'Your calls may be recorded for training puproses'

Catsmokinpot · 23-01-2004 05:00PM

Originally posted by Ripwave
Well if that's your attitude, you deserve all the crap you get. We might as well scream and shout, and get it off our chests, because it isn't going to make a blind bit of difference to the service we get.

Dewd if something takes as long as it takes whats your problem why do you complain to us??? we give you the adress to the complaints department and you still complain to us we can do nothing about the time it takes neither can a supervisor

Fair doesn't come into it.

did you even read the rest of that post? and you still fair doesnt matter?? and your calling me an asshole????

if you are a decent human being. a great balance between fair and right is in you

if someone doesnt deserve something by the terms of a contract by law they shouldnt get it and im a dickhead for saying that to you????????????????????

if they get all uppity and demanding then they wont get what they want. the term do on to others comes to mind. but if they are nice and polite and understand that agents are just following orders and doing their job then they will get what they want

if you worked in a call centre then you would know that the more refunds and appeasements that reps make that reps stats **** for the month. same with supervisors

if we were to give in to every tom dick and harry then we would be out of a job

a contract is a contract i abide by the terms of a contract so should you!

now having said all that there are a few fools in the callcentre those are trainees and will get better. if theyre there long enough theyll be ok. its because of the constant hounding that they get from inconciderate dickheads who think they are more important than everyone else. that makes them quit the staff turnover for pretty much all callcentres is 6 months

you cant say that everyone who works in a callcentre is dumb because theyre not. i have spoken to many people on the phones who say that ntl technicians are dumb but most of them are more highly trained than myself

half the people complain about call centre reps because they dont hear what they want to hear

Catsmokinpot · 23-01-2004 05:42PM

Originally posted by Dr. Loon
when a customer spoke to a supervisor they got what they wanted.

when a customer wants to speak to a supervisor the supervisor asks me whats the problem and asks me what ive done to solve the problem if they are not entitled to something by the terms of a contract then i think they dont deserve to get it

Originally posted by Dr. Loon If they know their stuff, aren't rude and serve me in the way they should, i.e - do their job properly, then all's grand.

and if the customer isnt rude and talks to me the way they should do then all's grand. its a two way system

dub45 · 23-01-2004 06:52PM

it can take up to and including 38 days for the refund to go back into a members a/c

So you think that its ok for a company to take money out of a customer's account without their knowledge or permission and not return it for up to 38 days?

and that if a customer attempts to get their money back in those circumstances they are whinging?

DaithiSurfer · 23-01-2004 07:31PM

I'll tell you what a supervisor is there for.
To make sure the call jockys dont get away with the attitude trhey are displaying here.
'Heloo, i'm recording this call as well as you'

'Well i'm hangin up'

Ring back - ' Hello can i talk to your supervisor'

Supervisor 'Hmm... I'm going to kick that fkers ass.'

You . 'I'm so sorry please let me keep my job. I wont do it agai... Please, i'll only vent on the internet in future'

herbie747 · 23-01-2004 07:54PM

I'm a professional complainer, and I ALWAYS get what I pay for....and why shouldn't I?
If some clown makes a mistake that costs me time, money or hassle, I'll let them know about it - and I won't be patient wth them, because if they weren't incompetent in the first place I wouldnt have to waste my time resolving it.

They are getting paid to be nice to me and resolve my issue - it's called THEIR JOB. I, on the other hand, am complaining for a reason (not for the thrill and sheer enjoyment) and I am not getting paid to be wasting my time resolving someone elses mistake, so f*ck them.
And I always take their name, time, date, etc. And asking for a supervisor always works if I sense an idiot on the phone.
Being "polite" gets you nowhere - I'm always nice, but firm.

People who don't complain about dodgy merchandise, crap service, etc are suckers who will spend their whole life being trampled on - and I ain't one of those suckers.

