Its official today NTL and BT are named and shamed - Page 7

Chrysalis · 05-09-2005, 16:43

I have contacted these.

http://www.otelo.org.uk/

NTL are a member, although you are supposed to make a reasonable effort to resolve any problem with NTL before contacting them or you wont qualify for help, I was advised to do this by some peeps of adslguide.

scrotnig · 06-09-2005, 01:00

To get anything taken on by Otelo, you need to either have a 'deadlock letter' from your phone company, or else have had no response for 12 weeks.

They will NOT take cases in any other circumstances. Always a handy one to fall back on when a customer threatens you with the ombudsman the split second they can't get their own way.

Here's a link to the rules, just to stop the usual clan from coming in and telling me I'm wrong:

http://www.otelo.org.uk/content.php?...1d61a9df8bb5b5

rogerdraig · 06-09-2005, 01:41

looking more like a site to defend ntl

i agree insulting people is out of order but to expect people to be polite after some of the things that happen is being rather nieave

and deciding on lvl of service on that is childish and most probably why they get such a bad name

**Maggy** · 06-09-2005, 11:25

Quote:

Originally Posted by rogermevans

looking more like a site to defend ntl

i agree insulting people is out of order but to expect people to be polite after some of the things that happen is being rather nieave

and deciding on lvl of service on that is childish and most probably why they get such a bad name

I will remind you of a saying.

'You catch more flies with honey than with vinegar.'

Always be polite whomever you are talking to especially if they are the ones with the knowledge.As a teacher I WILL help every child in a class.However I'm more reluctant with those who swear at me because they think it's big.I'm also less inclined to go that further step if they are offensive in manner.I suspect it is the same with everyone,doctors,nurses,police,army,politicians,fi remen,roadside rescue,coastguard etc who provides help or services.

It does also work both ways.If one gets a depressed or grumpy tone at the end of a telephone queue one is automatically going to find it difficult to deal with that person.I'm thrown by anyone who is aggressive on the phone myself so IF I'm bad tempered or grumpy in return what can anyone expect?

In all the time I've been with NTL I've only had one such response.Since then I've had nothing but politeness,kindness and helpfullness.I believe this is because I'm polite and cheerful myself no matter what.It's the attitude I employ whomever I'm dealing with when complaining about services with ANY company.Not had any real unpleasantness thus far either and I've no outstanding issues at this date.

rogerdraig · 06-09-2005, 12:24

i help run a nursary as chairman

those are the kids you should try hardest with and give you the greatest pleasure when they turn out of your class better than when they went in

CS SHOULD EXPECT FRUSTRATED AND ANGRY PEOPLE

i agree swearing ect shouldnt be tollerated

but if the company doesnt train its staff to undestand how to deal with those who are upset

it explains why thier rating is so low

**Maggy** · 06-09-2005, 13:42

Quote:

Originally Posted by rogermevans

i help run a nursary as chairman

those are the kids you should try hardest with and give you the greatest pleasure when they turn out of your class better than when they went in

CS SHOULD EXPECT FRUSTRATED AND ANGRY PEOPLE

i agree swearing ect shouldnt be tollerated

but if the company doesnt train its staff to undestand how to deal with those who are upset

it explains why thier rating is so low

If you can get the disruptive on your side so much the better and of course the way to do it is to be agreeable,pleasant and as helpful as you can in response to bad behaviour either from children OR angry customers.However NTL workers who come here are doing so in their own time..I do not see why when they are off the job they should be abused and shouldn't show annoyance when confronted by abusive posters just because they work for NTL.

Derek · 06-09-2005, 15:09

Quote:

Originally Posted by rogermevans

CS SHOULD EXPECT FRUSTRATED AND ANGRY PEOPLE

Why?

