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This is a discussion on Information within the Sky Broadband help forums, part of the Sky Broadband help and support category; Not a very long word but a very important one. When things go wrong then information - correct information is ...
- 12-10-06, 09:47 PM #1
Not a very long word but a very important one. When things go wrong then information - correct information is vital. We all accept that there are times when things don't go to plan - a train can break down for example- but information to tell the user/customer/passenger should be a priority. To know what has gone wrong and to know when the problem is likely to be fixed does not only assist the customer in feeling that they are important. It also engenders a feeling with the customer that the company, in some small way, cares. Is it not a pity that so many companies fail to note this important part of customer service? Not only do they fail to engage with their customer but they also fail to make full use of the very thing they sell, the internet, to foreword correct information effectively.
- 12-10-06, 09:55 PM #2Site FounderExchange: Marshalls CrossBroadband ISP: Sky Broadband UnlimitedRouter: Sagem F@ST 2504nSky TV: Sky+HD box
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Cannot agree more.
We have offered Sky the oppurtunity to post on here in the announcements section for exactly the reason you state.
However we have not been taken up on this.
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- 12-10-06, 09:56 PM #3
why dont they come out and say we screwed up, we know that. and we will sort it.
by keeping quiet and burying there heads in the sand only gets the customers annoyed.
they got more to loose than most broadband companys
id like to cancel my internet please oh and while you are at it, you can shove your tv as well. double whammy for them
- 12-10-06, 10:06 PM #4
I'm afraid that this is all too common with companies these days - not just Sky and not just ISP's....
The reason? MONEY!
It is a dog eat dog world out there and many companies are trying to undercut the opposition.
The problem with this undercutting is that it comes at a cost. All too often the things that suffer are quality of goods/service and the support of such goods or services. Ultimately the customer suffers.
I truely believe that things are going to change in the next few years. Customers are going to become more and more aware that at the end of the day you get what you pay for. Customers WILL be willing to pay that extra premium for better quality and support.
A good example of the tide turning is that some companies are starting to realize that outsourcing may be cheaper if terms of labour costs, but customers are fed up with speaking to people who dont understand what you say and it is hard to understand what they are saying.
It is going to take a few years to happen, but WE are partly to blame....After all, everyone loves a bargain.