Reported for Abuse

[ian@huth]

Put yourself in the OP's shoes and ask yourself a question. Would you start a thread wondering what the outcome of the NTL agent saying he would report you for abusing him would be or would you start a thread asking for the best way to report him? I have a couple of ideas which I won't post but anyone reading between the lines might come up with the same ideas.

[cookie_365]

Originally Posted by iommi

well i didnt think asking a question like that would recive such a response

Ah, only 40 posts so far - with time you will learn the ways of the Cable Forum, grasshopper ........

Seriously, NTL has a legal duty of care to its employees to provide a safe working environment. That includes ensuring the workplace doesn't damage employees mental, as well as physical, health.

Now, without commenting on the mental health of the NTL employees who are members here ( - we have other threads for that ) one of the things that could effect employees mental health at work is stress through dealing with abusive customers.

What you've described isn't anywhere near the exteme range of abusive that call centre staff have to deal with (I've never worked for NTL but have worked on customer services lines before) so if I was an NTL manager my response would be to tell you in no uncertain terms that what you did was unacceptable and wouldn't be tolerated, and that if you did it again the company would only be prepared to deal with you by letter/email.

Then - as a completely separe subject - ask what the original call was about and was there anything further we needed to do to help you with that.

If I were you I'd just leave it be. If you're lucky you're account doesn't now have a warning note on it - keep it that way

[cnewton2k]

i really dont think ppl are getting what i have said

I THOUGHT THAT THE CSR HAD PUT THE PHONE DOWN THAT IS WHY I SAID F****NG N**HEAD, NOT BECAUSE OF ANY OTHER REASON.

IF ANYONE WAS RUDE IT WAS HIM CALLING ME BACK AND ASK TO REPEAT IT

[Stuart]

Originally Posted by iommi

i really dont think ppl are getting what i have said

I THOUGHT THAT THE CSR HAD PUT THE PHONE DOWN THAT IS WHY I SAID F****NG N**HEAD, NOT BECAUSE OF ANY OTHER REASON.

IF ANYONE WAS RUDE IT WAS HIM CALLING ME BACK AND ASK TO REPEAT IT

There's no need to shout, I personally understood exactly what you meant, and I am sure other people did too.

[orangebird]

Originally Posted by Stuart C

There's no need to shout, I personally understood exactly what you meant, and I am sure other people did too.

Everyne understands - but doesn't necessarily agree...

[cnewton2k]

gd gd

so does that mean if someone has got on ya nerves and you go out of the room and say to yourself *******, are you then being abusive to that person!

[andygrif]

Originally Posted by cookie_365

What you've described isn't anywhere near the exteme range of abusive that call centre staff have to deal with (I've never worked for NTL but have worked on customer services lines before) so if I was an NTL manager my response would be to tell you in no uncertain terms that what you did was unacceptable and wouldn't be tolerated, and that if you did it again the company would only be prepared to deal with you by letter/email.

Then - as a completely separe subject - ask what the original call was about and was there anything further we needed to do to help you with that.

Thank god for a bit of sanity on this thread. It's a shame you don't work for ntl. Perhaps the people who do spend time on phone lines to customers should be pointed in the direction of this post to figure out the adult way to deal with calls that go wrong.

Originally Posted by iommi

i really dont think ppl are getting what i have said

I THOUGHT THAT THE CSR HAD PUT THE PHONE DOWN THAT IS WHY I SAID F****NG N**HEAD, NOT BECAUSE OF ANY OTHER REASON.

IF ANYONE WAS RUDE IT WAS HIM CALLING ME BACK AND ASK TO REPEAT IT

There appears to have been a large and spontaneous outbreak of selective reading from certain parties in this thread. Don't worry about it - a few of us understood what happened, which was a clear misunderstanding (perhaps on both parts, certainly the CSR's). I believe his actions were wrong, in phoning you back, and could very easily be described as threatening, but then he thought that you were being threatening to him.

On a separate note, you have the right (for a nominal fee) to read the information held about you from any organisation or company. You can also ask them to document your side of the story if you choose to. I'm not sure that there is any compulsion for them to add such a note, but it is prudent for them to do so when requested.

I am not saying that there is anything to be gained by doing so, but we appear to have the "rights" of ntl's staff dicussed in immense detail, so in the interests of balance you should know what your rights are too.

