Homephone Repairs
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Homephone Repairs
18-03-2008 11:12 AM
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This morning when I awoke it was back on and all is OK (broadband included).
Am pleased with the service and glad to be back online - thank you CS staff.
Re: Homephone Repairs
18-03-2008 11:18 AM
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Re: Homephone Repairs
18-03-2008 2:02 PM
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Re: Homephone Repairs
18-03-2008 2:29 PM
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Quote from: itsme It mystifies me why PN CS are congratulated. The are only a call centre that pass the reported fault to BT. It's BT who actually fix the fault.
Whilst that may be true, you need to compare the track record of other phone service providers using BT Wholesale to provide their service. No such good reading?
It's the end to end service that is being measured here. PlusNet are the front end and have a good relationship with Openreach who do the 'fix'
Maurice
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Homephone Repairs
18-03-2008 2:36 PM
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Quote from: MauriceC It's the end to end service that is being measured here. PlusNet are the front end and have a good relationship with Openreach who do the 'fix'
Maurice
Not sure were good relationship come in to it as Openreach can't offer preferential service to any reseller.
Re: Homephone Repairs
18-03-2008 2:40 PM
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I would certainly disagree and I do think that credit is deserved in this case. There are a number of areas where poor service could have been delivered. For example:
- We could have taken ages to answer the call
- We could have fobbed Poppy off with a number of unlikely suggestions to try to fix the problem
Instead, we quickly answered the call, diagnosed the fault efficiently and then raised it accordingly and subsequently the problem was then fixed and at a good pace.
It's not really about the relationship with Openreach, but how the initial complaint was handled at this end, before Openreach fulfilling their side of the bargain.
Re: Homephone Repairs
18-03-2008 2:46 PM
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Re: Homephone Repairs
18-03-2008 2:53 PM
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Of course, I firmly believe that you should always expect good service from us. It's what we're striving to constantly deliver.
Re: Homephone Repairs
18-03-2008 3:18 PM
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Re: Homephone Repairs
18-03-2008 3:51 PM
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It's basic common sense that if all the feedback staff get is critical, then morale will sink and with it the service.
When I was working I just 'did my job' but was always boosted by positive comments from my patients. It is what kept my colleagues and I going when bogged down with red tape, and NHS 'reforms'. A bit of generosity might not come amiss!
Re: Homephone Repairs
18-03-2008 4:31 PM
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Re: Homephone Repairs
18-03-2008 4:40 PM
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Quote from: poppy Having a disabled person at home to care for, the telephone is very important to me.
I believe that BT offer a priority service to fix faults if a disabled person is registered against a telephone number. Does PN mimic this service?
Quote Free Priority Fault Repair
At BT we understand that the telephone is a vital lifeline for people who are unable to leave the house because of an illness or disablility. If you have a chronic long-term illness or a disability you can apply for our Free Priority Fault Repair scheme which will protect your phone line. Once you are registered on the Free Priority Fault Repair Scheme, BT will deal with reported faults as soon as possible, day or night 365 days a year.
Re: Homephone Repairs
18-03-2008 4:48 PM
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Bear in mind, I'm no expert and just going on what I've seen using their ordering system.
Re: Homephone Repairs
18-03-2008 8:32 PM
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I agree. No matter what your job, "just doing your job, and getting paid for it" only provides enough reason to go back next week..... to get the money, to live for another week, to do the job, to get the money, to live . . . . . But..... Just one compliment on how you do your job can boost your self confidence, and improve the output more than any pay rise could ever do....
From what you say, I suspect you were in the Nursing Profession..... I expect that "itsme" would remember the nurses, and how they not only "looked after him", but also the "care" they show, whilst "just doing the job"..... He (or she) may well have had an operation, by a very skilled and dedicated surgeon, and his equally skilled an dedicated theatre staff, BUT I wonder if, when "itsme" came out of hospital, he would consider it "oh well, I got better quickly, because all those people were "just doing their job"..... they don`t deserve any praise or thanks..... "they were just doing their job".
@itsme.... as has already been mentioned..... the fact that the fault was fixed quickly was not due "entirely" to PlusNet.... It was a "team effort".... PlusNet at the front end of the customer link, and BT at the back end....
Poppy was quite right to praise PN for the way they handled her complaint..... If PN decide they want to pass that praise on to BT, then they can do so, however, I suspect that will not happen directly, more in the way of good business relationships between the two companies, therefore ensuring that those who are ungrateful enough not to say thank you, can enjoy the benefits of those who do take the time out, to pass on their thanks.....
Re: Homephone Repairs
18-03-2008 9:20 PM
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