Meadows · 23-01-2004 08:54PM

Ring back - ' Hello can i talk to your supervisor'

`

yeah most call centers are huge as well as outsourced so you could get indian/london/Paris call center (which a lot of call centers are now basing themsevles,so odds are you wont be talking to the same sup of the rep who hung up on you.)

Supervisor 'Hmm... I'm going to kick that fkers ass.'

chances are they havent kept a record of their activites, so its hard for the sup to trace.

magick · 23-01-2004 09:02PM

and I won't be patient wth them

your choice but if id be more polite but the number of times when people arent polite on the phone to a rep, that rep will usually drag his/her heels because of this person on the phone is being an a$$, and results in even worse service for the complainer,besides their not much effort in being nice and polite.

They are getting paid to be nice to me and resolve my issue - it's called THEIR JOB

nope, we aint being paid to be nice to you, we are getting paid to troubleshoot your problem,thats OUR JOB

People who don't complain about dodgy merchandise, crap service, etc are suckers

yes , thats everyones right, but people that complain constructively and politely usually get helped that bit better.

DUX · 23-01-2004 09:09PM

I worked in a call centre a couple of years ago and we used to organized some fake calls to train the new hires..... was great fun to play the role of the angry/son of a bitch customer asking for the manager :-)

DaithiSurfer · 23-01-2004 10:54PM

Of course if you record the call you can play back conversation with the ignarant rep who hangs up to a supervisor

I've been in call centers. In fact i was part of a team that used to weed out the problems in call centers and the fact is its your job to help the customer, not because he's thick but because your company knows that he may come back with more business and tell his friends what a great deal and support he got.

I know all you call center reps want to make yourselves feel important here but one thing is certain. If you are not being nice to the customer and your boss finds out you're in the **** and none of the 'i have the power' stuff that you are trying to bull**** with here will get you out of it.

KlodaX · 23-01-2004 11:08PM

Is it illegal in this country to record a call if either person the line objects ?

I cease to be a Vodafone rep as of 2 weeks ago.

it is illegal for someone to record you without you knowing.. hense why they tell you.

the reason they record the calls is to do a thing called "witnessing" .... its to train the staff ... and to scare them out of F*c*ing you off from a height ....

they don't don't really give two ****s bout what you say... the recorded calls are random for bout 10 calls out of the first 30 of the csr's shift ... if the csr wants to record a call to save their ass they can... but most don't know how cause its not in the training... any call not replayed to the "team leader" .... *manager nit picking at the csr , cust service rep* ... are generally deleted ... too many off them after being replayed...

so I wouldn't worry bout your recordings....

they are as prescious as the security camera recordings of you walking past an alley-way last sunday evening for all of 30 seconds.

no one cares.

magick · 23-01-2004 11:25PM

I know all you call center reps want to make yourselves feel important here

em i dont recall anyone saying that, its a job, a thankless one at that, if any of the reps wanted to feel important, then maybe they sould have joined the secret service or become a doctor.

and none of the 'i have the power' stuff that you are trying to bull**** with here will get you out of it.

hmmm once again, if you look back at the posts i dont recall anyone claiming they said "I HAVE THE POWER" the only person who said "I HAVE THE POWER!" is He-Man and he didnt work for a call center.

DaithiSurfer · 24-01-2004 12:50AM

I've seen the recordings kept for years.

it isnt illiegal to record someone at all without their knowledge.
It is inadmissable in court though unless there are particular circumstances that warrent it. e.g If someone was murdered and you had a recording of the accused saying they would murder that person.

But this thread has gone off the point somewhat.
I think the original intention was to ask people if it bothered them that they couldnt choose not to be recorded.

dub45 · 24-01-2004 01:16AM

I think the original intention was to ask people if it bothered them that they couldnt choose not to be recorded.

