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37 posts

Geek


  #333458 23-May-2010 00:50
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DravidDavid:
Sheagae:
customer satisfaction / customer thought / customer care.

I'm afraid these topics arn't covered in the standard issue of "How to use the Internet" given to CSR's to help with technical difficulties.

EDIT:  Pheonix, when someone that is supposed to be giving you technical support dosn't put you on hold properly, leaves you hanging for 20 minutes and dosn't know what a trace rout or interleaving is when working for an ISP...There is something wrong.

And I don't know what kind of guide lines Telecom follows when hiring these representatives, but they need to be reviewed.  Are you writing this down Telecom?


The policy is you can train a customer service rep technical skills but you can't train a techie customer service skills... 

52 posts

Master Geek


  #333459 23-May-2010 00:51
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SmartDumbAss:

Let me pull out my crystal ball. 

Will people find ways around traffic management, wait, hold on, I don't need this crystal ball people are already doing it on the Go Large plan!

Maybe they need a few more Geeks in upper management?


And I'm sure when Big Time was launched that the geeks in Telecom believed that they had found solutions to bypassing traffic managment so the plan was launched.

Perhaps this new method of bypassing the traffic management is of a nature which makes it incredibly difficult for Telecom to prevent it? Even if they do whats going to stop someone from finding yet another way around it.

Your arguement about this is like saying that its Nortons fault that I have a virus on my computer because they should have been able to see the future and prevent me from getting that virus before it was even released. Instead its the virus makers fault for creating it in the first place.

 
 
 
 


191 posts

Master Geek


  #333460 23-May-2010 00:51
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DravidDavid:
Sheagae:
customer satisfaction / customer thought / customer care.

I'm afraid these topics arn't covered in the standard issue of "How to use the Internet" given to CSR's to help with technical difficulties.

No, there is a "How to use the Internet, Premium edition, version 2" but that is only a recommended reading - you'll find most didn't bother to read it.

1892 posts

Uber Geek


  #333462 23-May-2010 00:52
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PhoenixNZ:
I agree. Did you at any point opt to feed that back to someone who was able to ensure that rep was appropriately upskilled so that future interactions would be considerably more positive?


I did.  Someone from some other company called me during my issue with interleaving.  It took about 8 minutes.  I also took the survey the Telecom robot dished out at the end of almost every call.

What I found funny was...The woman that I did the 8 minute survey with said she and the company was based in Hamilton.  But her accent and latency told me otherwise.  When I spoke, I managed to hear myself back down the phone before she replied!

EDIT:
"No, there is a "How to use the Internet, Premium edition, version 2" but that is only a recommended reading - you'll find most didn't bother to read it."

Telecoms cutting corners yet again! Laughing





Sometimes what you don't get is a blessing in disguise!

37 posts

Geek


  #333463 23-May-2010 00:53
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PhoenixNZ:
DravidDavid:
Sheagae:
customer satisfaction / customer thought / customer care.

I'm afraid these topics arn't covered in the standard issue of "How to use the Internet" given to CSR's to help with technical difficulties.

EDIT:  Pheonix, when someone that is supposed to be giving you technical support dosn't put you on hold properly, leaves you hanging for 20 minutes and dosn't know what a trace rout or interleaving is when working for an ISP...There is something wrong.


I agree. Did you at any point opt to feed that back to someone who was able to ensure that rep was appropriately upskilled so that future interactions would be considerably more positive?


Shame on you DravidDavid, next remember to educate your CSR, lol!

1892 posts

Uber Geek


  #333464 23-May-2010 00:56
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SmartDumbAss:
Shame on you DravidDavid, next remember to educate your CSR, lol!


The sad part is...At one stage, I actually gave her a lecture on what interleaving was.





Sometimes what you don't get is a blessing in disguise!

52 posts

Master Geek


  #333465 23-May-2010 00:56
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SmartDumbAss:

Shame on you DravidDavid, next remember to educate your CSR, lol!


I guess Telecom will have to use the crystal ball again to find out there are issues when customers dont actually tell them.

