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  1. #1
    J C
    Guest
    As part of my college course i am studying customer care. There are
    around 20 people in my class and we have been discussing examples of
    bad customer care. O2 were mentioned by a few people for their bad
    customer service regarding their contract phones.

    One girl in my class when wanting to cancel her contract was told that
    she had signed up to an 18 month contract when it was only supposed to
    be a 12 monthe contract. Others found staff to be rude and
    unhelpfull!!

    Anyway suppose to be that the average person who has a bad service
    experience tells at least nine others about it, and people who have a
    good experience only tell 3 or four others.




    See More: 02 CUSTOMER SERVICE




  2. #2
    Pongo Potts
    Guest

    Re: 02 CUSTOMER SERVICE


    "J C" <[email protected]> wrote in message
    news:[email protected]
    > As part of my college course i am studying customer care. There are
    > around 20 people in my class and we have been discussing examples of
    > bad customer care. O2 were mentioned by a few people for their bad
    > customer service regarding their contract phones.
    >
    > One girl in my class when wanting to cancel her contract was told that
    > she had signed up to an 18 month contract when it was only supposed to
    > be a 12 monthe contract. Others found staff to be rude and
    > unhelpfull!!
    >
    > Anyway suppose to be that the average person who has a bad service
    > experience tells at least nine others about it, and people who have a
    > good experience only tell 3 or four others.
    >


    not sure if this counts as yet another 1,000,000.............





  3. #3
    Graham
    Guest

    Re: 02 CUSTOMER SERVICE


    "Pongo Potts" <[email protected]> wrote in message
    news:[email protected]
    >
    > "J C" <[email protected]> wrote in message
    > news:[email protected]
    >> As part of my college course i am studying customer care. There are
    >> around 20 people in my class and we have been discussing examples of
    >> bad customer care. O2 were mentioned by a few people for their bad
    >> customer service regarding their contract phones.
    >>
    >> One girl in my class when wanting to cancel her contract was told that
    >> she had signed up to an 18 month contract when it was only supposed to
    >> be a 12 monthe contract. Others found staff to be rude and
    >> unhelpfull!!
    >>
    >> Anyway suppose to be that the average person who has a bad service
    >> experience tells at least nine others about it, and people who have a
    >> good experience only tell 3 or four others.
    >>

    >
    > not sure if this counts as yet another 1,000,000.............


    1,000,000 is half the daily circulation of the Daily Mail.
    I suppose that would make us all celebrities (?)

    --
    Graham.
    %Profound_observation%





  4. #4
    Lofty
    Guest

    Re: 02 CUSTOMER SERVICE


    "J C" <[email protected]> wrote in message
    news:[email protected]
    > As part of my college course i am studying customer care. There are
    > around 20 people in my class and we have been discussing examples of
    > bad customer care. O2 were mentioned by a few people for their bad
    > customer service regarding their contract phones.
    >
    > One girl in my class when wanting to cancel her contract was told that
    > she had signed up to an 18 month contract when it was only supposed to
    > be a 12 monthe contract. Others found staff to be rude and
    > unhelpfull!!
    >
    > Anyway suppose to be that the average person who has a bad service
    > experience tells at least nine others about it, and people who have a
    > good experience only tell 3 or four others.
    >


    I recently upgraded my phone on O2 to an imode phone, and had a few
    questions about how the system worked, and had to order a 3G Sim card for
    the phone, and the people who answered my calls were always very helpful and
    got the job done without any fuss.

    In fact when I could not get a 3G connection on the new phone, I went into
    an O2 shop and they just said it was down to coverage and didn't really seem
    to care much. They didn't think to ask if I had a 3G compatible SIM card
    (which I didn't).
    When I phoned their helpline, they went straight to the root of the problem,
    and the new SIM card was in the post the next day

    So that's one vote in their favour - so far ;-)





  5. #5
    Colin Wilson
    Guest

    Re: 02 CUSTOMER SERVICE

    > One girl in my class when wanting to cancel her contract was told that
    > she had signed up to an 18 month contract when it was only supposed to
    > be a 12 monthe contract.


    Lesson #1: READ THE CONTRACT

    This will likely work out to be one of the *least* expensive, yet most
    useful things she will ever learn.

