cancel
Showing results for 
Search instead for 
Did you mean: 

In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

pwatson
Rising Star
Posts: 2,470
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

Quote from: Kelly
Personally, I hate phoning companies.  I'd much rather self serve, community serve or raise a ticket/email, in that order, than have to phone them up.

Likewise actually,and I see where Linn is coming from.  Hopefully, of course, the move away from phone support is reflected by bolstering online support resources - 24x7 DCT presence perhaps Smiley
A positive suggestion - You acknowledge that email, online etc are increasingly preferable and yet you persist with making people ring in if they want to explore any deals on offer when they reach the end of their contract?  Why not do this online?  A simple presentation of 'take it or leave it' pricing would allow customers to see where they stand without clogging up the COT phone lines...
Some might call this "Good, honest, broadband" Smiley
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

@pwatson
What a great suggestion Smiley
I also have a feeling it could work very efficiently Wink
Kelly
Hero
Posts: 5,497
Thanks: 373
Fixes: 9
Registered: ‎04-04-2007

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

We've discussed that.  It's on "the backlog" so to speak.  I.e. on the big list of things we'd like to do at some point.
TORPC: There isn't a move away from phone support.  We've always tried to be primarily online as a business.  We need to invest some time in our support site/ticketing system though.
Kelly Dorset
Ex-Broadband Service Manager
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

@Kelly
I gathered that
However it is a move in the right direction to help minimise phone request, waiting times
Out of curiosity & prompted to ask by seeing this thread No access for deaf users!!!! in Other Queries
What provisions have PlusNet currently got for disabled / deaf customers ?Huh
spraxyt
Resting Legend
Posts: 10,063
Thanks: 671
Fixes: 75
Registered: ‎06-04-2007

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

Why not take a look at the Accessibility page on the website?
David
HPsauce
Seasoned Pro
Posts: 7,156
Thanks: 249
Fixes: 4
Registered: ‎02-02-2008

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

I just thought I'd share an email I got today (backed up by text message) note especially the line I highlighted:
Appointment reminder
A British Gas engineer will be with you tomorrow
Dear xxxxxxxxxxxxxxxxxxxxx
This is just a quick reminder that a British Gas engineer is booked to visit you tomorrow:
Appointment time: between 14:00 and 16:00
Appointment address: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Your engineer will call tomorrow to let you know when they’re on the way.
It’s easy to change or check the status of your appointment
If you would like to amend or track your appointment, you can do so with our smartphone Apps or online. Setting up your online account is easy – it only takes a few minutes to register. Have your account details handy and we’ll get you up and running immediately.
Then, next time you need an engineer, simply book directly from your online account, and we’ll take it from there.
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

Quote from: iDan
Having filtered through this thread the common themes are:
1. Bt Openreach not accountable.
2. PN Billing system problems
3. Slow ticket response forum used to get round this issue
4. Promised call back not occurring
5. No customer loyalty rewards – I've been with Free Online for 10 years.
6. MD Q and A  session, this could be on twitter.
7. Customer support news letter - how we are doing, number of calls taken,
8.  Provide Support for Deaf customers
Townsman’s reply #29 is a well balanced summary of the way some folk think.
Dan.


My bold
There is also a new common theme to provide support / better support for Disabled / Deaf Users
URGENT - Disability Service Access - major problem with the present system
To which I previously broached the subject on the 20th June
Are there any other common theme(s) that are currently not on the above list, that you feel that should be added ?Huh