(Open) Letter to Slingshot - RE: Your amazing CSR

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › (Open) Letter to Slingshot - RE: Your amazing CSR

CamH

569 posts

Ultimate Geek

#70099 18-Oct-2010 22:29

Thought I would post this here as well as email it to Slingshot - Someone might actually read it then ;)

Hi There Slingshot,

I would very much like to let you know about one amazing customer service representative you have working there.

After having a problem for about 3 weeks, and after calling 2 customer service representatives (first one, couldn't understand due to accent, told me it was my problem and sent me a log of data relating to a month ago, which was totally irrelevant, and the second one who I also couldn't understand due to accent, told me that I needed to spend an extra $10 per month on a static IP to fix my problem). On October 15th, I finally got fed up and called Slingshot helpdesk again, to be connected to Warren (I believe that's his name). Warren listened to my issue, and Warren, who did not have an accent and was actually understandable (sounded like a kiwi speaking actually!) went through all of my information that I had provided the previous technicians and came up with a very smart solution that neither of the other technicians had thought of. After about an hour, and multiple apologies from Warren for the wait, my problem was solved.

It is customer service reps like this that will make your company succeed. I was seriously considering leaving Slingshot before my issue was resolved. Your awesome representative just saved you a customer.

If your company was to have more of such reps, I would not hesitate to refer more users to your service.

Kindest Regards

robbyp

1199 posts

Uber Geek

#393375 18-Oct-2010 22:35

CamH: Thought I would post this here as well as email it to Slingshot - Someone might actually read it then ;)

Hi There Slingshot,

I would very much like to let you know about one amazing customer service representative you have working there.

After having a problem for about 3 weeks, and after calling 2 customer service representatives (first one, couldn't understand due to accent, told me it was my problem and sent me a log of data relating to a month ago, which was totally irrelevant, and the second one who I also couldn't understand due to accent, told me that I needed to spend an extra $10 per month on a static IP to fix my problem). On October 15th, I finally got fed up and called Slingshot helpdesk again, to be connected to Warren (I believe that's his name). Warren listened to my issue, and Warren, who did not have an accent and was actually understandable (sounded like a kiwi speaking actually!) went through all of my information that I had provided the previous technicians and came up with a very smart solution that neither of the other technicians had thought of. After about an hour, and multiple apologies from Warren for the wait, my problem was solved.

It is customer service reps like this that will make your company succeed. I was seriously considering leaving Slingshot before my issue was resolved. Your awesome representative just saved you a customer.

If your company was to have more of such reps, I would not hesitate to refer more users to your service.

Kindest Regards

Yes sometimes it is a lottery as to whether you get a good one, although it really shouldn't be. Next time you may not be so lucky?

haakuturi

241 posts

Master Geek

Trusted

#393422 19-Oct-2010 06:43

Thanks for that Cam, I'll certainly pass the good news on! :)

andrewcnz

961 posts

Ultimate Geek

#393425 19-Oct-2010 06:51

The odds of getting a good CSR at slingshot are about the same as winning Lotto!

gjm

808 posts

Ultimate Geek

#393449 19-Oct-2010 08:21

...which are about the same as getting killed by a donkey on the way home from work

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NZCrusader

646 posts

Ultimate Geek

#393846 20-Oct-2010 07:29

Yea I agree.

My story:

When I signed up to slingshot, I got an awesome guy that knew exactly what he was doing, did almost all the process in a min or two, but he couldnt sign me on due to the NZ post offices address confirmation system failing. ( not SS's fault )

He told me to call back later.

Rang a second time and got some woman who was trying to tell me awhole different story to the first guy, and that ild have to have to be "disconnected" and would have to have a whole new connection with a fee, instead of being able to just be switched.

I was thinking " wtf are you smoking ? ". I just said. " Um... ill just ring later ok..." * hangs up *

Rang a 3rd time, got an indian accent speaking guy, he kept on misspelling & mispronouncing the names & detail I was giving him. He then didn't put in my previous ISPs detail in correctly to be switched over, and put Telecom NZ instead of Worldnet, even though I said WORLD NET for broadband and telecom for phone 50x. Which means that we had to pay for ANOTHER months fee with worldnet..

His mistake also annoyed the technicians as they found out they couldnt switch us over because we had no broadband with Telecom and confused everyone, not to mention that we had to wait an extra few days to be connected.

Rang a 4th time. A different, actually knowledgeable guy told me what had happened. Said the other guy put in the details wrong and confused the technicians. He got the correct ones off me, got us connected 3 days later.

In the end, got connected which was good and I just rang worldnet to cancel myself.
Wish I had got down the first guys name so I could ask for him again.

Suggestion to SS.
-Employ people who speak & write in english please. This country is not india or china w.e
-Employ people who understand how the connecting process works. Maybe a Cisco certificate would help too.
-Your broadband is fine, SS has good pricing, just work on the helpdesk.

*not being negative, this is a true event(s) that happened.

ScottStevensNZ

245 posts

Master Geek

#393860 20-Oct-2010 09:01

gjm: ...which are about the same as getting killed by a donkey on the way home from work

Never ever trust a donkey...

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raytaylor

4017 posts

Uber Geek

Trusted

#394080 20-Oct-2010 17:47

I think you have more of a chance of being killed by the donkey, 1 minute after being told out you are holding a powerball winning lotto ticket, on the same day your mother died.

Unfortunatly with the high percentage of the population in auckland that dont speak english as a first language, it makes it harder to find good CSR's.

As I found, most dont understand how to copy and paste when instructed to connect a line to the house next door. exact same details, except house is 175A not B. Just too hard for some of them.

Ray Taylor

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isphell

63 posts

Master Geek

#401188 6-Nov-2010 17:12

Nice thought there but what this person really needs is a job offer from another company. Slingshot are not going to appreciate what this guy has to offer and the guy will soon become demoralized working for a company that does not have the same standards as he does.

valtam

396 posts

Ultimate Geek

#402338 9-Nov-2010 20:50

Encouraging to see this kind of feedback, not many people take the time to type up such feedback, some people will happily take the time to gripe and winge as opposed to threads of this nature. Give that CSR a raise!

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Ragnor

8223 posts

Uber Geek

Trusted

#403111 10-Nov-2010 21:48

If he's competent he's probably already moved on to higher level support or a better role.

1st level hell help desk is lowly paid and high turnover of staff.

/reality

tardtasticx

3075 posts

Uber Geek

#403160 10-Nov-2010 23:07

I love it when that happens, you get loads of crap CSRs then one comes along to kind of make you feel happy (I think proud would be a bit to excessive) about being their customer. Has happened once or twice with Telecom for me, nearly every time with Orcon. :D