S has e-mailed in with a great list of tips. Have a look:
I though I’d write in with a few pointers regarding TalkTalk. Might help a few of you who are having trouble with us.
1. Don’t ever sign up via the agents who go round cold selling. They might talk about the fantastic broadband offer but they CANNOT sell it to you as they don’t have the broadband checker. Don’t trust a word that they say.
2. The broadband team training: what a joke. It amounts to about five hours in total. How can anyone with so little training be of any help to anybody.
3. When you write in do you ever get an explanation that just isn’t the right answer? Thats because the broadband team simply use the same 30 or so templates for pretty much everybody. Even if they know it’s the wrong answer they’l send it just to keep the targets up (Works out at 9 minutes an email and 18 minutes a letter).
4. Want an answer fast? Have a look at the help and support page on the website. If you write or phone in we’l just be using the very same page.
5. The 8 meg broadband has just been turned on: Total meltdown. They’ve only got about 1000 people on it and already they can’t cope. TalkTalk truly are the larder of all broadband packages.
8. When writing in there’s no point addressing a letter to Charles or anyone else. They all get answered by the same team no matter what.
9. Do be nice to the employee’s of TalkTalk. We really are working hard to help you all with many of us doing extra hours to help cope with the volume of correspondence where receiving at the mo. If somebody starts arguing I lose all interest in helping them.
10. When writing in keep it to the point. We receive too many letters and emails that are pages and pages talking about what’s happened but with no requests of what they actually want doing. Keep it short- What the problem is and what you want us to do for you.
11. Alot of customers are cancelling their Direct Debit’s to aparantly get our attention. Don’t. It causes far more problems than its worth trust me.
12. Always include your account number and telephone. If you don’t tell us who you are we can’t help you.
13. If you use your line for business use don’t even bother asking for compensation for business losses. You’l never get it. I had a guy asking for thousends as he didn’t have his broadband connection. All I can offer him is a tenner. Like a slap in the face.
14. There is a problem at the moment with the calls being dropped. It is meant to be getting fixed soon.
Thank you S! The bit about the training doesn’t surprise me. For as long as I’ve been aware of the inner workings of tech support, it’s been like that.
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