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    Customer Service

    This is a discussion on Customer Service within the Sky Broadband help forums, part of the Sky Broadband help and support category; i couldn't do a customer service job ..... hundreds of calls all day everyday with some one on the end ...

    1. #1
      SatDish's Avatar
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      Customer Service

      i couldn't do a customer service job .....

      hundreds of calls all day everyday with some one on the end moaning (coz people don't phone to say "your doing a great job" ) and sometimes being abusive, and all this with being polite back,

      they are not personally to blame for what goes wrong but they get attacked as if it was their fault,

      i think sometimes we forget they are just people doing a job and they to have a home to go to after work,

      ask your selfs how would you react if someone came to you and started shouting and blaming you for something that you have no control over, would you punch them, swear at them or just say sorry?

      remember these people get employed and get told what to do and how to do it so its the employers job to prepair and train them
      they wont be allowed to go and do their own thing like your probably not allowed to either (yes i know depending on what you do),

      thats why i feel we should give these guys and girls a thought before we go storming of to the phone.

      Glenn
      "To help would be a great adventure"


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    3. #2
      hugsie's Avatar
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      I did it for four years for National Express, as a services advisor (front line 3.27 per hour as I started there just before minimum wage kicked in!!!). Took calls all day mostly from people who needed help and were happy as long as you listened and tried to help. Often got threatened with violence and sworn at on a regular basis and this was rarely from those who were stranded after a coach failed, it was from the ones who did not want to pay 1.50 to amend their ticket, or who had lost their ticket which they paid cash for so we were unable to help them...

      It sucked... I got promoted to team leader after 3 months and stuck it out for a few years... Then I moved to public sector, where I plan to live out my days in peace

      They have a really crappy job and I really feel for them!

    4. #3
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      I have to agree and I could never understand why people shout swear and scream at the people on the other end of the phone like they are personally reasonable for all there troubles, which they are not and they do a real thankless job in my opinion mind I always say thank you to them when I have finished talking to them.

      Its always nice to be nice.
      Ray

      Some Advice.. Its always advisable to inform your old ISP as soon as you have migrated that you have moved.
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    5. #4
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      Because sometimes they lie and will do anything to pass you on

      It only take one of them to lie to you then it is quite hard for you the trust that all the others are not the same

      Sore point at the moment.

    6. #5
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      LNB
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      I got banned from Plusnets forum for suggesting that CS tell lies.
      Service recovery 02392 899292

      You got 3 right!
      D'oh! Not good, dude.

    7. #6
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      @ Annie it is true, and there is no excuse for it, but management do not make customer services job any easier by failing to give them accurate uo to the minute information...

    8. #7
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      @LNB

      Sorry to hear that. But I have definately been lied to several times.

    9. #8
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      Quote Originally Posted by LNB View Post
      I got banned from Plusnets forum for suggesting that CS tell lies.
      were not plusnet
      "To help would be a great adventure"

    10. #9
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      I don't doubt it, not only did I get lied to, I could prove it in real time!
      Service recovery 02392 899292

      You got 3 right!
      D'oh! Not good, dude.

    11. #10
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      @ Annie

      Sky read these forums, hopefully someone will pick up and get in contact as all the information that they need is in your sig.

      I can't offer you any explanation as to why as i do not work for Sky, but i am sure it is not intentional and maybe they are just trying to terminate the call and promise you the world for you to agree to putting the phone down. I hope this is not the case.




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