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How does the support team prioritise

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Dabbler
Posts: 21
Registered: ‎13-07-2020

How does the support team prioritise

  • forum posts with @[their name] in them.
  • new topics generally.
  • private messages.
  • facebook messages.
  • Twitter direct messages.

And what are the approximate timescales for dealing fully with each?

Does the support team deal with feedback such as in this post?

Assuming Support want to maximise customer satisfaction, why's the situation as described here?

Aimed for the support team to answer. Thank you.

 

5 REPLIES 5
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Dabbler
Posts: 21
Registered: ‎13-07-2020

Re: How does the support team prioritise

Community Veteran
Posts: 5,436
Thanks: 626
Fixes: 25
Registered: ‎10-06-2010

Re: How does the support team prioritise

They will be prioritised on whoever is kicking up the most fuss and shouting the loudest (which is the same as pretty much anywhere else).

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Dabbler
Posts: 21
Registered: ‎13-07-2020

Re: How does the support team prioritise

No reputable company works like that.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.

 

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Community Veteran
Posts: 5,436
Thanks: 626
Fixes: 25
Registered: ‎10-06-2010

Re: How does the support team prioritise

My experience of these forums and life in general suggests otherwise.

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Dabbler
Posts: 21
Registered: ‎13-07-2020

Re: How does the support team prioritise

I would hope it isn't the case for Plusnet.

If you worked for a company's support team, and customers shouted angrily down the phone thinking that was how to get what they wanted, would it encourage or discourage you to oblige? It would certainly discourage me.

All they need is to know the fault, correct it while you hold (if possible), and if it's something which could've been prevented in the 1st place, to have a system for reporting it. That should just need a calm explanation.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.