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September 28, 2004
How to lose customers fast
Callers to the complaints were greeted by the abuse from someone using a north-eastern accent.
The message, littered with four letter words, ended with the claim: "We are not going to handle any of your complaints... leave us alone, get a life."
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And how would you receive this message? By calling the NTL complaints line, apparently, as reported here at the BBC.
According to NTL, a recorded phone message was altered by a disgruntled employee.
It's hardly good publicity for NTL, who were apparently named in September as "one of the UK's worst companies for customer service" by the Institute of Customer Service.
Bad employee morale? Bad publicity.
Posted by at September 28, 2004 02:51 PM
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