Yeah it was:) It has certainly raised some interesting questions along the way too!:)

Catsmokinpot · 24-01-2004 03:49PM

Originally posted by dub45
So you think that its ok for a company to take money out of a customer's account without their knowledge or permission and not return it for up to 38 days?

and that if a customer attempts to get their money back in those circumstances they are whinging?

no i dont think its ok. but if something is the way it is then why do you still give out? especially to people who cant do anything about it. if we could help you we would! do you think we want hassle off people? no, we want to get you off the phone and on to the next call.

do you give out because people die all the time? no. because thats just the way it is. TBH people get skrewed over all the time, not just poor old you. thats why big companies exist! to skrew people over

deal with it! if you dont want to get skrewed over dont join a corporation, big faceless money grubbing gits and yes i hate working for them and im going to quit as soon as i find another job that pays so well

i dont think all callcentre reps are bad i know why some of them would be bad. you want to know why?

MOANEY LITTLE BITCHES

the only reasons people want to speak to a supervisor is because they have signed a contract. the company has covered themselves in the terms of that contract and the member hasn't read the contract propperly. i bet your whinging bout your E440 saying boo hoo its not fair. the fact is if you read your contract for 02, i bet theyve covered themselves at every angle for that sort of situation. they have teams of lawyers working for them and if you took them to court you would lose.

i used to empathise with people who did not read their contract but i see so many people every day who dont and then complain about it, even though they were stupid enough to not read the fine print.

now im sick of it im sick of people who ring up and blame the company for problems that arent theirs.

other reasons are

your service has put viruses on my pc!!! that is not our problem we give you a connection we dont control what you download.

ive moved to an area which hasnt got broadband and i have to stick to my 12 month contract!!!! well im sorry but look up contract in the dictionary my friend

im getting porno popups and its your fault!!!! you or one of your pervo family have visited a site with lotsa porno popups programmed in to it and thats why your getting those

you find internet phone numbers on your phone list which cost you around E200!!! the fact is that once again either you or one of your pervo family has gone to a sight used a dialer program to get seemingly "FREE" porno

the list is endless hardly any of it is due to agents incompetance anything to do with money is probably transaction programs fúcking up etc not agents fault yet again

people have no right to be ignorant to other people if they are we warn them if they do it again we hang up, and we are told this by the supervisors

the list of things said by moaney little bitches like yourselves

****ers, ****, crap service, ****ty connection, your service has made my computer crash.

mostly bull.

now sometimes we do **** up and still these problems are sometimes not the agents fault. its the whole process that messes up like adress details are incorrect when they go through the system people getting their own postcode wrong etc.

sometimes you get agents who do typos every 100th call but im sure that you yourself have done typos before and so can be blamed there

and then very rarely and i say very rarely because its such an easy job only for the hastle you get the incompetant agent who does have an iq of 80 and you cant say anything but you poor ****er!

im sorry but thats the way i and most callcentre reps see it. and if it was such a lovely job with tons of nice people to speak to then the staff turnover wouldnt be the whole staff in 6 months for nearly every callcentre i know of

and as far as the voice recording goes...............

Originally posted by Cabaal
Stop taking photographs of me, YOUR STEALING MY SOUL!!!

Catsmokinpot · 24-01-2004 03:51PM

oh yeah

</rant>

The Beer Baron · 24-01-2004 04:34PM

you can train monkeys to speak now?

(I was in a call centre- indeed if I could I'd ask the bastards for copies of the recordings- my greatest hits as it were. They always recorded mine as I always ended up insulting whoever called me)

dub45 · 24-01-2004 04:36PM

no i dont think its ok. but if something is the way it is then why do you still give out? especially to people who cant do anything about it. if we could help you we would! do you think we want hassle off people? no, we want to get you off the phone and on to the next call.

The fact is that it is not permissible to take money out of people's accounts without their permission whether you choose to call it a mistake theft or whatever. There is no contract anywhere that will stand up that will permit a company to do that.

Now if you think that people should lie down and roll over when that happens you have a very strange attitude to life which of course you are entitled to but it does not mean everyone else should have it. Not many people wish to give an involuntary interest free loan to a big multinational.

I think the whole call center concept is totally wrong but if I can bounce your attitude back to you I would be saying you knew only too well what you were letting yourself in for when you joined no one is forcing you to work there

deal with it!

