Discuss, review and recommend UK broadband internet services from providers such as BT, Virgin Media and Sky here.
User avatar
By Bonzer
#2298
Broadband user base is going up with each passing day and ISPs instead of buying more spectrum are distributing the bandwidth among the clients while making false promises. It's something we are forced to live with.

However, what do you expect from a customer service executive when inquiring about the same? Some tend to get aggressive with customers and give indifferent replies. Do you raise a ticket if an executive gives an arrogant reply or would you put up with it?
By Se7ev
#2334
kylerlittle wrote:To actually be knowledgeable enough with experience to solve problems. A lot of people have small training and it's limited, they don't go out of the list they have, I have seen it and they barely know anything.
And many times, sadly, they are not experienced enough. I know that everybody can't be experienced, but sometime they don't understand basic stuff you're trying to explain them.
User avatar
By Yosh
#2420
Se7ev wrote:
kylerlittle wrote:To actually be knowledgeable enough with experience to solve problems. A lot of people have small training and it's limited, they don't go out of the list they have, I have seen it and they barely know anything.
And many times, sadly, they are not experienced enough. I know that everybody can't be experienced, but sometime they don't understand basic stuff you're trying to explain them.
I don't understand why people are employed in this field, if they don't have the experience to get the job done. It's always frustrating when that's the case.
User avatar
By John Donovan
#2423
I expect to be treated correctly and respectfully, but most important, I expect the person on the other end of the line to be competent and able to solve my problem. I hate it when I'm calling a customer support hotline and I end up wasting 45 minutes of my time due to the employee not knowing what to do.

Fun fact: if you are contacting an online customer support service (say, via direct chat or via email), you can immediately ask for your ticket to be elevated. This way, you will be given a specialist, who is more competent.
By pwarbi
#2429
When it comes to customer service, I'm more bothered about if the person on talking to, can help me with what I need, rather than just be well mannerd and polite but not know anything.

I think this is where the ISP's in particular get things wrong. They assume the customer doesn't know anything about the services they're offering but these days, we're a lot more knowledgeable than they give us crewdit for.
User avatar
By nytegeek
#2597
I want to be treated respectfully. I don't want to deal with somebody that only provides scripted answers when I need support. I don't like trying to understand somebody with a very thick accent or broken English. I don't want to be transferred multiple times or forced to navigate a massive menu of automated options when I just want to speak to a live person.
By kylerlittle
#2603
Se7ev wrote:
kylerlittle wrote:To actually be knowledgeable enough with experience to solve problems. A lot of people have small training and it's limited, they don't go out of the list they have, I have seen it and they barely know anything.
And many times, sadly, they are not experienced enough. I know that everybody can't be experienced, but sometime they don't understand basic stuff you're trying to explain them.
Which is stupid because most of them are probably college graduates or trained people that know absolutely nothing.
By pwarbi
#2617
When you contact any business you should expect to be spoken to with respect and politeness, that should go without saying. Aswell as that though I think the knowledge the staff have is the key issue here, there's no point in being a customer service agent if you don't actually know much about the product your talking about.
User avatar
By nytegeek
#2637
I get frustrated if I'm calling for support of a technical nature and I clearly know more than the tech. Especially when they stick to a scripted set of problems and solutions that don't apply to the reason for my call. When somebody has me resetting a router or looking at my ip4 configuration even though it turns out to be a problem on their end that I just want an update on it drives me nuts.
By pwarbi
#2646
I think we've all been in that situation were we know more than the so called expert on the other end of the phone.

You get the obligatory questions, have you turned it off and back on again? Have you reset it and left it for 30 seconds? Is it plugged in?

I'm sure they must think that most of us are thick when it comes to any form of technology.
By CrowdedHighways
#2784
@pwarbi, I think they are required to ask these sort of questions at first. Not because they know nothing(although that is admittedly sometimes the case as well), but because some people really do not find this elementary stuff to be so obvious. These initial questions are probably also a decent way to determine your knowledge level about the subject.
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