Sky Customer Service Review
The following article is written by Iqbal, M (N/A) Do you care about your customers? Suzanne from Sky does and that I why I love her! The Customer Blog. Visited 17.04.2013.
The woman in question talks about her on-going and constantly changing relationship with the Sky Customer Services department due to both excellent and poor customer service she has received. This goes to show the importance of customer satisfaction. A single complaint has now made it to the internet and broadcast to millions of people, which can be extremely detrimental to the company image.
BSkyB is the dominant pay TV company in the UK and is more commonly known simply as Sky. Over the recent years Sky has expanded into broadband and fixed line telephony; to use the broadband service you have to get your router from Sky.
Back in December 2009 I signed-up for the triple play (TV, broadband, telephony) with Sky on the basis that this would make my life easier. After a promising start things went downhill fast and I wrote about that in this post: “How to convert an advocate into a detractor – a personal experience”
By December 2010 I had a much kinder, more understanding, perspective on my Sky experience and I wrote about it in the following post: “The value of transparency or why I am no longer mad at BSkyB” As a result of this change in attitude, pressure from my children and an attractive retention offer from Sky I decided to continue to be a customer. And everything was going well until Tuesday 6th April when my broadband router stopped working.
I contact Sky Customer Services and find my competence being questioned
On Tuesday morning I found that I did not have access to the Internet so I went to check the router. I found that the on/off switch had developed a fault: it only worked if I kept it pushed in with my finger. So I decided to phone Sky Customer Services to get a replacement router.
Once I found the Customer Service number (no easy task as none of the statements have a contact number on them) and navigated through the IVR, I was greeted by a friendly female voice. I explained the problem with the existing router and asked for a replacement.
To my surprise the CSA asked if I was sure that the on/off switch was not working. I found myself feeling offended and replied that I was 40+ years old, knew what I was doing and if I said that the on/off switch was faulty she could take my word for it. Why did I become offended? Because it occurred to me that the CSA was questioning my competence.
Company policy takes precedence over doing right by the customer and cultivating loyalty
Once we agreed that a new router was needed, the CSA told me that it would cost me £28. I questioned why I had to pay this cost given that I could cancel my broadband contract (as the twelve month period had already expired), sign-up as a new customer, pay the same monthly charge, and get the router free of charge.
The CSA’s response was that it was simply Sky policy to make existing customers pay for replacement routers. And that if I did cancel my contract and signed up as a new customer I would not get the router free of charge. No matter what I said the CSA did not budge: she simply insisted that it was company policy. When I asked about the rationale behind the policy, she did not explain. When I asked her to put me through to the Retentions team she told me that she did not know if one existed. In the end, I agreed to pay the £28 as I felt I had no choice.
Word of mouth is one of the most powerful marketing tools. With the introduction of the internet, social media and other networking or blogging sites, word of mouth is amplified and any stakeholder can become dangerous given the correct platform and drive. Articles like this could also inspire other disgruntled customers and spare them on to write an article of their own.
The customer is always right and retention is more important than acquisition. With high emotion, customers can go one of two ways; leave or stay. If you find a solution to their problem, they are even more susceptible to cross selling than normal because they feel you have assisted in helping them, therefore possibly reversing their initial attitude towards the company.
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