    > Others found staff to be rude and unhelpfull!!


    While some people are genuinely hopeless at their job (and this is in
    every field of life) others will be very good.

    Good staff can resort to "hopeless" when facing an abusive customer.

    Really good staff let it ride over their heads and sort their problem
    out regardless where possible.

    Ask yourself - you're on minimum wage in a call centre - long hours,
    pressurised into making sales, crap environment, and you have someone
    being generally obnoxious on the phone - would you care ?



  6. #6
    Pete
    Guest

    Re: 02 CUSTOMER SERVICE



    I have just started an O2 contract after leaving Vodafone and was quite
    suprised with how helpful O2 were. After being lied to by Vodafone and
    passed from pillar to post throughout most of my 18 months with them here
    are my initial observations.

    1. O2 seem to answer the phone a lot more quickly
    2. The menu options seem to put you through to the correct department with
    ease
    3. The person on the other end seemed to be most courteous and answered my
    3 questions with accuracy and even checking that I had understood what had
    been said to me.

    Well Done O2 ..Good bloody riddance Vodafone





  7. #7
    Len
    Guest

    Re: 02 CUSTOMER SERVICE


    "J C" <[email protected]> wrote in message
    news:[email protected]
    > As part of my college course i am studying customer care. There are
    > around 20 people in my class and we have been discussing examples of
    > bad customer care. O2 were mentioned by a few people for their bad
    > customer service regarding their contract phones.
    >
    > One girl in my class when wanting to cancel her contract was told that
    > she had signed up to an 18 month contract when it was only supposed to
    > be a 12 monthe contract. Others found staff to be rude and
    > unhelpfull!!
    >
    > Anyway suppose to be that the average person who has a bad service
    > experience tells at least nine others about it, and people who have a
    > good experience only tell 3 or four others.
    >

    Have you also looked at what the customer wanted and the way they spoke to
    the company?
    That might be quite revealing and could explain why they claim the advisor
    was rude!
    Ask o2 for tapes of how rude customers can be, that's the ones who are not
    drunk, drugged or common scallies who are on the dole.
    Often people don't read what they are agreeing to and get annoyed when it is
    pointed out!

    Look from the company side.





  8. #8
    Lofty
    Guest

    Re: 02 CUSTOMER SERVICE

    "Pete" <[email protected]> wrote in message
    news:[email protected]
    >
    >
    > I have just started an O2 contract after leaving Vodafone and was quite
    > suprised with how helpful O2 were. After being lied to by Vodafone and
    > passed from pillar to post throughout most of my 18 months with them here
    > are my initial observations.
    >
    > 1. O2 seem to answer the phone a lot more quickly
    > 2. The menu options seem to put you through to the correct department
    > with ease
    > 3. The person on the other end seemed to be most courteous and answered
    > my 3 questions with accuracy and even checking that I had understood what
    > had been said to me.
    >
    > Well Done O2 ..Good bloody riddance Vodafone


    I have 48 phones on contract at work. We were with Orange for a year and
    apart from the poor coverage, getting through to their customer support
    (even as a business with over 40 handsets) was a nightmare.

    In December I switched them all over to O2, mainly for their better
    coverage.

    I have had no problems dealing with their business customer support. When I
    need to add a new handset to the contract (I have added 4 since December),
    they have all been up and running within a few days.
    My local independent mobile shop supply the hardware and say they have a
    much better time getting sense out of O2 than any of the other networks -
    and they deal with them all.

    They say '3' are the worst, as they have foreign call centres. But that's
    just hearsay, as was the OP comments.





  9. #9
    R. Mark Clayton
    Guest

    Re: 02 CUSTOMER SERVICE


    "J C" <[email protected]> wrote in message
    news:[email protected]
    > As part of my college course i am studying customer care. There are
    > around 20 people in my class and we have been discussing examples of
    > bad customer care. O2 were mentioned by a few people for their bad
    > customer service regarding their contract phones.
    >
    > One girl in my class when wanting to cancel her contract was told that
    > she had signed up to an 18 month contract when it was only supposed to
    > be a 12 monthe contract. Others found staff to be rude and
    > unhelpfull!!
    >
    > Anyway suppose to be that the average person who has a bad service
    > experience tells at least nine others about it, and people who have a
    > good experience only tell 3 or four others.
    >


    Yes implicit evidence for this is that when mobile phones started Vodafone
    slightly outsold BTC Cellnet due to more aggressive promotion, despite [two
    major] technical advantages of the latter.