I think most people would much prefer to talk to the person who is actually at fault when a problem arises not an intermediary but the call center concept is designed to stop that.

Your attitude appears to be great place to work shame about all those people who ring up all day and disturb us.

herbie747 · 24-01-2004 05:03PM

Originally posted by magick
nope, we aint being paid to be nice to you, we are getting paid to troubleshoot your problem,thats OUR JOB

You're getting paid to be nice too. I'm the customer. You're supposed to be nice to me AND solve my problem.
I doubt they told you to "just troubleshoot - but you don't have to be nice to customers".

Just because it's the 100th call you've taken that day - I DON'T GIVE A CRAP. The only call I care about is mine - your dislike of your job isn't my problem, and I want my issue sorted out without any excuses, quickly, efficiently, and without getting stroppy if I get angry at your incompetence. If you know your job, that shouldn't be a problem though, should it?
If you can't handle it quick enough with competence, I'll ask for your supervisor and I WILL get to talk to them, and trust me, they ALWAYS sort it out.
If I pay your company for something - I want a quality product/service. Bottom Line. If you don't provide a quality product/service, it's not my fault - it's yours and your company's, so excuuuuuse me if I'm not sympathetic to the fact that it's your 100th call - your problem mate, not mine.

If I am happy with the service or product your company has provided, I will never have to call you, and I will recommend your company to others - it works both ways.

Catsmokinpot · 24-01-2004 06:43PM

Your attitude appears to be great place to work shame about all those people who ring up all day and disturb us.

no my attitude is shame that sometimes ignorant pricks phone up and blame me for problems that are their own fault most of the time

I think most people would much prefer to talk to the person who is actually at fault when a problem arises not an intermediary but the call center concept is designed to stop that.

the call centre is designed to help as many people as possible in the shortest space of time. if we were to give a dedicated line to one person to speak the same rep each time they call. that would cost a fortune you could ring me 20 times in one day and your subscription fee still wouldnt pay my salary so that cant work

and i dont think that people should lie down and take it. but they should still be polite and patient in the process of getting the problem solved i get lots of people who scream and shout down the phone at me for problems that can be sorted out without any hastle

and they my friend, are called dickheads indecent sons of bitches who have no real purpose but to complain about injustices that are done to them. have you ever seen someone cry? i have seen 3 girls cry since i started working in the call centre nearly 2 years ago because of inconciderate dickheads who dont care about anyone except their money calling names because they dont get what they want. that solves nothing. you want some action write a letter of complaint. complaining to a supervisor or an agent about an incident, doesnt always work a letter of complaint does because they have to reply to you.

YOU CANT ACT THE DICK TO PEOPLE AND EXPECT TO GET GOOD SERVICE BACK

we are told that if a member starts acting the dick we will warn them twice and if they still dont stop we are allowed to hang up

and then i get other people who are polite and patient the way they are supposed to be. they havent just come on to the phone and said you fúckin better solve my problem or im taking you to court. that aint gonna work because your not taking that person to court so why should they care and if you act agressive theyre not going to want you to help them

if i get a nice person on the phone i will go out of my way to help them but it is a very rare occurance

as for DaithiSurfer go to this website Whos your daddy and read the disclamer at the bottom of the website about recording someones voice without their knowledge as far as i know thats true

Catsmokinpot · 24-01-2004 07:08PM

Originally posted by herbie747
You're getting paid to be nice too. I'm the customer. You're supposed to be nice to me AND solve my problem.
I doubt they told you to "just troubleshoot - but you don't have to be nice to customers".

Just because it's the 100th call you've taken that day - I DON'T GIVE A CRAP. The only call I care about is mine - your dislike of your job isn't my problem, and I want my issue sorted out without any excuses, quickly, efficiently, and without getting stroppy if I get angry at your incompetence. If you know your job, that shouldn't be a problem though, should it?
If you can't handle it quick enough with competence, I'll ask for your supervisor and I WILL get to talk to them, and trust me, they ALWAYS sort it out.
If I pay your company for something - I want a quality product/service. Bottom Line. If you don't provide a quality product/service, it's not my fault - it's yours and your company's, so excuuuuuse me if I'm not sympathetic to the fact that it's your 100th call - your problem mate, not mine.

