I have been tempted by BT
[smug] I may be old but the memory isn't too bad - YET [/smug] 
Quote from: Anotherone You can bet we will look for that!
Didn't doubt that for a second
But Chris has kindly saved me and jelv the effort.
Jim, keep taking the tablets, they're working
[coat]
Jim, keep taking the tablets, they're working
[coat]
Gerry, I understand why Plusnet don't allow the use of email, but the use of a Ticket is an equivalent to email and I see no reason why Plusnet can't add this to the methods that can be used, after all it's good enough for a Complaint
More helpful comments might be
At least people would know where they stood then.
However it seems to me that really the initial problem here was that neither CSC or DCT put a request forward to COT to contact Gerry to discuss his issue. They both basically said use our procedures. To me that is hardly the sort of customer service one would hope for.
So Plusnet, get the use of a Ticket for COT on your agenda - now, and currently CSC should feed ticket requests to COT for them to contact the customer, and likewise so should the DCT if requested on here.
to me seem to mean
Quote At the moment we have no plans to change .........
Quote we might be thinking about some changes, but we aren't telling you if we are, either for commercial reasons, or, we just want you to shut up.
More helpful comments might be
or of course
Quote This is on a list of topics for consideration, but we don't know when it will be considered
Quote This is not something we are considering
At least people would know where they stood then.
However it seems to me that really the initial problem here was that neither CSC or DCT put a request forward to COT to contact Gerry to discuss his issue. They both basically said use our procedures. To me that is hardly the sort of customer service one would hope for.
So Plusnet, get the use of a Ticket for COT on your agenda - now, and currently CSC should feed ticket requests to COT for them to contact the customer, and likewise so should the DCT if requested on here.
Two other things I have brought up spring to mind.... one of which should have covered the excuse given....
Erm.... remember my posting.... " Employ more staff to answer phones and tickets "...
and your assurances that you had done so, and had more than doubled the number of staff over a period of about a year,...... obviously this needs re-addressing in the light of the above quote.
And similarly, about the telephone queueing system.... apparently you "looked into it".... and again, decided you had no plans to change it....
Oh Dear.... looks like Plusnet hasn`t got any plans to do anything. .... what kind of "business/commercial decision" is that...
As "Anotherone" says..... there simply cannot be any reason why a ticket... ( my email term might have been confusing, but it is the same thing, and I did qualify it with "..... email/online....." ) cannot be used..
Can you back up that statement with some figures? I very much doubt it.... why... because you haven`t got any.... you can`t have any figures because you do not use the ticket system...
Making it harder for customers to leave does not "make commercial sense", when you consider that you have a dedicated team for customer retention... It would make more "commercial sense" to be able to engage easily with customers who want to leave, and to provide a facility to make customer retention a priority instead of something you have "no plans" for improving. By making it harder for customers to contact you about leaving, is giving out the wrong signals... more akin to holding on to them by "force" (probably the wrong word, but I am sure you get the gist)... against their will.... not exactly compliant with " We`ll do you proud" is it...
Quote
we made a business/commercial decision based on workflows, headcount and management of resources
Erm.... remember my posting.... " Employ more staff to answer phones and tickets "...
and your assurances that you had done so, and had more than doubled the number of staff over a period of about a year,...... obviously this needs re-addressing in the light of the above quote.
And similarly, about the telephone queueing system.... apparently you "looked into it".... and again, decided you had no plans to change it....
Oh Dear.... looks like Plusnet hasn`t got any plans to do anything. .... what kind of "business/commercial decision" is that...
Quote (by Anotherone)
Gerry, I understand why Plusnet don't allow the use of email, but the use of a Ticket is an equivalent to email and I see no reason why Plusnet can't add this to the methods that can be used, after all it's good enough for a Complaint
As "Anotherone" says..... there simply cannot be any reason why a ticket... ( my email term might have been confusing, but it is the same thing, and I did qualify it with "..... email/online....." ) cannot be used..