    In the early nineties Orange and Mercury (1 2 1) joined the fray.

    Since then BTC (now O2) market position has declined from close second to
    distant third. IMO this is mostly due to their standards of customer
    service, billing accuracy and willingness* to honour agreements they had
    entered into becoming well known.

    Voda and Orange still vigorously promote their brands including Voda
    sponsoring Manchester United until recently.

    BTC changed their name to O2. This drastic step after zillions spent on
    promotion and brand awareness is usually only taken after a brand name
    becomes so tainted that it seen as a liability rather than an asset.





    PS How long before '3' change their name?



    * oh to renege now the deal is done.





  10. #10
    Beck
    Guest

    Re: 02 CUSTOMER SERVICE


    "Pete" <[email protected]> wrote in message
    news:[email protected]
    >
    >
    > I have just started an O2 contract after leaving Vodafone and was quite
    > suprised with how helpful O2 were. After being lied to by Vodafone and
    > passed from pillar to post throughout most of my 18 months with them here
    > are my initial observations.
    >
    > 1. O2 seem to answer the phone a lot more quickly
    > 2. The menu options seem to put you through to the correct department
    > with ease
    > 3. The person on the other end seemed to be most courteous and answered
    > my 3 questions with accuracy and even checking that I had understood what
    > had been said to me.
    >
    > Well Done O2 ..Good bloody riddance Vodafone


    I have to agree. I only started my O2 contract last wednesday and within
    the day I had reason to call them. My package per month is 35 and my
    online bill was showing 36 something. I called them up and they were
    responsive quickly. The lady was polite and explained because it was the
    first bill it also included a part month of one day because of the billing
    dates. Things shoudl be back to normal next month.

    Of course I cannot base good customer service on only one call, but so far I
    am happy.




  11. #11
    Brian A
    Guest

    Re: 02 CUSTOMER SERVICE

    On Mon, 16 Apr 2007 00:50:51 +0100, "R. Mark Clayton"
    <[email protected]> wrote:

    >
    >"J C" <[email protected]> wrote in message
    >news:[email protected]
    >> As part of my college course i am studying customer care. There are
    >> around 20 people in my class and we have been discussing examples of
    >> bad customer care. O2 were mentioned by a few people for their bad
    >> customer service regarding their contract phones.
    >>
    >> One girl in my class when wanting to cancel her contract was told that
    >> she had signed up to an 18 month contract when it was only supposed to
    >> be a 12 monthe contract. Others found staff to be rude and
    >> unhelpfull!!
    >>
    >> Anyway suppose to be that the average person who has a bad service
    >> experience tells at least nine others about it, and people who have a
    >> good experience only tell 3 or four others.
    >>

    >
    >Yes implicit evidence for this is that when mobile phones started Vodafone
    >slightly outsold BTC Cellnet due to more aggressive promotion, despite [two
    >major] technical advantages of the latter.
    >
    >In the early nineties Orange and Mercury (1 2 1) joined the fray.
    >
    >Since then BTC (now O2) market position has declined from close second to
    >distant third. IMO this is mostly due to their standards of customer
    >service, billing accuracy and willingness* to honour agreements they had
    >entered into becoming well known.
    >
    >Voda and Orange still vigorously promote their brands including Voda
    >sponsoring Manchester United until recently.
    >
    >BTC changed their name to O2. This drastic step after zillions spent on
    >promotion and brand awareness is usually only taken after a brand name
    >becomes so tainted that it seen as a liability rather than an asset.
    >
    >PS How long before '3' change their name?


    >* oh to renege now the deal is done.

    When I called O2 CS last the announcment was 'UK based customer
    service.' To anyone who has been stressed, after a call, which has
    been routed to a foreign call centre, that, in itself, is an asset.

    Remove 'no_spam_' from email address.



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