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Good luck claiming your bank charges. We strongly suggest that you register under a UserID and not your own name |  | 
25th September 2007, 22:55
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#1 (permalink)
| | Basic Account Customer |  Powergen Contacts
as
Last edited by tr03bor; 23rd November 2007 at 01:26.
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30th September 2007, 14:15
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#7 (permalink)
| | Basic Account Customer | Re: Powergen Contacts
Quote:
Originally Posted by lindsay22  the managers will only pass the deatils to an adviser to deal with, so pointless really. | no, they will not, they will be delt with at first point of contact, that is powergens policy.  | |
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7th October 2007, 10:21
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#8 (permalink)
| | Classic Account Customer | Re: Powergen Contacts
Quote:
Originally Posted by tr03bor no, they will not, they will be delt with at first point of contact, that is powergens policy. | Sorry tr03bor, but these are passed on to an experienced agent to deal with and sort the mess out. This agent then passes the query back to the CSM once all remedial actions have taken place and then the CSM contacts the customer. CSM's might not have as much system/process knowledge as an experienced agent but they do make sure that what should have happened does happen.
I dealt with enough of these complaints in my time at powergen. What also happens is an analysis of the records is made to determine which agent originally failed to deal with the query in the first place and those agents who failed to escalate at second point of contact. It is a serious issue if a complaint is escalated to a CSM, and is treated as such. | |
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25th October 2007, 00:07
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#9 (permalink)
| | Basic Account Customer | Re: Powergen Contacts
Quote:
Originally Posted by installspark Sorry tr03bor, but these are passed on to an experienced agent to deal with and sort the mess out. This agent then passes the query back to the CSM once all remedial actions have taken place and then the CSM contacts the customer. CSM's might not have as much system/process knowledge as an experienced agent but they do make sure that what should have happened does happen.
I dealt with enough of these complaints in my time at powergen. What also happens is an analysis of the records is made to determine which agent originally failed to deal with the query in the first place and those agents who failed to escalate at second point of contact. It is a serious issue if a complaint is escalated to a CSM, and is treated as such. | that is not the process anymore.... | |
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