This is a discussion on Customer Service within the Sky Broadband help forums, part of the Sky Broadband help and support category; Originally Posted by SatDish were not plusnet thankfully - although there are some decent CS staff there as well...
- 11-09-06, 10:30 PM #11Site FounderExchange: Marshalls CrossBroadband ISP: Sky Broadband UnlimitedRouter: Sagem F@ST 2504nSky TV: Sky+HD box
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- 11-09-06, 10:30 PM #12
- 11-09-06, 10:51 PM #13
There is no excuse for Verbal abuse to someone doing their Job,
But respect..Is a two way thing, and has to be earned,
- 12-09-06, 12:47 AM #14
Indeed respect has to be earned and treating customer like they dont have a clue is a mistake alot of operators are making.
Edit: Removing traces
Last edited by The Doctor; 15-09-06 at 03:14 PM.
- 12-09-06, 12:51 AM #15
You are so right...
I was on to tech support the other day and they wasted time explaining how to open a dos prompt.
I am not a techy, but I have access to google and I have usually tried the obvious before I ring tech support. I sometimes get the feeling that I know more than frontline support and that when I say I have done that already they are stumped.
- 12-09-06, 12:55 AM #16
frontline support are not fantasticaly technical but are there for the reason you got taken through.
Last edited by The Doctor; 15-09-06 at 03:15 PM.
- 12-09-06, 01:01 AM #17
Don't get me wrong... I would hate to do a job like that from a script (I assume that is how they work) My comfort zone is what I know and it must be very difficult to do that job if you do not have the understanding to back it up.
- 12-09-06, 12:02 PM #18
There is the problem in a nut shell, since most if not all CS or TS staff have to go through a set procedure and it doesn't take in the fact that a lot of customers have a little or a lot more knowledge of how to do x,y and z works and its a real shame that a lot of people who do phone up for help feel that regardless of the situation that its ok to have a go at the CS or TS rep because they are upset or annoyed about a problem they are having.
As for PlusNet I have been to PlusNet towers and have seen just how they work and it gave me a great insight into the workings of an ISP and I have to agree with NewsreadeR there are some very good CS and TS staff there.Ray
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- 12-09-06, 12:22 PM #19
I have worked in customer service for 8 years for o2 & i can never understand why people swear at me on the phone because basically i just think to myself "well stuff you" why should i try & help you with an attitude like that ?
I love my job though & get good staff discount on my phone