People Skills

[Hogrod]

Good Morning All.

I was on the phone to Iburst this morning, asking why I've not been debited yet for 2 months, (I called back again after not being called back as promised).
Anyway I could hear a one sided conversation between a customer on the phone and the customer rep. It seems they forgot to put me on hold so for a cool 10 seconds I could hear Iburst and their people skills.

In a loud voice.
"IT IS NOT MY COMPANY, ITS NOT......" That's all I got before being switched to the hold music. Anyway point is why on earth are customer reps talking to customers like this? I understand they are getting frustrated with frustrated customers but really its not right to be a representative of the company and shouting at customers over the phone.

Anyway I found it quite entertaining, even though I don't know what on earth it was about, but i was on hold in the Accounts Departments. That by itself probably explains the angry caller!

 

[swordfish1]

yes iBurst service is pathetic, they managed to mess up my account too in the two months I was with them ... nothing new really

 

[kingrob]

The funny thing is, your 1st line support (helpdesk) staff create the perception that you'll always have about a company.

Most companies management do not see the need to train their helpdesk staff properly, pay them paltry salaries (you pay peanuts, you get monkey - very popular saying amongst IT contractors in the UK) before unleashing them on the public.

They just don't get it.

 

[Ekhaatvensters]

Well I phoned Iburst this morning and got a very helpful guy who knew exactly what he was talking about.

As soon as he could hear that I knew my stuff too he got just as technical as he needed too. Didnt try to walk me through things like a idiot or anything. I thought it was great. Im used to being treated like a idiot, which isnt always their fault as they read most of there commands off a piece of paper and dont know how much you know. But this was great service, got me sorted in a few minutes and very camly obviously.

But maby accounts are just a worse deparment.

 

[native]

Happy staff
Happy subscribers

 

[kingrob]

Very true, native, and something that's very difficult to find nowadays!

 

[JTech]

As for the debit order.. mine was done late... only yesterdays... my debit order is supposed to be done on the 1st of the month NOT the 6th!!!!

 

[Ekhaatvensters]

haha yah the debit orders suck.. but that hardly matters, who wants to pay for the service. An you gotta pay anyway. but it makes for hard budgeting and all that stuff i know.

 

[MrH]

As for the debit order.. mine was done late... only yesterdays... my debit order is supposed to be done on the 1st of the month NOT the 6th!!!!

The same happened to me this month and I was debited on the 6th instead of the 1st, but last month it was debited on the 20th so there seems to be no system that they work to.

 

[nocilah]

i kind of plan iburst anywhere between the 1st and 10th of each month making sure i always have that money that can debited. But i will be honest Sentech was the same.

The problem with Sentech and Iburst is they were pretty much big companies with 3 - 4 HUGE clients and all of a sudden they had loads of subscribers to deal with.

I will say that Iburst has certainly made steps in improvement then the opposite. However i would still like to see Kyalami Tower improving in speed.