Did You see “Phone Rage” last week on Channel 4?
I watched with great interest the programme on Channel Four last week about Call centres under the title “Phone Rage”.
Like everyone, I have experienced some of the frustration of the customers they interviewed who were going round and round in circles with a problem that never seemed to be resolved. Whenever this happens now,I leave the call centre path and seek out the real decision-makers or management who have some real power to do something about my problem. I will never forget when my mother was having a unresolved problem with her phone line, she could not hear the person on the other end of the phone, they were too faint! After endless phone calls to the call centre, several visits by an engineer nothing was done. This went on for the best part of three months! I put a call into the Managing director of Customer Service, the problem was sorted in 4hrs! Just shows just like selling always go to the decision-maker!!