If I am happy with the service or product your company has provided, I will never have to call you, and I will recommend your company to others - it works both ways.

yes you are the customer and if your acting like a dickhead we do not have to listen to it i dont mean we start name calling i mean we can hang up - we have rights too we dont have to listen to abuse, or are you so selfish as to believe we dont have any rights

"quick enough"
some things are never quick enough for you people you all want it done with the click of your fingers

eg.

complaint: you have broadband and you move house(you also neglect to notify us) then you start to complain that its our fault we should have told you that you needed to notify us now it will take 7 days for it to be fixed

answer: fúck you!!! we are not obliged to tell you we have terms and conditions which you are supposed to read. are we your mother? we dont know where your going to move why is it our fault. if you're thinking about ordering a product you should read your FAQs first you twat and you blame us for being incompetant

propper answer: i do appologise sir but that is all part of the process

next complaint: but now i will have no broadband for 7 days i want a refund

answer: fúck you!!!! we arent obliged to pay you any money unless you are offline for over 30 days, read your contract were not your mother we are not obliged to read it out to you, the contract is there for you to read, not us! we know whats on it

propper answer: um the contract was there for you to read all along we arent obliged to pay you any money unless you are offline for over 30 days.

even though we say that the member is still unhappy and complains somemore

you could go on forever

we dont work for you we work for our company you are not a customer of mine your a customer of the company we fix your problem and be as polite as possible but if you do not have any patience and get stroppy i will warn you if you still continue i will hang up and so would any other agent who gets abuse on the phone

when an agent has worked in a place for so long he can go through a whole call script he knows what to say and what the member is going to say its sad but true

magick · 24-01-2004 07:09PM

Just because it's the 100th call you've taken that day - I DON'T GIVE A CRAP. The only call I care about is mine

and thats the type of ignorant selfish mind set that reps on the phones get, and if your going to act like that then why should we be nice to you?
You should talk to people with the same way you would like to be treated, ie act like a pr*ck and expected to be treated as one. A basic simple not much effort right is to treat people with respect.

YOU CANT ACT THE DICK TO PEOPLE AND EXPECT TO GET GOOD SERVICE BACK

yup completely agree

excuuuuuse me if I'm not sympathetic to the fact that it's your 100th call - your problem mate, not mine.

you made the Baby Jesus Cry:(

it works both ways.

Exactly

nice to me nice to you
Ignorant Pr*ck to me , Ignorant Pr*ck to you

ykt0di9url7bc3 · 24-01-2004 07:40PM

Originally posted by herbie747
You're getting paid to be nice too

I have worked for 2 years in Tech support, I have also worked for 3 years in bar/restuarant work...nice is a frame of mind but I can lie very well and twist and manipulate people very easily

In my expierence, you were hired to be polite and courtious (sp), I have had excellent remarks about my call quality and being helpful to customers. I made more money in tips in the USA than the next 2 staff combined...

1st rule of waitering...if the customer finds anything wrong blame the chef
2nd rule of waitering...if the chef finds anything wrong, blame the customer

Originally posted by herbie747

Just because it's the 100th call you've taken that day - I DON'T GIVE A CRAP. The only call I care about is mine - your dislike of your job isn't my problem, and I want my issue sorted out without any excuses, quickly, efficiently, and without getting stroppy if I get angry at your incompetence. If you know your job, that shouldn't be a problem though, should it?

of course you dont care...why should you, but issues may not be resolved and you may get angry...not my fault if I cannot send out a new modem based on the information/testing given/done...and if you become stroppy and ignorant at my suppsed incompetance then tough ****. If there is no cream there are no Irish coffees...get angry all you want but it is always misguided and misdirected, the customer does not pay my salary, the company does and the company tells me what to do

Originally posted by herbie747

If you can't handle it quick enough with competence, I'll ask for your supervisor and I WILL get to talk to them, and trust me, they ALWAYS sort it out.
If I pay your company for something - I want a quality product/service. Bottom Line. If you don't provide a quality product/service, it's not my fault - it's yours and your company's, so excuuuuuse me if I'm not sympathetic to the fact that it's your 100th call - your problem mate, not mine.

