After joining Talktalk this week where to start. The date for the switch fir phone and broadband was incorrect, leaving me with no service, and unable to do my job. Calling the contact centre an experience that I found shocking, I’ve worked in one, and in fact been in the CCI centre in Durban. Clearly the standards are no longer the same. The TV was being installed as agreed 3 days later.
what I found is every time I called no notes had been left, so you’d endlessly have to reexplain the reason for the call, be given promises of call backs that never came, and just a service that was frankly shameful. It took me a total of over 20 hours being on the phone, over several days. Repeating myself because you have a policy of leaving no notes, not listening and not managing contact well.
If a customer is having issues, you have a way to manage this, as to be clear 20 hours I’d suggest isn’t it. Even advising staff that this was already with a manager, and giving the reference and details made no difference. Get a traffic light system or something, As what you currently have is not just poor, but shambolic, and from my experience as of yet I wish I was still with Sky, as I’d rather be paying more that getting this bargain basement service.