Hello everyone and I would just like to say O2 has always been so helpful even thou my signal is giving me an issue they are trying to sort it out and have always called me up to check up on how my signal issue is getting on...I remember when I was with T-mobile it was a nightmare customer service on the phone where really horrible and they only cared and bout money..where O2 always have put customers first I don't know why people always say O2 is expensive and don't offer uimited data but they always have had a good customer service and there speed is better than rest of the networks I've tried to tell u guys the truth...I remember going into EE store and they called security on me because they had pissed me off so bad unhelpfully EE staff members and phone line ppl are really rude ...All I wanted was a sim card replaced that's all what they did was get a phone called customer service and I had forgot my password but I provided them with my address my date of birth and other security things that I know only and the EE customer service adviser was like sorry I can't help u ....I was like omg that's it I've had enough and started arguing with them and they still did not help me I ended up paying them like 145 for something I didn't use ....how dare ppl say O2 is not good in my life time I've used O2 for about 7 years they have always been very helpful ..... 
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The problem with the first call I made, my confidence had already gone in how he answered the call, like he wasn't really there and confused, however I always give the person the benefit of the doubt and always explain what I want, in this case no matter what I tried he just either didn't understand me or said I owe nothing which I clearly did.
The 2nd person did however understood what I was after, but then assumed I wanted to cancel my contract and got totally confused. Again I never mention cancelling my contract, just I wanted to pay of my phone plan. Lucky for me, he said he couldn't deal with the request and did put me through to some one who was superb. Her knowledge was excellent and we had a really good conversation, she listened, was clear and knew O2 inside and out.
She however believed that I wanted to cancel my contract as that's what she was informed of the warm transfer.
I work in a massive call Centre my self and looking after 2 departments, training is key and while some people do take longer than others to train, I also need to have confidence that they can speak to customers and to be able to understand their needs. I tell all the team, never assume anything and always put your self in the customers shoe. Treat them how you want them to be treated. I do Feedback and listen to calls as well so we can constantly improve on things.
One of my biggest bug bearers is, if you say you will call some one back, you call them back, good or bad.
The 2nd person did however understood what I was after, but then assumed I wanted to cancel my contract and got totally confused. Again I never mention cancelling my contract, just I wanted to pay of my phone plan. Lucky for me, he said he couldn't deal with the request and did put me through to some one who was superb. Her knowledge was excellent and we had a really good conversation, she listened, was clear and knew O2 inside and out.
She however believed that I wanted to cancel my contract as that's what she was informed of the warm transfer.
I work in a massive call Centre my self and looking after 2 departments, training is key and while some people do take longer than others to train, I also need to have confidence that they can speak to customers and to be able to understand their needs. I tell all the team, never assume anything and always put your self in the customers shoe. Treat them how you want them to be treated. I do Feedback and listen to calls as well so we can constantly improve on things.
One of my biggest bug bearers is, if you say you will call some one back, you call them back, good or bad.
@darrengf wrote:
The problem with the first call I made, my confidence had already gone in how he answered the call, like he wasn't really there and confused, however I always give the person the benefit of the doubt and always explain what I want, in this case no matter what I tried he just either didn't understand me or said I owe nothing which I clearly did.
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Once I've lost confidence I just hang up as well, I've done it umpteen amounts on with Talk Talk. If they admit they don't know then fair enough, I appreciate the honesty and stick with them, but then you get some who clearly don't have a clue and they're too scared to admit it. I've had them make up all sorts just to hope you accept it and get off a call. Must admit, I mentally score calls on what I expect when I talk to a company 