 
 
 
 


19830 posts

Uber Geek

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  #333467 23-May-2010 01:01
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"This closure of Big Time is just another point in favour of that theory."

Incorrect. It will lose revenue as some of you will go to other providers, and that is fair enough if your data requirements do not fit with a plan. There may also be users who were part of the target market for BT, who can fit into what we provide, but are miffed at the removal of a convenient plan.

We tried this plan twice, few ISP's try it, one that has been mentioned on here provides a poor performance as has been stated. There is another unlimited plan in the $500 price point.

If it is that easy to close loopholes, I am sure other ISP's will implement an unlimited plan.

1892 posts

Uber Geek


  #333469 23-May-2010 01:06
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PhoenixNZ:
SmartDumbAss:

Shame on you DravidDavid, next remember to educate your CSR, lol!


I guess Telecom will have to use the crystal ball again to find out there are issues when customers dont actually tell them.

I can well assure you, they were aware of the issue.

The CSRs didn't need a crystal ball to read a few notes on the call I had with another the day before.  They simply arn't trained to do their job properly.  Let alone have to communicational skills to properly direct someone that needs technical support.

This is why when I have to call Telecom these days, I tell them that I am a business customer and I want to speak to the people who handle business technical support.

INSTANT KIWI ACCENT FOR THE WIN!





Sometimes what you don't get is a blessing in disguise!

37 posts

Geek


  #333470 23-May-2010 01:07
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PhoenixNZ:
SmartDumbAss:

Shame on you DravidDavid, next remember to educate your CSR, lol!


I guess Telecom will have to use the crystal ball again to find out there are issues when customers dont actually tell them.


I must be mis-understanding... Are you saying Telecom should be looking into a crystal ball to know whether their reps are [EDIT] --> capable of doing their job? <--

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  #333471 23-May-2010 01:15
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Ok, so this has got to the point of insults now.

This thread is about the Big Time removal. As I see it everyone has made all of their points, but there is no need for insulting posts. Everyone has their opinions and thats good, but this well respected forum isnt the place for this type of behaviour. Lively debate, yes, insults no.

My personal thoughts

1892 posts

Uber Geek


  #333472 23-May-2010 01:18
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Over the troubles I've had with Telecom's BigTime plan, I've learned ways on getting what I want out of them much quicker.

The key is to make sure they think you are important enough to keep on the line when you ask for a supervisor. Or make them think you are so important you need to either speak with a business rep or technician.
Throwing random computer jargon and fake "Business codes" at them also works when you want to go streight to a level three network technician.

It has gone rather off topic indeed.





Sometimes what you don't get is a blessing in disguise!

37 posts

Geek


  #333473 23-May-2010 01:21
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tdgeek: Ok, so this has got to the point of insults now.

This thread is about the Big Time removal. As I see it everyone has made all of their points, but there is no need for insulting posts. Everyone has their opinions and thats good, but this well respected forum isnt the place for this type of behaviour. Lively debate, yes, insults no.

My personal thoughts


Apologies if you feel any of the comments (mine in particular) have offended but in defense I'd have to say with a lively debate about, what some people perceive as a failure, there will comments in regards to capabilities that may come across as insults.

689 posts

Ultimate Geek


  #333474 23-May-2010 01:26
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I very much agree tdgeek and PhoenixNZ

I left this thread a while back because the insults started.

Big Times gone, its sad, but at least Telecom tried. Dont give them bad publicity over it because you'll just stop them from trying again (or any other provider for that matter).

37 posts

Geek


  #333475 23-May-2010 01:34
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ArcticSilver: I very much agree tdgeek and PhoenixNZ

I left this thread a while back because the insults started.

Big Times gone, its sad, but at least Telecom tried. Dont give them bad publicity over it because you'll just stop them from trying again (or any other provider for that matter).


When people believe that there has been a failure they will voice it. It's inevitable. 

Here's a serious question: Will there be consideration for customers who decided that it was worth a cancellation fee to come onto this plan and why are they not "Grandfathering" the plan?

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