitude in the earlier days in the ragion that I worked in, we used to be amazed how the company then that was really CableTel using the ntl name used to bend over backwards to help customers.
Many of the ex-BT people used to comment on this and say that BT would just tell the customer to push off elsewhere if they didn't like it, but times changed and ntl started taking the same attitude as BT whilst BT started to realise they had better treat customers better or lose more of them.
If customers could of seen it from the other side in those early days where huge amounts of credits and engineers time was wasted on one single customer who was not going to be happy whatever you did for him, they would be amazed. I often got sent along to customers that were really trying it on because word got around that constantly complaining about a fault that didn't exist would get you free service for a period of time. I could go into individual cases that were bordering on stupidity in the way that they were giving free service to "Professional moaners" I was sent along to some of these customers as a last resort to either agree that there was a problem and sort it out or report back to the CS manager that there was no fault and we could do nothing for the customer.
To get to the point where CS would accept this, (CS allways beleived the customer because the engineers were lying!!!) took a very long time and a lot of wasted engineers hours. Then the whole **** started over again when the Retention department tried to save the customer from disconnecting
I am not anti-customer focused, but there are a small amount of people out there who will never be happy with the service they get and others will go to extreme lengths to get something for nothing!
It is quite amazing to visit a customer who is trying it on and has no fault, very often CS have been very sympathetic and the technicians visiting the house have been afraid to tell the customer as it is. When the big bad person comes along and tells them the truth that the service is the same as every other customer is getting in the area and they will have to start paying like everyone else, they usually throw a wobbly and get verbally abusive or agressive because they have been found out.
ntl have cut down on the amount of things they are giving away through incompetence, but it is being paid for with the large amount of disconnections that they currently have in some areas.
Join CF
You are here: 
Surely worthy of anticap atttention?
