[marky27]

OK, the Sky Customer service team seem to get quite a hammering on this forum so i thought i'd stick up for them.

Sure, you get put on hold for a while if you call at a peak time but thats understandable, Sky have over 5m subscribers and imagine all the calls they receive, eg, pointless calls from timewasters who have nothing better to do than phone up asking when they are going to get the personal planner. If i worked for Sky i would give out a different excuse everytime someone asked just to annoy them because i would be spitting blood otherwise.

Imagine how the people must feel when through no fault of their own, are greeted with an arrogant customer shouting demands at them and been generally nasty to them, i know what it feels like because i work at a national supermarket which will go un-named, and believe me you get some arse holes who you just wanna punch.

All in all, they do a cracking job and sure, you might get through to the odd rude person but thats probably because they are sick of people phoning about the planner, the majority of times you get through to a nice person who is always more than happy to help you out. Just take the other day, i phoned them up because my viewing card buggered and they said they were sending one out to me, it didnt arrive so i rang them again but without asking, the woman offered me a week and a halfs viewing costs to be re-credited to my account, i would give Sky 10 out of 10 for their call center staff.

But thats just my opinion, what do you think? :-) :-)

[hammo]

ive never read so much rubbish as the starting letter to this thread.we pay our subscription to sky and in reply we should get the service to match.At the moment the service we are getting from sky is not even satisfactory all because Sky's poor information about the personal planner.Anyway marky why are we wasting time by ringing up sky and asking for what we pay for??if Sky were honest and honourable they wouldnt have got themselves into this problem,and anyway all the threads on this forum about the personal planner have proven my point.so marky wake up and come into the real world them who are waiting for the personal planner have cause to complain as if they defaulted on their subscription Sky would cut them off in no time,anyway when ive rang sky they havent offered me anything for having no personal planner,it justs cost me a fortune in phone calls to get silly and stupid answers.why cant they be honest with us or is that too much to ask from sky when we all know who's at fault for this big cock up of all cock ups

[Nikhil]

What you both say is right, but i think that the call centre staff get too much stick when it is really the incompetency of the sky technical staff who can never seem to get a new feature to launch on time. Sure they're using new technology and all BUT if something isn't ready for the mass market sky, don't release it. Is isn't fair that some people get it and others don't. Sure, if its a week or so delaying some users thats fine, but the planner is another example poor planning that has been done by sky, with it still being advertised.

Just think, the technology is changing very quickly, are SKY training their call centre staff appropriately, it's not their fault if they can't answer a question because they haven't been trained properly!! Working in a telephone centre is also very hard work and the conditions aren't the best so be easy on them :-)

[irishbyte]

I also think that the Sky Services agents are OK. I ring them quite often and find them very friendly and down to earth. I've never came across any arrogant agents. When they're asked something and they don't know, it's not all their fault. Why do you think they don't know? Because they were never told by anyone, that's why. They can only tell you what they've been told by their supervisors or whoever teaches them.
In fairness their attitudes are considerably better than some of the cable companies (who also get paid for service) which includes NTL and Chorus in Ireland. Basically Sky are the best of a bad lot!

WILL

[marky27]

Originally posted by hammo
Anyway marky why are we wasting time by ringing up sky and asking for what we pay for?? anyway when ive rang sky it cost me a fortune in phone calls to get silly and stupid answers

You seem to answer your own poorly thought of question here hammo. You say why are you wasting your time ringing sky and asking what you pay for? I think you answer it quite well by saying you get silly answers, dont you? But thats only because you are silly in the first place for being so sad as to ring sky just because you dont have the planner. Boo hoo

And Sky Call Centre people CAN only tell you what they have been told, so i think your point is invalid. I would like to call up and have you answer the phone becuase with your attitude i think i'd report you or hang up on you, i would like to see the advice you'd give out.

[Woody1]

I used to call Sky alot a few months ago as we have had 3 doddy boxes and getting anything to be done it terible. But the other day i was amazed at an answer i was given. It was Thursday morning and i was wonderng why the BB interactive was not on my system so i rand up to ask if there was a prblem with my box or it just was not avalible yet and she siad " what's wrong with your interactive is it OPEN? I said no Big Brother on E4 she said E4 interactive? yes i said its in the Sky customer magazine and on channel 999 she said in the magazine? yes i said. So she said let me go and ask my supervisor. She came back and said it will be working after the first eviction. (So it turned up the following day 2 days before eviction day.
I understand the advisors don't get told much about the sky system but surley they should read the magazine or even watch 999. I'm hoping to get a job with Telewests tec support and i hope we need to know abit more that Sky know.

[hammo]

marky do work for sky as both your threads show it sounds like you do!!!!!!!!!!!!!!!!!!! i just annoyed that sky arent telling the truth why most of us havent havent got the personnal planner YET.Another thing when your channels play up dont ring SKY as you be as sad as me and remember that sky will know the right reasons why there is so much confusion about the planner but they wont tell us!!!!!!!!!!!!!!!!!!

[marky27]

No i dont work for Sky but i wouldnt mind. i know that it can be very annoying when you get rude customers. I just think they should be given more praise because they do try their best and are always cheery and happy to help you out.;-)

[marky27]

Ps, sorry if i was a bastard before.

