atw: Re: Be aware of the new-look mobile Telstra bill

>
> There are rules they have to follow with
> angry
> customers - namely fix the problem asap.
>

There are rules with Telco call centres with dealing with angry customers.
The number 1 rule is to calm them down. The angrier you are, the harder you
are to deal with. Why take it out on the poor person at the end of the
phone? Fixing the problem ASAP is the rule for all customers who have an
issue.
2008/12/18 Rafael Manory <rafi@xxxxxxxxxx>

> I have recently solved a problem with Optus, but only after I contacted the
> Ombudsman Office. The site is http://tio.com.au and complains can be
> lodged
> either on-line or on the phone. Once a complant is lodged they give you a
> special number to call the phone company and these guys have the authority
> to actually solve problems: after arguing with the regular customer service
> at Optus for a few weeks, the problem was solved in 10 minutes after I
> called the tio office.
>
> Rafi
>
> ----- Original Message ----- From: "Jasmine Andrews" <
> jasminethetrainer@xxxxxxxxx>
> To: <austechwriter@xxxxxxxxxxxxx>
> Sent: Thursday, December 18, 2008 11:09 AM
> Subject: atw: Re: Be aware of the new-look mobile Telstra bill
>
>
> You can avoid agression on the phone with Telstra, but you MUST directly
>> ask
>> to make a complaint.
>>
>> I spent 9 months battling Telstra re regular overcharging that added up to
>> many hundreds of dollars. I called twice or more every month to
>> complain/follow up but these calls were not recorded as complaints. I had
>> even spoken to every team leader and manager around to try to resolve the
>> issue. Apparently, saying that you wish to complain is not the same as
>> asking to be put through to the complaints team.
>> Jasmine
>> 2008/12/18 Warren Lewington <wjlewington@xxxxxxxxxxx>
>>
>> Trick with dealing with Telstra. Be angry with the call centre staff
>>> member
>>> from the moment they answer. There are rules they have to follow with
>>> angry
>>> customers - namely fix the problem asap. Unfortunately, and PERVERSELY;
>>> it
>>> works...
>>>
>>> Regards;
>>> Warren
>>>
>>
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