Quote (by Jameseh)
Because we would be likely to lose more customers.
In business world, that doesn't make commercial sense.
Can you back up that statement with some figures? I very much doubt it.... why... because you haven`t got any.... you can`t have any figures because you do not use the ticket system...
Making it harder for customers to leave does not "make commercial sense", when you consider that you have a dedicated team for customer retention... It would make more "commercial sense" to be able to engage easily with customers who want to leave, and to provide a facility to make customer retention a priority instead of something you have "no plans" for improving. By making it harder for customers to contact you about leaving, is giving out the wrong signals... more akin to holding on to them by "force" (probably the wrong word, but I am sure you get the gist)... against their will.... not exactly compliant with " We`ll do you proud" is it...
I would have though that COT would have a way in which they could compile a message with all the options by bolting together stock paragraphs and then perhaps just minor edits such as the price. Having sent that out via email or ticket follow it up with a phone call.
If I was in a situation where I was calling COT for a retention deal I'd be dammed sure I got all the details confirmed by email etc. - and that would apply to any company I was dealing with, not just Plusnet.
If I was in a situation where I was calling COT for a retention deal I'd be dammed sure I got all the details confirmed by email etc. - and that would apply to any company I was dealing with, not just Plusnet.
Hiya,
No - It doesn't state which options we have to choose to use, nor does it say that we have to do what other ISPs are doing.
Regarding letters - we know that not many people will use that avenue which means that we don't have to recruit increased volumes to deal with it. In reality, quite a proportion of the cancellation letters we do get are sadly down to people passing away and sending us death certificates.
The main point of this thread is about a possibly cancellation - Gerry has openly admitted that he is interested in the offer that BT have made. The point I am trying to make is that we cannot resource our cancellations team to cover ticket requests to be called (by an inbound only team) due to the increased volumes there would be (and we have done this in the past, albeit quite a few years ago. The simple fact is that it will cost us more money. We absolutely are reviewing our budget (as mentioned earlier) and at this time we will not offer a ticket path, nor will we remove agents from answering inbound calls to make outbound ones.
I have no issue with talking with Gerry about what we could potentially offer him, although I won't be doing that in an open forum. The point that I and the DCT team have been making is that we have a process to maximise the efficiency of the staff that we have in place to handle inbound cancellation requests and there is a concern that if we reverse the process for one, then a number of other people will expect the same at which point it becomes unmanagable without a detrimental impact on customers following the process which we ask them to abide to.
There's probably not much else that I can add to this without repeating myself. Besides, I'm off on holiday.
Bye
No - It doesn't state which options we have to choose to use, nor does it say that we have to do what other ISPs are doing.
Regarding letters - we know that not many people will use that avenue which means that we don't have to recruit increased volumes to deal with it. In reality, quite a proportion of the cancellation letters we do get are sadly down to people passing away and sending us death certificates.
The main point of this thread is about a possibly cancellation - Gerry has openly admitted that he is interested in the offer that BT have made. The point I am trying to make is that we cannot resource our cancellations team to cover ticket requests to be called (by an inbound only team) due to the increased volumes there would be (and we have done this in the past, albeit quite a few years ago. The simple fact is that it will cost us more money. We absolutely are reviewing our budget (as mentioned earlier) and at this time we will not offer a ticket path, nor will we remove agents from answering inbound calls to make outbound ones.
I have no issue with talking with Gerry about what we could potentially offer him, although I won't be doing that in an open forum. The point that I and the DCT team have been making is that we have a process to maximise the efficiency of the staff that we have in place to handle inbound cancellation requests and there is a concern that if we reverse the process for one, then a number of other people will expect the same at which point it becomes unmanagable without a detrimental impact on customers following the process which we ask them to abide to.
There's probably not much else that I can add to this without repeating myself. Besides, I'm off on holiday.
Bye