Some tips from someone working in a call centre.

I’m not actually allowed to say if this is from CPW staff. (Thanks CPW Legal team!) However, it has some good advice.

1) *Always be polite and friendly.* I’m sure most of the time this is
the last thing you want to do, but an advisor would much rather help a
nice customer.
2) *Clearly explain your problem.* Avoid saying things like “as you can
see from my previous emails…” as this only extends the amount of time
an advisor has to spend researching the problem, making some of them
less likely to give you a proper response. Ideally paragraph but avoid
any kind of HTML or formatting as the email system we use removes all of
this.
3) *Don’t bother asking for the email or letter to be passed to Charles
Dustone, etc.* It just won’t happen. And, even if it did, I doubt he’d
have any idea of how to deal with the issue.
4) *Always include DPA details if discussing account-sensitive
information.* DPA stands for the Data Protection Act, and we need to
complete this process in order to look into your account, so it’s best
to include your telephone number, address, account number and the bank
from which TalkTalk takes your Direct Debit in every bit of correspondence.

There’s some good info as well. Like there’s a phone pilot going on? Has anyone been called back by Talk Talk staff over the last few months?

Technorati Tags: , , , , ,

Powered by ScribeFire.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s