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4735 posts

Uber Geek


  # 1390759 20-Sep-2015 20:59
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It's a pity there aren't more people like you answering the phones there still John :(

19282 posts

Uber Geek
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  # 1390770 20-Sep-2015 21:09
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quickymart: It's a pity there aren't more people like you answering the phones there still John :(


There are

 
 
 
 


4735 posts

Uber Geek


  # 1390774 20-Sep-2015 21:23
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It doesn't seem like it, looking at the FB page frown they need more people like you!

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Uber Geek
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  # 1390776 20-Sep-2015 21:28
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quickymart: It doesn't seem like it, looking at the FB page frown they need more people like you!


Yes Facebook rants like the customer I helped last week that was complaining about Vodafone / Sky billing and when all checked out Vodafone was under charging the customer, Now the customer is paying more per-month by about $7

They had a discount they were not entitled to

1576 posts

Uber Geek

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  # 1390822 20-Sep-2015 23:02
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Yep sure, all the Facebook posters are all crazy ranters who have no point whatsoever. Just like how all the people describing poor customer service experience in this thread are.

*rolls eyes*



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Uber Geek
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  # 1390873 21-Sep-2015 07:50
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dejadeadnz: Yep sure, all the Facebook posters are all crazy ranters who have no point whatsoever. Just like how all the people describing poor customer service experience in this thread are.

*rolls eyes*




Did I say " all " ? No I did not was pointing out " one " I looked into last week

Some are very valid and they just don't appear on the VodafoneNZ page

83 posts

Master Geek


  # 1392426 23-Sep-2015 07:53
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People rarely seek out a company's Facebook page to compliment. 99.9% of the time people only post their grievances publicly. When was the last time any of us praised a company on their FB page?

 
 
 
 


1934 posts

Uber Geek


  # 1393051 23-Sep-2015 20:26
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This is true, but take a look at the competitions' facebook pages.  Noticeably void of complaints and instead full of the usual marketing material.

I've said this before but they could learn a lot from a basic ITIL handbook.  Calling a customer back and following up to ensure that they're happy is such a basic thing it's ridiculous.  If a customer lodges a fault and a CSR promises to call back, their ticketing system should show up a scheduled red flag that the whole team can see should anyone peruse the open tickets and should be on the front screen of that CSR's ticketing system home page every time they open their browser.

It should NOT be exclusively in that CSR's Outlook calendar ready to be missed should they have a sick day, then delete the task cause too much time has passed where the CSR just fobs the customer off as is currently the case.

I deal with Vodafone's "Select" support line regularly (and FTR, that instant answer with no ringing gets me everytime ...) and they don't ever call back to check that a customer is happy before closing off a job.  If Chorus close a job, as far as Vodafone are concerned the customer must be happy, too.  This is completely different to how Spark operate.

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  # 1393071 23-Sep-2015 20:53
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MadEngineer:This is completely different to how Spark operate.


You reckon? I don't think so I had to walk into Spark head office a few weeks back and request to speak to someone cause 4 weeks warning of a move to a house with a ONT already installed was not connected and no one would help on the phone after 2 hours on hold and just had to escalate a change plan request on our home connection from 80GB to unlimited that took many phone calls as it did not work online, Finally got move to the unlimited plan just today

Thanks to Peter here on Geekzone that works for Spark or I would still be waiting for the Fibre ONT to be connected up

1934 posts

Uber Geek


  # 1393075 23-Sep-2015 20:58
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I was comparing Vodafone "Select" vs Spark's managed data service, not domestic.  The point was, even Vodafone's top service level doesn't adhere to ITIL.

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Uber Geek
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  # 1393077 23-Sep-2015 20:59
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MadEngineer: I was comparing Vodafone "Select" vs Spark's managed data service, not domestic.  The point was, even Vodafone's top service level doesn't adhere to ITIL.


We adhere to ITIL as much as possible on the IT side

1934 posts

Uber Geek


  # 1393079 23-Sep-2015 21:04
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Maybe start including your customers and especially your helpdesk in the ITSM/ITIL loops?

4735 posts

Uber Geek


  # 1393146 23-Sep-2015 22:20
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Heh, Select Support. I remember that team.

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