Shocked at Oz Customer service!
#1
BE Enthusiast
Thread Starter
Joined: Jun 2005
Posts: 389
Shocked at Oz Customer service!
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
#2
Account Closed
Joined: Mar 2006
Posts: 10,158
Re: Shocked at Oz Customer service!
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
#3
Re: Shocked at Oz Customer service!
wait till you have to deal with rental agents - that'll soon reset your opinions ;-)
#4
Re: Shocked at Oz Customer service!
[QUOTE=caleb2003;4266270]Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
QUOTE]
Odd, all the major banks usually have recorded menus to go through first. Which bank connects direct to consultants?
QUOTE]
Odd, all the major banks usually have recorded menus to go through first. Which bank connects direct to consultants?
#5
BE Forum Addict
Joined: Jul 2005
Posts: 1,808
Re: Shocked at Oz Customer service!
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
WW
#6
Account Closed
Joined: Nov 2003
Posts: 3,533
Re: Shocked at Oz Customer service!
Or wait until you need to complain about something, you'll soon see how courteous some folk are here
I've learned one thing here; always keep receipts for everything, get peoples names on the phone when you've talked to someone, and be prepared to wait...forever...to get anything official done! Then again, I do live in the 'Wait Awhile; state
I've learned one thing here; always keep receipts for everything, get peoples names on the phone when you've talked to someone, and be prepared to wait...forever...to get anything official done! Then again, I do live in the 'Wait Awhile; state
#7
Re: Shocked at Oz Customer service!
I have found the general levels of customer service shockingly bad. Especially telstra who took nearly 3 months to get me online, mainly waiting for the modem I spent forever on hold while they tried to sort it out.
Dealing with the rental agency is awful one broken promise after another all my problems were at the beginning setting things up etc.
All sorted now so life is wonderful again.
Dean
Dealing with the rental agency is awful one broken promise after another all my problems were at the beginning setting things up etc.
All sorted now so life is wonderful again.
Dean
#8
Re: Shocked at Oz Customer service!
I have found the general levels of customer service shockingly bad. Especially telstra who took nearly 3 months to get me online, mainly waiting for the modem I spent forever on hold while they tried to sort it out.
Dealing with the rental agency is awful one broken promise after another all my problems were at the beginning setting things up etc.
All sorted now so life is wonderful again.
Dean
Dealing with the rental agency is awful one broken promise after another all my problems were at the beginning setting things up etc.
All sorted now so life is wonderful again.
Dean
#9
BE Enthusiast
Thread Starter
Joined: Jun 2005
Posts: 389
Re: Shocked at Oz Customer service!
[QUOTE=The Bloke;4266317]
The bank is Westpac but I suppose it could have been their international number.
Thanks for the comments,
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
QUOTE]
Odd, all the major banks usually have recorded menus to go through first. Which bank connects direct to consultants?
QUOTE]
Odd, all the major banks usually have recorded menus to go through first. Which bank connects direct to consultants?
The bank is Westpac but I suppose it could have been their international number.
Thanks for the comments,
#10
Account Closed
Joined: Jul 2006
Posts: 14,188
Re: Shocked at Oz Customer service!
Funny how we get different impressions of companies. We had a 99.9% cock up rate from all the companies we dealt with. The only one to get it right first time, and I really do mean the ONLY one, was Telstra.
#11
Account Closed
Joined: Jul 2006
Posts: 2,199
Re: Shocked at Oz Customer service!
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
Then again some calls i make are OK, luck of the draw i guess.
#12
Re: Shocked at Oz Customer service!
Dean
#13
Re: Shocked at Oz Customer service!
Over the last few weeks we've had to ring agents, Banks and government offices in Aus for various things and we've been shocked that A: Every single call we got through to a human being first time (ie no IVR menus), B: The people all knew what they were doing and C: They were all polite, courteous and Friendly.
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
For instance my wife called the Pet import DAFF (or whatever they are called) in Oz and they were amazingly friendly and helpful, but she also had to call the British equivalent with a question on Export certificates and the girl on the end of the phone answered with ''What'' ''what do you want'' long pause then ''what'' again, absolutley no courtesy and downright miserable and thinking about it the majority of times this is what we nowadays get in UK with the rise of front end agents manning call centres who generally don't know anything about their jobs.
Just a simple observation based on a snapshot, whats been everyone elses general experience?
#15
Re: Shocked at Oz Customer service!
I agree totally!! People are quick to critasize and complain when things arnt going your way....try ringing British Gas or NTL....NO CHANCE - and when after half an hour of waiting for NTL they couldnt help so told me they needed to out me through to faults dept...who promptly cut me off!! VIRGIN BLUE! Totally different!! friendly person answered after two rings!! I asked her how come you dont have automated service and she said many companies work like theirs and that Australian people "wouldnt put up with it!!"