What’s happened to customer service?

Free broadband. Sounds good, doesn’t it? After a series of bad experiences with broadband over the past few years, I decided to go with TalkTalk. It meant leaving BT, perhaps the worst customer service I’ve ever experienced and just having to pay for the line rental and the calls we make.

Since then I’ve had a pretty appalling experience whenever I’ve had to contact them, which is at least once a month. Direct Debits haven’t been taken when they should have, it took them two weeks to respond to a technical query and every time I speak to them on the phone, I get so frustrated that I want to shout like a madman at the ‘customer service representative on the other end of the phone.

The actual service we’re receiving is fine. It’s quite fast, somewhat reliable and for £10ish a month it’s something I can’t fault. I’m just beginning to wonder how companies can get away with treating their customers like dirt, when without them they would be out of business.

Today sees the launch of their new ‘boost’ options. Up to 24mbps, double the download allowance and a couple of others for £4 on top each month. So far I’ve not been able to find out where to add these features on, but if they work, I’m sure they’ll be more than worth it.

It’s interesting to see whether companies will look to improve their service in the future, especially seeing as they might be getting more and more desperate for business in the near future.

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