Cable Forum - View Single Post - NTL "Customer" support

Jim galbally · 08-01-2006, 11:30

i to 2nd/3rd line support fo a few call centres with my job (IT Techy) so i visit some of them quite often and know the people etc. etc. now one thing they are told NEVER to do (and don't do) is LIE to the person on the other end of the phone. they can blag them with "i''m not allowed to do that, it's company policy" but they can never lie to them. it's VERY bad for customer service as it makes customers angry.

i think either NTL has a lot of bad staff working for them, or they are told they are allowed to lie on the phone.

08-01-2006, 11:30	#5
Jim galbally Inactive Join Date: Dec 2005 Services: NTL 10MB (CM250) + TV + Phone Posts: 46	Re: NTL "Customer" support - 10Meg performance drop :/ i to 2nd/3rd line support fo a few call centres with my job (IT Techy) so i visit some of them quite often and know the people etc. etc. now one thing they are told NEVER to do (and don't do) is LIE to the person on the other end of the phone. they can blag them with "i''m not allowed to do that, it's company policy" but they can never lie to them. it's VERY bad for customer service as it makes customers angry. i think either NTL has a lot of bad staff working for them, or they are told they are allowed to lie on the phone.