[Woody1]

Originally posted by marky27
No i dont work for Sky but i wouldnt mind. I work at Asda so i know that it can be very annoying when you get rude customers. I just think they should be given more praise because they do try their best and are always cheery and happy to help you out.;-)

No I'm sorry i do not agree with that, They do not do there job correctly QUOTE 'We'll ring u back in a hour to arange a service call' 6 hours latter no call. Also i have had one member of staff sound snappy because i have a problem, like i was in the wrong for calling up. It mostly seems to be the women in the Sky tec call center which are usless. (Before u reply i'm not sexist).

[hammo]

Apologies accepted marky its just when you read on here about the personnal planner it makes me mad as ive paid my subscription up to date and should get the service we paid for

[killie1]

Of course people are going to phone up to find out why they dont have the planner.

We pay the same money as other subscribers, yet now we are getting less of a service, also with the planner being shown on channels 998,999 and also advertised on normal SKY channels, as well as the press release saying that evey box now has it, of course people are going to want to know why they dont have it.
Now I think of it even some people who don't subscribe to Sky have the update. I dont think that is too fair.

Fair enough it is not the fault of SKY's CSA's, but it is a fault of SKY's so people are going to call.

They do have a lot of rude CSA's though who I think should be weeded out and fired as if your going to deal with the public then you must have a friendly personality even when you may b e having a bad day yourself.
I'd say that out of all the CSA's at Sky that I have spoken too about 80% were good and 20% need to take some happy pills.

[marky27]

Ok mate, glad you accept the apology, and you aint sad! LOL

[hammo]

marky killie agrees with me so there must be a big problem with SKY'S CSA'S

[Faust]

Marky27 As a manager heavily involved in customer service, all I would say is that I am relieved you do not work for our organisation if you often feel like punching your customers. If you feel this way, then it is obvious that Wal-Mart are not putting enough resources into customer training skills and stress mangement. The others are correct in their assumption that the service should be first class. If you equip people with the correct skills to do their job properly, plus the right amount of renumeration, then all services, from whatever area of business should be first class. You yourself should not be satisfied with anything less.

[marky27]

Marky27 As a manager heavily involved in customer service, all I would say is that I am relieved you do not work for our organisation if you often feel like punching your customers. If you feel this way, then it is obvious that Wal-Mart are not putting enough resources into customer training skills and stress mangement. The others are correct in their assumption that the service should be first class. If you equip people with the correct skills to do their job properly, plus the right amount of renumeration, then all services, from whatever area of business should be first class. You yourself should not be satisfied with anything less

I wouldnt actually punch anyone, it was just an exaggeration. Sorry if it was taken the wrong way. I should have said that i "get annoyed when customers think they are always right, when they aint."

They do offer good training but it all depends on the kinda day you're having really, and how much one person can take from customers, we aren't all able to put up with loads of shit, and we shouldnt have to either. You must be one hell of an awful manager to work for if you think that, because you can not honestly say you have never been annoyed by an arrogant customer.

[Faust]

Originally posted by marky27


You must be one hell of an awful manager to work for if you think that, because you can not honestly say you have never been annoyed by an arrogant customer.

Next time you are getting annoyed or stressed by an arrogant customer, just gaze at them and imagine them with no clothes on as they stand there ranting. It really does bring a rye smile to your face.:-)

[hammo]

i rang again today and the bloke i talked to didnt even know what a personal planner was he thought it was the 7 day planner.So ive decided that SKY'S Customer + technical helplines are totally **** poor so if ive no planner in seven days im cancelling my sky account and going to either itv digital or digital cable because id rather give my money to someone other than sky,because they are taking my money under false promises

[charlie741]

im cancelling my sky account and going to either itv digital or digital cable because id rather give my money to someone other than sky,because they are taking my money under false promises [/b][/quote]



although hammo your still be paying sky if you recieve any of the 'sky' channels through these other digital platforms because your subscription is payed to the other platform then thay pay sky for the channels that you require.
Also i think that compared to digital cable people get alot more channels for their money on sky digital- as currently in london on cable london your don't recieve any extra movie channels eg premier 2,3,4,& widescreen or moviemax 2,3,4,5

Next time you are getting annoyed or stressed by an arrogant customer, just gaze at them and imagine them with no clothes on as they stand there ranting. It really does bring a rye smile to your face

That would actually be quite amusing, might try that sometime!

...... this is marky27 by the way, just had a change, coz my old accounts email buggered!

[hammo]

charlie, our cable tv network is very similar to sky and we get all of sky's movie channels

[Bangers]

Originally posted by charlie741
although hammo your still be paying sky if you recieve any of the 'sky' channels through these other digital platforms because your subscription is payed to the other platform then thay pay sky for the channels that you require.

Even if you did get ONdigital, without any Sky channels, Sky get paid per subscriber by ONdigital for Sky One, so (for example), 1,100,000 may have ONdigital, but if only 500,000 had a Sky channel in their line-up, Sky would still be paid for the 1,100,000 subscribers. The cable companies (IIRC) work on the same basis as ONdigital, but also have to pay for Sky News.