topic Re: Online Chat operatives are useless - please contact me in Plusnet Feedback

Online Chat operatives are useless - please contact me

BRABUS — Fri, 09 Apr 2010 21:01:09 GMT

Well I am recommending Plusnet to an elderly couple who want to go onto the internet for the first time. I spoke to one of your online chat operatives who was quite frankly useless.
All I can say is that I am glad I did the chat or this old couple would have been very confused. Worst still the operative gave me incorrect pricing info and only when I queried him about the info he gave did he go away and check and correct his info. If they had signed up using the info given by this individual they would have ended up paying almost £60 a year more than they were told.
If someone from Plusnet would like to call me (you have my mobile and e-mail details) to discuss this ASAP I would be more than happy as how else can I recommend you on the basis of the service received tonight. More importantly how many people are you losing through poor staff interactions with prospective customers?

Re: Online Chat operatives are useless - please contact me

adamwalker — Mon, 12 Apr 2010 09:00:47 GMT

Good morning BRABUS,
I'm sorry to hear about the problems you seem to have had dealing with one of our sales agents and for any incorrect information you may have been given.
First impressions are always important so I would like to give you a call to discuss what may have gone wrong here and more importanly make sure everything is going smoothly with the new order.
Could you please bear with me and I will give you a call this afternoon after 1pm?

Re: Online Chat operatives are useless - please contact me

BRABUS — Mon, 12 Apr 2010 13:04:17 GMT

Thanks for the call Adam, I think we can now call this resolved
As always great support form the Plusnet team.

Re: Online Chat operatives are useless - please contact me

adamwalker — Mon, 12 Apr 2010 13:41:47 GMT

Thanks a lot BRABUS,
As discussed I will make sure any issues you have highlighted to me do get addressed with the agents in question.

Re: Online Chat operatives are useless - please contact me

BRABUS — Mon, 12 Apr 2010 13:53:35 GMT

this is why you guys rock and my previous ISP SKY are just not worth even considering.

Re: Online Chat operatives are useless - please contact me

adamwalker — Tue, 13 Apr 2010 15:58:08 GMT

Thanks a lot for the positive feedback Brabus. I hope everything works out to plan from here.

Re: Online Chat operatives are useless - please contact me

Lurker — Tue, 13 Apr 2010 16:59:46 GMT

Are the Online Chat Operatives *actual* Plusnet employees, or are they simply bods in a service providers ~~call~~ online chat centre?
Our company was approached by a company offering this sort of service to add to one of our websites by a thrid party company - seems its a common thing, and might fit with poor service?

Re: Online Chat operatives are useless - please contact me

orbrey — Thu, 15 Apr 2010 08:17:04 GMT

It's a third party company; but we do the training, the targeting and regular checks on the quality of service being provided.
This is separate to the live chat support trial we have going on at the moment, which does go through to Customer Support agents in our call centre.