I have been a patient (new) Sky Stream customer for three months now, but events have proven to me that parts of Sky Stream TV’s customer service functionality process, may have been designed to fail.
I have been patient with the Sky stream puck issues, but after two weeks it is still a problem that has defeated multiple Customer Service and Technical Staff (CS &TS) agents alike.
The many CS & TS I have spoken to have not been incapable, in fact, it is quite the opposite for some.
Most notable in this regard are L**** from the 23rd-25th Sep and M*** from the 28th Sep. They were both excellent agents in my opinion. My issue was patiently listened-to, investigated in full, root cause diagnosed, and explained back to me in detail. They even provided supportive detail that was visible & verified on my Sky account web page. It cannot get much better than that from a CS / TS perspective, yet here I sit, two weeks later still having to use faulty Sky equipment.
If Sky’s key CS & TS staff do not have the power to enable a device to work that; the customer confirms via a recorded call that it has been delivered correctly, in addition to being able to see the very same device in use at home by me on their network viewer during the same call, then customer service cannot possibly be completed successfully by anyone from the CS/TS team.
In this regard, this process is therefore clearly set up to fail.
Why would you engage CS & TS agents with customers if they are unable to resolve technical issues in play?
Moreso, why send me a satisfaction survey on email when Sky knows full well the issue has not even been resolved?!!
If, as I have been led to believe, it is correct that Sky’s CS & TS agents are job-dependant upon a high score feedback on these surveys, then you perhaps need every satisfaction survey to start with “has your issue been resolved” and then simply escalate the issue above CS/TS if the answer is “no.”
If not, and survey feedback is still given to (in particular to L**** & M***) then you are setting them up to fail.
Evidence suggests it is not reasonable to try and point the finger at a DPD/Royal Mail delivery. Simply put, this process employed by Sky is clearly, rather like the puck I still have to use today, faulty.
I am a customer of many companies, we all are, but I would like to wish Sky the best of luck with retaining good CS & TS staff. It seems you may need it, given at times your Stream agents may have been set up to fail.
Alan
