topic Re: Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience) in Plusnet Feedback

Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience)

Martin2013 — Tue, 30 Apr 2013 23:48:38 GMT

(Could a forum staffer please notify Mr Paul Summers, plusnet (Director of Customer Experience), of this post? Thank You in advance).
Dear Paul,
My name is Martin, I am your customer jbsimpson 's Son-in-law. (Myself and
my wife Jean administer his account with his permission, as recorded with
you, as he suffers serious health problems).
I was very happy to complete the survey for you. I would like to offer some
additional comments:-
In my 57+ years, I have seen customer support from "both sides of the
fence". As a customer support manager, I did my best to provide a good
(what you call now) EXPERIENCE for my company's customers. We must have
done something right, one very upset customer, after we fixed his issue,
hand delivered a Massive and Delicious Strawberry Jam & Cream Cheesecake that
he had crafted in his shop just for us!
I'm retired now after a long career in IT including management. I can
honestly say (and I ask you to let your people know from me) that I would
have been proud to have each and every one of them in my "team" - You must
have a reusable "great people mould" up there Paul, and it has turned out
exemplary support people. Each and every one of the dozen or so I've been
"pestering" (LOL!) has been the greatest pleasure to work with.
Of course one objective of the survey would be for you to find out "what
needs improving". Now I can be very knit-picking at times, but I have
looked and thought hard, but I failed to find ANYTHING else you can do
better at this time.
Executive summary: Paul, Survey done, PlusNet support ain't broken, Don't fix
it. Thanks to all!
My very best regards to all up there from way down here. Now where's that
cheesecake recipe...
(signed)
Martin R Hutchings MIDPM (retd.)
(formerly: GPO Telephones Apprentice, ..., Computer CS Manager at Tandy
Corp (Branch UK), IT Manager Europe Memtek (Memorex) International)
P.S. Now if you'd sent me an orders/billing survey... (just kidding, there was
a small glitch re discount but support seem to have got it sorted )

Re: Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience)

picbits — Wed, 01 May 2013 06:07:05 GMT

Nice letter Martin
It mirrors my personal experiences with Plusnet although the biggest gripe seems to be call waiting times and lack of an informative queue indication system that covers the individual areas of the call centers.
The staff on the forums are pleasantly transparent and if Plusnet have made a mistake they will admit it. Recently a customer disputed something they had been told on the telephone and a member of staff went away, listened to the recorded call and came back and told her the customer was correct and apologised. Honesty counts for a lot in my book !
By the way - I'm ex Tandy myself - 1501 and 1537 but also did a lot of the system upgrades when they rolled out the new POS (apt abbreviation) systems. I'll send you a PM about it to keep it off this thread

Re: Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience)

orbrey — Wed, 01 May 2013 08:23:39 GMT

Hi Martin,
Thanks very much indeed, I've sent an email round to our leadership team with a link to this post - I'm sure it'll be greatly appreciated. Also thanks very much indeed for the feedback!

Re: Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience)

Kelly — Wed, 01 May 2013 11:35:03 GMT

What a lovely post! Thank you very much. It's made even better by the fact your have RS as your avatar so I expect you to have high standards!

Re: Open Letter to Mr Paul Summers (PlusNET Director of Customer Experience)

tstaddon — Thu, 02 May 2013 09:49:16 GMT

Fantastic post indeed. If only I'd read it before posting on the "why I hate feedback forums" thread...
http://community.plus.net/forum/index.php/topic,114562.msg986448.html#msg986448