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

*"Fixing the problem ASAP is the rule for all customers who have an issue."
*

Err, maybe in a parallel universe, far, far away, but never ever if it's a
telco or an ISP.

I'm sure we could add estate agents, taxi drivers, blah, blah ....

Caz



On Thu, Dec 18, 2008 at 2:54 PM, Tess van Stellingwerff
<tessvans@xxxxxxxxx>wrote:

> 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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>
>


-- 
Carolyn Hart

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