If you are not happy with the results of the call tough ****, call centres and service jobs always outline what information can and cannot be given out and always to explain why there is a problem and how it can be sorted, not my fault that your PC cannot handle our modem...I'll suggest an upgrade..

Most technical troubleshooting is created by the legal department and not the tech, the CYA policy allows us to try and help people without endagering our sanity/job to people who do not listen to help given

Originally posted by herbie747
If I am happy with the service or product your company has provided, I will never have to call you, and I will recommend your company to others - it works both ways.

true enough statment but it is rarely followed, job satisfaction in call centres is a common problem, I have had to call eircom on a number of occasions, besides them trying to sell me the "broadband" option of ISDN last summer...I have always been friendly and helpful to the people that are there to help me...

I personally know Catsmokingpot, and i have to say that he is one of the best tech reps that I have the pleasure of working with (i love you too Barry..)...whatever the companies desicions/faults we always pushed to help the customer...but the abuse over the phone is redonkulus

"****ing Irish!"...."I'm a Systems Admin, of course I ****ing know where the Device manager is located"...."If this company have it, then why dont you support it? you are ****ing useless"

its all me, me, me

While people do make mistakes they should not be crucified for them, the joe soap on the phone is trying to make a living on helping others...fair play because "You cannot please everybody"...

I garauntee you that with polite and curtious attitude you will have your problem solved quickly and/or effeciently or at least have all the information you need to to rectofy the situation, be ignorant and you'll never know what they put in the soup...

...I have never intentionally screwed a customer...but I never take any ignorant crap

dub45 · 24-01-2004 08:20PM

no my attitude is shame that sometimes ignorant pricks phone up and blame me for problems that are their own fault most of the time

So can I ask for you suggested approach to a call to a call center when your account has been rifled without your knowledge and that you may not have any money for the week as a result of that Company's actions? and what you would consider should be the response of the CSR in that case?

Bear in mind that before the 'customer' even gets an answer they have been waiting for about 15 to 20 minutes being told that there call was 'valuable'

ykt0di9url7bc3 · 24-01-2004 08:29PM

Originally posted by dub45
So can I ask for you suggested approach to a call to a call center when your account has been rifled without your knowledge and that you may not have any money for the week as a result of that Company's actions? and what you would consider should be the response of the CSR in that case?

Bear in mind that before the 'customer' even gets an answer they have been waiting for about 15 to 20 minutes being told that there call was 'valuable'

as long as you accuse the company and not the CSR,
and ask for help from the CSR an not demand retribution you may be on a winnar

you may have been waiting 20 minutes, but we have been not been waiting, we have been working and will continue to do so when your call goes thru to us...

herbie747 · 24-01-2004 08:49PM

I never call somewhere because of my own fault - I know if a 3rd party product isn't supported - so I know it's my problem. I never call somewhere because I didn't read the terms & conditions - that's also my problem. You guys seem to work for places that I never have the need to call. I'm referring to mostly retail and utilities.

I only call somewhere if some idiot made a mistake, and I want it sorted out without any red tape or bulls*it excuses; it's usually NTL making ASTRONOMICAL f*ck-ups (don't get me started on NTL), or Eircom making a mess of my bill, or even a shop that has the nerve to put up a sign saying "No Refunds"; which is against the law, and I'll DEFINATELY get a refund, and have done many times with a faulty product.

