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255 posts

Ultimate Geek
+1 received by user: 16


  Reply # 91324 17-Oct-2007 09:27
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paradoxsm: Yes! please do. Where shall I save them?

I'm anti-vf now as they rarely keep promises and have a certain way of dealing with problems, also known as "pass-the-buck" "it's another departments fault" or "Telecom". Other companies just deal with them and take ownership, still trying to sort out last months final bill, utter nightmare, this time "it was a billing department issue" and it has taken two weeks when I was told "3-5 working days"

In contrast my callerID service on Telecom was accidentally removed (my own fault), took 15 minutes after the faults call and it was sorted....

4 years ago I could not have spoken more highly of Vodafone, a real pity.



Adding callerID takes minutes, sorting out billing issues is complex! I think it's unfair to tarnish a whole company due to the in competence (sp?) of a few CSRs. At the end of the day, how do you know it's not another depatment's fault. Lets just hope you don't get bad service from telecom before NZ Communications start or you will have no where else to run to :-(





16 posts

Geek


  Reply # 91341 17-Oct-2007 10:52
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Paradox.

After working within customer services for a couple of years it is unbeliveably frustrating when you are relying on another department to fufill their promise so you can fufil the promise to the customer.

I once had to deal with a companies tech team, who promised me a 3 day turn around, I told the customer a 5 day turn around, knowing that sometimes they can slip a few days.

10! days later I was forced to call up and find out what on earth was happening as my customer was getting frustrated, I was getting frustrated, only to find that they hadn't bothered to let me know that they had closed the case because it wasn't their issue and had escalated to someone else ...

Now while this is passing the buck, it's now me that needs to go back to the customer and say 'Hey, I am so sorry, nothings happened yet' and it makes ME look like I havent delivered on MY promises ..

Thats the WORST thing about working in customer services, relying on other departments when you have the contact with the customer.

Anyway, vent session off

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