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[COMPETITION] Give eircom good advice and you could win €100
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Welcome to Boards!
I guess it's gonna take a while for you guys to settle in to what will become your "new home!"
But as all other Posters have said where possible, try to be honest and don't lie! :rolleyes::p
Also, while you are trying to some extent to do your job here, a lot of the time, it can help if you can take a step back and view the problem as much as possible through the eyes of the Consumer rather than resolutely rigidly sticking to the confines of officey-desk-taskforce style .....
Another thing, - where you are coming from previous Customer Service back-grounds, I'm sure that while ye may not relish it as an added addition/bonus/perk of the job, - you're aware that you're gonna be majorly "under-fire" from angry fussypots with things not working etc., so a few deep breaths to begin with and get stuck in, and try to understand that we're all a good bunch of people on here really same as anywhere, just with things not working it's very easy to get hot-headed, but never heavy-handed, and hopefully we'll all get along fine lol!
Remember!
~ We all make mistakes but not everyone is big enough to admit to them.
~ We learn something new everyday.
~ We all attend the school of life!
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Think ya's might have overlooked my post, seems to be the only one not responded to
No they couldnt disprove my reasons why eircom sucks compared to upc so chose to ignore it too.........but sure is that not eircoms way of doing customer support.......only answer the easy questions......its more efficient........just not friendly.0 -
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When transferring customers between different departments figure out a way to put them straight through rather than them having to queue again only to find that transfer is necessary again with another long wait in the queuing system.
When I finished with Eircom my final bill was €150+/-. I negotiated a credit for dial up for which I had been wrongly charged but according to Eircom I was expected to pay the final bill in total and wait 6 weeks for the credit to be issued to me. Needless to say I didn't pay till I received the credit. Why should Eircom receive interest on my money while I was expected to pay overdraft charges on it! 0 -
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I know I'm a bit late but I've only discovered you guys are on Boards now as well (actually side note to the Admins: Any thoughts on promoting/advertising new forums to Boardsies as they join?) so first off, welcome and thanks for taking the time and effort to interact with your customers.
I'll echo a lot of what has already been said,
1. Transparency and Honesty: Having worked in the support side of IT for well over a decade now myself, I can say that as long as a customer feels their query is being dealt with and you come back to them with a resolution or further diagnostic steps fairly promptly, most will give a bit of leeway if it takes a day or two to address it.
2. Copy/Paste answers: Do nothing for a company. The customer feels their issue isn't being dealt with (and generally the answers they get don't address the problem anyway) and frustration sets in when they have to reply and go through it all again.
3. Move with the times: As has already been suggested, eircom really needs to look at its offerings, and give the people what they want - especially where it differentiates you from the competion.
Take myself as an example... I'm an IT Manager living about an hour from Dublin. Fast, reliable broadband is a must for me but the only way I can get it is by bundling it with a phone package - and even then it's just over €60 a month for a phone service I never use (I have 2 mobiles, one of which has an unlimited calls package on it).
I moved back to eircom in the summer solely because my previous provider couldn't move my service in anything less than 3-5 weeks, even though there was a line in the new house with an active dial tone!! :eek: Of course they blamed that on yourselves as you own the lines/exchanges (but I'll get to that in a moment).
So I called eircom and true to her word, the woman I talked to had the line active the next day with the DSL active a few days after that.. BUT I had to practically force her to put it in at 7MB as your systems insisted it wouldn't take it - for the record I usually get 6.something from it (something to look in to?)
But that said I'd much rather just have a DSL package or maybe something bundled with Meteor (as thats who I have the call pack with - actually, just on that... now that eircom has launched eMobile, is the intention to sell off Meteor again as operating two competing mobile services doesn't make much sense to me??)
4. Take responsibility/ownership: As mentioned above, your competitors are very quick to blame the processes between them and yourselves for the delays in resolving issues (and maybe there's some truth to that), but there is nothing worse than hearing YOUR provider (who you pay money to!) trying to pass the buck to some other company.
This is doubly annoying when a company tries to do this between groups - eg: a bank blaming their credit card division for a mess-up on your account.
As a customer I DON'T CARE about your internal processes or organisational structure.. I only want my issue resolved!
Fair enough, of course there will be times when you may need to liaise with that other division/department, but take ownership of it and keep me informed rather than passing me back and forth between ye.