Generally I only call places that have messed me around, and when I do, I want them to fix it as quick as they messed it up - or I tell them and/or their supervisor to go f*ck themselves, and they have loser jobs, and I then move to the competition - e.g. I moved from Eircell to O2, NTL to SKY, Eircom to Smart Telecom, BOI to AIB, etc. They are 4 of the best moves I ever made.
I never get angry or mad at reps if I feel they know what they are talking about. If I feel they are talking crap, or fobbing me off, then I'll get quite impatient and tell them to put me onto someone who knows what they are doing. Simple as that.
Then I write a letter to their head office with the name of the supervisor, and the time I called, and what my problem was, and "it's a shame they couldn't fix it", but I'll never use them again, and I'll recommend others to do likewise.

Usually I get an apology phone call within a few days from some dorky office jerk whom I have no problem telling him "his company will be out of business in a few years and he will have no job because they won't have any customers left with such appalling service".

dub45 · 24-01-2004 09:33PM

as long as you accuse the company and not the CSR

You did not answer my question - how would you advise dealing with the situation?

ykt0di9url7bc3 · 24-01-2004 09:37PM

or I tell them and/or their supervisor to go f*ck themselves, and they have loser jobs

now the company i worked for had a number of policies..and sometimes the cutomers didnt like those policies...but it was my job to relay the information that was given to me whether it be right or wrong it was my job...

and if you think you could speak to me like that it makes you ignorant....

..and i hate/despise ignorant people and sometimes dream of culling the world of said people in interesting and satisfying methods beyond the realms of any karma

herbie747 · 24-01-2004 09:49PM

Like I said: if you're good at your job, and know what you're doing/talking about - I have no problem with you. I will be very thankful and appreciative.

If you are a clown who's wasting my time, and can't help me - I have absolutely ZERO tolerance. I will give-out to you, I will call you a clown, and I will demand to speak to your supervisor. What's the point in me ringing you if you can't help me? If you can't help me, then why did you answer the phone??

O2 and AIB stand out in my mind at being VERY helpful and competent.
NTL are sooooo stupid, I cannot understand how they ever managed to start a business - soooo stupid and useless; they do the opposite of what you ask. When I got SKY Digital, I asked them to disconnect me - so instead, they billed me for an NTL Digital starter pack, and 2 months later NTL still isn't disconnected. Ongoing issues with NTL for over 2 years. I got SKY in Sep 2001.
11850 are idiots, and 11811 sound like zombies. Did anyone ever notice when they call 11811, it's always "Hello, 11811, Mary speaking"? Always Mary....

ykt0di9url7bc3 · 24-01-2004 09:50PM

So can I ask for you suggested approach to a call to a call center when your account has been rifled without your knowledge and that you may not have any money for the week as a result of that Company's actions? and what you would consider should be the response of the CSR in that case?

"Hello my name is John smith and I am enquiring about certain irregularites about my account, I believe that it has been rifled thru and in regards to the situation of <date> i have not recieved any money regarding <event> from the company"

"Ok we'll take on problem at a time, can you tell me a little bit more on the account irregularities, details if you, and i we be checking on my end" - rep

<data exchanged>

<CSR Response now based on training and set information that can be made available to the customer>

Customer unhappy or happy with responce. customer either complains, gets angry, asks for manager.

<CSR should apologise for complaint, ignore anger, pass onto manager>

then tackle next problem

Customer either complains more, gets angry, wants manager

CSR usually ends up reapting him/herself...why should they deal with people that wont co-operate...the manager may extra powers but the CSR has done his/her job

ykt0di9url7bc3 · 24-01-2004 09:55PM

If you are a clown who's wasting my time, and can't help me - I have absolutely ZERO tolerance. I will give-out to you, I will call you a clown, and I will demand to speak to your supervisor. What's the point in me ringing you if you can't help me? If you can't help me, then why did you answer the phone??

do you really have to insult them......

no problem with wanting to speak to a supervisor....

but do you really have to swear and shout....

Zero tolerance it maybe.....

but do you get shouted at and insult for making a simple mistake in your job...

do you get berated for explaining company policy...

'Your calls may be recorded for training puproses'

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