What is the complants procedure and where do you find it ?
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What is the complants procedure and where do you find it ?
18-10-2007 9:30 AM
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Re: What is the complants procedure and where do you find it ?
18-10-2007 9:33 AM
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Is there asomething that I can look into for you?
We have a Code of Practice which details the complaints procedure.
Again, if there is something that I can help with, I shall be more than happy to do so.
Re: What is the complants procedure and where do you find it ?
18-10-2007 9:49 AM
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Thanks for the quick response. I will PM you.
Nick
Re: What is the complants procedure and where do you find it ?
18-10-2007 9:53 AM
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Re: What is the complants procedure and where do you find it ?
18-10-2007 1:52 PM
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As I expected, my issue was easily resolved. I was called twice by Plusnet and we got everything sorted out. So I must give full credit to the support team for dealing so promptly with the matter.
I have said it before, and say it again, that these days there are sadly very few companies in any industry that are so approachable as Plusnet when it comes to customer services. I know of only one other, and that's a ferry company, so no competition for Plusnet !
What I particularly like is the fact that all the support staff put their whole name to any communications. It is not just "Jane" or "Frank" or "Zmbrnski" or an equally untraceable nickname, but the real thing. That is actually very rare and re-assuring. I do think that it is appreciated by customers, and it makes it more personal because they are accountable, whereas just a first name is firstly patronising to the customer, and secondly implies that they want to be anonymous.
So full marks to you all.
Re: What is the complants procedure and where do you find it ?
18-10-2007 2:18 PM
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Thank you for your kind words.
As I mentioned to you on the phone, there were certain replies which skirted around the issues that you were experiencing, which was unfortunate. I'm glad that I was able to highlight the issue and hopefully now you will have a better understanding of streaming roadio and how you can translate kilobits per second into megabytes per hour!
What many will be aware of is our continued recruitment drive to try to attact the créme de la créme of customer service and technical support staff within the South Yorkshire (and beyond) area. However, of course that will not neccessarily bring with it an improved level of customer satisfaction, it just means that we're able to answer calls and tickets faster. We're currently reviewing the target levels for our staff to ensure that we're setting a realistic target and we've just internally announced a new role for a Training and QoS analyst. they will be responsible for individual training and quality monitoring for all of our support staff, thus highlighting short coming and areas for improvements.
Re: What is the complants procedure and where do you find it ?
18-10-2007 3:39 PM
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Quote streaming roadio
I know I have just come back from Canada, but I did not go far enough West this time to see any "steaming rodeos" !
But thanks nevertheles !
Nick
Re: What is the complants procedure and where do you find it ?
19-10-2007 11:01 AM
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Way is it so difficult for me to get it something that is an advertised and included product option.
Along with all the other problems I have had changing to option 2 am seriously considering requesting a MAC code.
Could someone have a look at ticket no 22694833 and get it sorted. Please ..
Re: What is the complants procedure and where do you find it ?
19-10-2007 11:04 AM
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I am extremely sorry that this has taken so long to resolve for you.
I understand that our QA team are currently looking into this for you and I will let you know as soon as I have heard back from them.
Re: What is the complants procedure and where do you find it ?
19-10-2007 12:41 PM
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Quote from: david11 Could someone have a look at ticket no 22694833 and get it sorted. Please ..
Sorted.
Apologies for the delay in getting this resolved for you.
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