Talking of balance, I would let it lie and get on with the rest of your life - nothing more will happen.

[orangebird]

Originally Posted by andygrif

<snip>


There appears to have been a large and spontaneous outbreak of selective reading from certain parties in this thread. <snip>

And some creative posting too...

[cnewton2k]

i intend to


i dont think NTL got the name NTLhell for having the best Customer Service !!

[andygrif]

Originally Posted by orangebird

And some creative posting too...

I'm not going to get drawn into a silly scrap over such an ambiguous statement like that. Perhaps if you would care to ellaborate on exactly what you're getting at, we can have a sensible discussion.

But I gave up on playground fights about 20 years ago.

[cookie_365]

Originally Posted by andygrif

Thank god for a bit of sanity on this thread. It's a shame you don't work for ntl. Perhaps the people who do spend time on phone lines to customers should be pointed in the direction of this post to figure out the adult way to deal with calls that go wrong.

Aw, shucks !!

£30k and a staff discount and it's a deal
__________________

Originally Posted by iommi

i really dont think ppl are getting what i have said

I THOUGHT THAT THE CSR HAD PUT THE PHONE DOWN THAT IS WHY I SAID F****NG N**HEAD, NOT BECAUSE OF ANY OTHER REASON.

IF ANYONE WAS RUDE IT WAS HIM CALLING ME BACK AND ASK TO REPEAT IT

I'm sorry, but you just don't get it.

It doesn't matter why you said it, what your intentions were, or whether you wanted him to hear.

You said it, and he heard it, and that's really all there is to it.

[orangebird]

Originally Posted by andygrif

I'm not going to get drawn into a silly scrap over such an ambiguous statement like that. Perhaps if you would care to ellaborate on exactly what you're getting at, we can have a sensible discussion.

But I gave up on playground fights about 20 years ago.

Get over yourself. You know eaxctly what I mean. From this post:

Originally Posted by iommi

Hi

At lunch time i had the displeasure of having to phone up NTL Customer Service (billing).

I asked the questions that i need to a just as the convo finish i went ask another question and i thouhgt the Operator had put the phone down, so i called them a F***king N*bhead and put the phone down.

about 30 sec later the phone ran and he rang me back and asked me to repeat what i had said, i said and said that he shouldnt of put the phone down, so he got a bit stroppy and demand that i repeat it, again i said no so he said that i have been reported to NTL

What does it mean and what is gonna happen?

Thanks

you reply like this:

Originally Posted by andygrif

Assuming this happened in the way you described, I would make a complain in writing about him, and then the threatening behaviour (i.e. harrasing you by calling you back) that they displayed.

You think returning a call is 'threatening behaviour' and 'harrassing'????

At the end of the day, whilst we should never be verbally abusive to CS people, quite often they bring it on themselves by failing to think.

Oh, really? It couldn't be just a failure on the customers part to remember it is a human on the other end of the phone, not a virtual punchbag?

In this case he needs to be reminded that you don't just put people on hold, as they think they have been hung-up on.

Where, in iommis post first post did he say anything about being on hold?

If he had the manners to tell you what he was doing then the situation would not have happened - so it's his fault.

He hadn't done anything, so what exactly is his fault?

Also the thing to bear in mind is that they work for you. You pay the bill (presumably) and what is going to happen? Are they going to sack you as their customer? Of course not.

This is a most ignorant, snobbish, offensive post. The CS rep works for ntl. To assist customers. NOT to get called ****ing knobheads.

Either turn the tables and report him or just move on and don't worry about it.

Turn the tables on him for what?? Being offended at a customer calling him a ****ing knobhead??? You should've just posted

don't worry about it.

and have done with it. It's the only sensible bit about the entire post.

[cnewton2k]

i think this is enought of this thread i will leave it to NTL Compaints to sort out, would love to know how there mananger will react when he finds out the CSR called me back and tried to coax me into abusing him. Am that isnt in ya handbook...

[orangebird]

Originally Posted by iommi

i think this is enought of this thread i will leave it to NTL Compaints to sort out, would love to know how there mananger will react when he finds out the CSR called me back and tried to coax me into abusing him FOR A SECOND TIME. Am that isnt in ya handbook...

[cnewton2k]

my point !!!!!