Normally the CS staff do not deal with children, they deal with adults who should really be expected to have a basic grasp of manners (sadly some do not)

Dealing with angry, frustrated children might give you the greatest satisfaction. Dealing with angry, frustrated and often aggressive adults doesn't. Dealing with people who calmly explain their problem to you does give satisfaction, far more than resolving the problem of someone who clearly thinks they are above you.

rogerdraig · 06-09-2005, 21:53

Quote:

Originally Posted by Incognitas

If you can get the disruptive on your side so much the better and of course the way to do it is to be agreeable,pleasant and as helpful as you can in response to bad behaviour either from children OR angry customers.However NTL workers who come here are doing so in their own time..I do not see why when they are off the job they should be abused and shouldn't show annoyance when confronted by abusive posters just because they work for NTL.

if they are here to help i quite agree

but descriptions of how tthey behave at work shows why problems escalate

if ntl wants to improve its image they need to change that sort of attitude

i have always gone by he idea that an angry customer made happy is an asset

but one you have completely enraged can cost you more than just his money

Derek · 06-09-2005, 22:03

Quote:

Originally Posted by rogermevans

but descriptions of how they behave at work shows why problems escalate

if ntl wants to improve its image they need to change that sort of attitude

Quick newsflash. It isn't just Ntl that have staff that have a laugh in work. It is about, oooh, 99.9% of companies in the UK. Its about stress relief and team spirit. In fact compared to another company I worked for previously (which had a superb record for customer service) it was remarkably restrained.

Some people may find it distasteful, some may even find it insulting but honestly is anyone really surprised about it?

Just to clarify once and for all.

I was NEVER anything less than 100% professional to customers. If a customer was polite or had been messed around but wasn't shouting or screaming I sometimes went a bit further than what was expected.
If someone was shouting, screaming or was abusive I would help them. I would try my best to keep them as a customer.

What I wouldn't do would offer any extra help such as arranging a home visit (as an extra service, not a standard engineer call) to install broadband etc.

Stuart · 06-09-2005, 23:02

Quote:

Originally Posted by rogermevans

looking more like a site to defend ntl

Wrong.. We are happy for people to post their problems on the site, and hopefully one (or more) members will post a solution. If not, the mod team will approach NTL. However, this site is not here to defend NTL. If (and when) NTL do bad things, they SHOULD be criticised.

Quote:

i agree insulting people is out of order but to expect people to be polite after some of the things that happen is being rather nieave

I disagree to a certain extent. Obviously some of the members of this site have had a bad deal, and have every right to be angry at NTL. However, as I have stated elsewhere in this thread, with ANY company you get a lot more help if you are POLITE to the staff.

Chrysalis · 07-09-2005, 01:58

Quote:

Originally Posted by scrotnig

To get anything taken on by Otelo, you need to either have a 'deadlock letter' from your phone company, or else have had no response for 12 weeks.

They will NOT take cases in any other circumstances. Always a handy one to fall back on when a customer threatens you with the ombudsman the split second they can't get their own way.

Here's a link to the rules, just to stop the usual clan from coming in and telling me I'm wrong:

http://www.otelo.org.uk/content.php?...1d61a9df8bb5b5

Well I am 7 weeks and counting 5 weeks to go.

cos · 07-09-2005, 18:53

Quote:

Originally Posted by rogermevans

looking more like a site to defend ntl

i agree insulting people is out of order but to expect people to be polite after some of the things that happen is being rather nieave

and deciding on lvl of service on that is childish and most probably why they get such a bad name

Having read through my post it appears that its ok and acceptable for people to be rude towards me but if I call some one an idiot of which they must be if they transfer me to wrong areas of NTL or actually lie to a paying customer, I think they get off rather lightly. <Inflamatory comment removed : Paul>

For those of who did take time to email me with help thankyou I much appreciate you time and effort , also to let you know OFCOM have contacted NTL concerning the poor service I have had to put up with, says it all really

rogerdraig · 07-09-2005, 19:08

lol all sides seem to tink i was picking on them ( well i was on second bottle of wine while posting ) that i must have hit nerves on both sides

so i will restate

it is unaccepteble to abuse any one

but to expect politness after a few weeks of being run arround in circles being polite is not realy living in the real world

**Paul** · 07-09-2005, 19:49

This topic seems to be drifting widely from it's original course. If there is nothing new to add, and it just continues to be little digs at each other, then it will be put to rest.

jkthorp · 13-09-2005, 23:51

thought i'd add my 2 cents on the original topic!

surely as ntl and bt are the only physical line providers (well, bar kingston) they will get more dissatisfied customers than companies that have nothing to do with the lines themselves, like talk talk, that just supply calls. if something goes wrong with your line when you're with talk talk, its still bt that have to fix your line afaik!