Bear in mind that that "domestic customer" you're annoying may work in a role that has knock-on effects - eg: as part of my last job I did all the purchasing as well, including telecoms and my experiences as a home customer with certain companies did have an influence on who I went with for the DSL/mobile provision for the organisation (20 sites, about 100 mobile accounts and 7MB DSL or as high as we could get per site).
That's all I can think of for now so once again welcome to Boards and I'd certainly appreciate any thoughts on the points I've raised above.
Cheers! 0 -
Kaiser2000 wrote: »I know I'm a bit late but I've only discovered you guys are on Boards now as well (actually side note to the Admins: Any thoughts on promoting/advertising new forums to Boardsies as they join?) so first off, welcome and thanks for taking the time and effort to interact with your customers.
I'll echo a lot of what has already been said,
1. Transparency and Honesty: Having worked in the support side of IT for well over a decade now myself, I can say that as long as a customer feels their query is being dealt with and you come back to them with a resolution or further diagnostic steps fairly promptly, most will give a bit of leeway if it takes a day or two to address it.
2. Copy/Paste answers: Do nothing for a company. The customer feels their issue isn't being dealt with (and generally the answers they get don't address the problem anyway) and frustration sets in when they have to reply and go through it all again.
3. Move with the times: As has already been suggested, eircom really needs to look at its offerings, and give the people what they want - especially where it differentiates you from the competion.
Take myself as an example... I'm an IT Manager living about an hour from Dublin. Fast, reliable broadband is a must for me but the only way I can get it is by bundling it with a phone package - and even then it's just over €60 a month for a phone service I never use (I have 2 mobiles, one of which has an unlimited calls package on it).
I moved back to eircom in the summer solely because my previous provider couldn't move my service in anything less than 3-5 weeks, even though there was a line in the new house with an active dial tone!! :eek: Of course they blamed that on yourselves as you own the lines/exchanges (but I'll get to that in a moment).
So I called eircom and true to her word, the woman I talked to had the line active the next day with the DSL active a few days after that.. BUT I had to practically force her to put it in at 7MB as your systems insisted it wouldn't take it - for the record I usually get 6.something from it (something to look in to?)
But that said I'd much rather just have a DSL package or maybe something bundled with Meteor (as thats who I have the call pack with - actually, just on that... now that eircom has launched eMobile, is the intention to sell off Meteor again as operating two competing mobile services doesn't make much sense to me??)
4. Take responsibility/ownership: As mentioned above, your competitors are very quick to blame the processes between them and yourselves for the delays in resolving issues (and maybe there's some truth to that), but there is nothing worse than hearing YOUR provider (who you pay money to!) trying to pass the buck to some other company.
This is doubly annoying when a company tries to do this between groups - eg: a bank blaming their credit card division for a mess-up on your account.
As a customer I DON'T CARE about your internal processes or organisational structure.. I only want my issue resolved!
Fair enough, of course there will be times when you may need to liaise with that other division/department, but take ownership of it and keep me informed rather than passing me back and forth between ye.
Bear in mind that that "domestic customer" you're annoying may work in a role that has knock-on effects - eg: as part of my last job I did all the purchasing as well, including telecoms and my experiences as a home customer with certain companies did have an influence on who I went with for the DSL/mobile provision for the organisation (20 sites, about 100 mobile accounts and 7MB DSL or as high as we could get per site).
That's all I can think of for now so once again welcome to Boards and I'd certainly appreciate any thoughts on the points I've raised above.
Cheers!
Thank You for your recent post, I take on board all the advice you have given to us and thank you for it.
I appreciate what your saying about Broadband bundles with telephone lines and certanly will bring your query re eircom and Meteor bundles to my colleague in Meteor.
As for your query about emobile and Meteor, these are two seperate brands that cater to different types of customers.Emobile recently launched has come about due to a demand from our existing eircom customer base.
As per previous posts regarding query responses,we have advised that we will do what we can to help everyone here on boards, we will advise that we are looking into something and give an honest response time for the query to be looked into.
Certainly the point you make about everything that happens has a knock on effect is a very valid one,we hope to improve the customers experience with eircom here on boards and hope this will have the desired knock on effect regarding the service our customers can expect to receieve.
Thank You again for your post
Eleanor0 -
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