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Survey Says - Your Staff needs customer service training
9:10 am and we can't connect to get email again. This time, the webmail fails and so does using POP (i.e. using your normal email client like Outlook Express)
9:15 am I've tried a number of different things to ascertain, make sure that it is a problem with connecting to TCC's email server and not something else on my machine.
9:17 am We call TCC and get a good receptionist who gets me through to a human in their Internet Service (and that's a tough job since I've been in that office and have heard the phone ringing like it was going to break off)
TCC Rep: "Va'a Internet"
<<note no name mentioned, ownership of the customer or any other generally held good customer service answering technique>>
Me: Hi, I can't seem to connect to your email service either through my email client or through your website. Can you tell me if there is a problem?
TCC Rep: Wait. "Tali mai"
<<pause>>
TCC Rep: Try back in 10 minutes.
Me: Thank you.
Visit bTonga
There's a customer service workshop hapenning in town at the moment and if there was serious competition for dialup internet services then I'm sure a few people would have to go on the course, but as it is they can offer crappy customer service while making money. Obviously the poll they have on their www.tcc.to website is no real indicator (only 14 responses in the above example) and there's a few problems with the 'poll'ing module for Joomla! anyway.
What could they have done better?
Well, it would have been nice for him (yes it was a him) to acknowledge his customer, acknowledge a temporary problem, acknowledge that the server has been restarted, and acknowledge that without the customer reporting the problem more customers will have suffered.
What was the problem?
It seems that the email/webmail server may have freezed, failed, because it was not responding to 'ping', not responding to 'pop', and obviously the webserver was not responding.
The solution?
It seems that the technician on the telephone restarted the machine.
What value will TCC use for the Polls/Surveys they have online ?
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Your Best TCC Connection ? Tonfon !!!
March 23, 2006 02:34 PM
Phoneline Connection to TCC. Doesn't Work.We don't want to go over how you are dealt with when connecting your telephone so you can talk with TCC internet staff. The solution is a workaround, which again there is no admittance of fault and that you will have just wasted a day for a non-technical customer.
- Telephone Connects computer to TCC
- Computer can't get email
- Retry
- Telephone Connects computer to TCC
- No Internet Connection
- No connection to http://www.kalianet.to
- No connection to http://www.tcc.to
Modify the Dialup Settings to specify the DNS Settings.
The TCC Solution? Manually change the settings for the Dialup connection. And because we're using the phone line we're talking on for dialup internet, we have to cancel the telephone call and try everything out. Just so we don't forget, as of this date, the DNS Setting should not be the Automatically Allocated, but manually set to:- Primary : 209.58.72.120
- Secondary : 199.202.55.2
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