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132 posts

Master Geek


# 40819 4-Sep-2009 14:01
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New players in the game

What is their Cusomer Service like?

I have delt with both Vodafone and telecoms team and i was wondering how they compare?

Any stories?


Cheers

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  # 253318 4-Sep-2009 20:32
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No complaints here. Pretty quick and friendly.

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Ultimate Geek
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  # 253342 5-Sep-2009 06:16
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They have been really good the few times I have rung them.

 
 
 
 


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  # 253343 5-Sep-2009 06:52
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Really impressed.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

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Ultimate Geek

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  # 253470 6-Sep-2009 00:35
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I'm impressed. Would be cool to see a more interactive twitter account though.

ajw

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  # 253487 6-Sep-2009 08:54
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Rated by me as follows.

10/10 For good attitude. 10/10 for product knowledge.

Off topic, using 2 degrees own network coverage is excellent in Lower and Upper Hutt cities.



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Master Geek


  # 253488 6-Sep-2009 09:04
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well it seems they are pretty good on the old CS side of things.
i think that is really important its a big part of customer satisfaction.
Hope it stays up when they release more services

BDFL - Memuneh
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# 253502 6-Sep-2009 10:03
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antbs: I'm impressed. Would be cool to see a more interactive twitter account though.


What do you expect on Twitter? To have problems solved?Twitter is very bad for customer services. There's no tracking. No accountability. It's one person.

Not everyone uses Twitter. People will call them (and other operators) on the phone. That's where they have to put their efforts.

Forgive me for being blunt, but sometimes I see tweets and think "What a bunch of self-important people demanding attention all the time, trying to cut the queue. Go use the phone and get in the queue!".

This is what it looks like to some people. I read a tweet once from someone saying "If Telecom is not providing help desk on Twitter why are you here then?"

Obviously Twitter is not for help desk only. They may occasionaly help, but that's it. It's not their job to be help desk.

People have to get over it. Twitter doesn't mean preferential, faster service over the masses. I see it as a good way to measure where things are going wrong, and fix that. But not for individual actions.

Get in the queue I say.





 
 
 
 


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Master Geek


  # 253511 6-Sep-2009 10:45
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the customers service so far for me has being great , alot better than the other 2

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  # 253517 6-Sep-2009 11:29
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freitasm:
antbs: I'm impressed. Would be cool to see a more interactive twitter account though.


What do you expect on Twitter? To have problems solved?Twitter is very bad for customer services. There's no tracking. No accountability. It's one person.

Not everyone uses Twitter. People will call them (and other operators) on the phone. That's where they have to put their efforts.

Forgive me for being blunt, but sometimes I see tweets and think "What a bunch of self-important people demanding attention all the time, trying to cut the queue. Go use the phone and get in the queue!".

This is what it looks like to some people. I read a tweet once from someone saying "If Telecom is not providing help desk on Twitter why are you here then?"

Obviously Twitter is not for help desk only. They may occasionaly help, but that's it. It's not their job to be help desk.

People have to get over it. Twitter doesn't mean preferential, faster service over the masses. I see it as a good way to measure where things are going wrong, and fix that. But not for individual actions.

Get in the queue I say.


Oh, I agree with your point. Yeah I can see where it can be a huge pain for the guy on the Twitter account.

Look at Orcon's example though, the friendly approach and willingness to help sets them apart from the other crowds in my personal opinion. Even if it is just refering you to the helpdesk or giving you updates on new features and stability of the service. Duncan's approach at the @Orcon account is great, he takes around an hour out of his day to really help and interact with people, this was also a key reason for me to sign up with them.

While it shouldn't be an official support channel it does wonders to have a friendly and interactive face at the Twitter account. It shouldn't be all about a help desk but the interaction aspect I think is the key to success. I'm not saying @2degreesmobile doesn't interact with the twitterverse, all I'm saying is a more personal approach can't do any harm. For example most of their tweets are just @replies, telcos using Twitter should use it as more than a secondary helpdesk.

Just my 2c..

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  # 253522 6-Sep-2009 12:03
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antbs: Look at Orcon's example though, the friendly approach and willingness to help sets them apart from the other crowds in my personal opinion. Even if it is just refering you to the helpdesk or giving you updates on new features and stability of the service.


But you see? It's referring to the help desk. As Paul Brislen does.

But you know why? Because their help desk services fails miserably in most cases. If the service was good and problems were solved on the first call people wouldn't need to contact someone on Twitter to put them through to the help desk with a "priority distress call".





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Geek


  # 253802 7-Sep-2009 17:34
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I have had no bad experiences with 2degrees CSR's, IMOO I think they are the best, ring them, with a problem, they get it fixed as fast as they can, if they cannot fix it stage away they ring you to let you know what they have done and to see if there is any progress with anything your end.

They are awesome

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