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My experience with Orange Customer Service |
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#1 |
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Forum Member
Join Date: Jul 2003
Location: UK
Posts: 2,794
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My experience with Orange Customer Service
Hi there
I've just had to phone Orange customer service, and have to say I was really surprised about how good they were....that surprised that I felt I needed to tell everybody! Basically, when I brought my contract (Samsung Z500) from the Orange website there was a promotion on where I would get a free football shirt from KitBag.com. I've not heard anything for a long time from them, so I decided to phone 150 up today and ask them what was going on. The first lady I got through to said I was in the wrong department, but to save me re-dialling she would just transfer me to the relevant department straight away. This makes a change from messing about being passed from one place to another without knowing where you're going! I got transferred to a second lady in Telesales, and she was fantastic! Not only did she sort my free shirt out for me, she made conversation about both our hate for the sport (the shirt is for my dad, not for me!). I said i'd had some funny piss-take photo messages sent to me about certain famous footballers - and what she did next shocked me. "Oh well Mr S****n I'll put a complimentary photo message bundle on your account to apologise for this delay and so that other people can benefit from these jokes". BLESS HER! She even said that she'd flag my account up so the bundle didn't re-occur month after month and start charging me Now that's good customer service, I'm so happy!
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#2 |
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Forum Member
Join Date: Jan 2005
Posts: 292
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i know Orange are a bloody good example for 02, Three and Vodafone!
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#3 |
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Forum Member
Join Date: Aug 2005
Location: The Sunny Side Of The Street
Posts: 40,101
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I am with Orange and they are lovely. The people I talk to treat you like a long lost friend.
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#4 |
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Forum Member
Join Date: Feb 2005
Location: England
Posts: 5,525
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Yeh there great but some of them dont have a clue what there on about
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#5 |
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Forum Member
Join Date: Jul 2003
Location: UK
Posts: 2,794
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Quote:
Originally Posted by stud u like
I am with Orange and they are lovely. The people I talk to treat you like a long lost friend.
It was like speaking to somebody who I hadn't spoke to for ages, but knew all about me. Bless her, I couldnt have thanked her enough |
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#6 |
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Forum Member
Join Date: Oct 2005
Location: Lovely England
Posts: 139
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why do u lot always slag off o2. i'm with o2 and never had any probs, its just pot luck who u speak to if they're guna help u or not. if u're arrogant and demand things then u wont get owt, if u cum on being polite and not scremaing and shouting then u'll be amazed at what people will do to help u.
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#7 |
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Forum Member
Join Date: Jan 2003
Location: Portsmouth
Posts: 701
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Last time I spoke to Orange CS I spent a good 20 mins just chatting to the girl on the other end, about Chocolate, men, chocolate covered men, Kylie & the best way to get rid of the cold I had at the time. It was quite strange (in a good way) to just chat to someone in a call centre like this. The enquiry should have only taken 2 mins, it was to change some account details, but the call was free so I didn't mind. I know I've said O2's customer service has improved and has been good for me in the past but I still don't think its a patch on Orange's. Quote:
if u cum on
Was going to completely lower the tone, but I won't go there
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#8 |
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Forum Member
Join Date: Oct 2005
Location: Lovely England
Posts: 139
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i dunt think its appropriate to be talkin to customers like that, i'm there to look after the account not ask em what they had for tea
but depending on how the customer is with u then it may be appropriate to talk like that. i was taking a supervisor call for sum1 other day and customer was disconnected due to not paying bill and she was happy as larry, talking about cars and money etc. sum people are worth spending more time with than others who just complain.
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#9 |
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Forum Member
Join Date: Jan 2003
Location: Portsmouth
Posts: 701
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Having worked in a call centre in the past (for a company that is soon to be rebranded 'Orange') I know what it's like when you get some customer who you really can't understand shouting and screaming down the phone at you (they wouldn't behave like that to you on the street, but somehow it's OK on the phone). I saw my role as making sure the customer got their issues sorted right away and that their experience dealing with me was a pleasent one. Obviously I wouldn't ask them what they had for their tea outright, but I would make small talk and have a conversation with most of them. It's surprising where some of these conversations can lead and what a perfect stranger on the other end of a phone will talk about and tell you.
That's why I never raise my voice or get irate to CS people & I admit that I go out of my way to chat to them about stuff, I know customers who were nice and chatty to me made my day more fun & go quickly, made me feel worthwhile & I felt like doing more to help the nice customer. It also makes time on the phone (as a customer) more pleasent than having awkward scilences. the only problem is when you get a CS rep who is having a bad day for what ever reason and is just following through a script, makes you feel like,as a customer, you are just an annoyance to them, no matter how hard you try. It seems most Orange CS staff are also V.friendly |
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#10 |
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Forum Member
Join Date: Oct 2005
Location: UK
Posts: 566
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I speak to Orange, Vodafone, o2 and T-Mobile regulary and most people you speak to are nice.
I had a women from Sky call me for. I was hung over and they phoned at 9pm Sunday morning lol. I was in the mood to tell them where to shove it. However she was really nice and even told me to go back to bed lol. It is true that if you are nice to people at call centres then you will usually get a good service. Usually people at call centres are bored out of their heads saying the same old thing over and over, so the nice customers make a change. You will find that most people at call centres are happy to answer anything you want to ask them, and will spend all day on the phone to you if you let them. Longer you spend chatting shorter their days go
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#11 |
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Forum Member
Join Date: Oct 2004
Location: BOLTON
Posts: 1,717
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People hardly tell everyone if they have had a good experience with CS its unfortunate that its always Individual bad experiences that get talked about
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#12 |
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Forum Member
Join Date: Sep 2005
Location: Norfolkland
Posts: 1,787
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Quote:
Originally Posted by mattworld
Having worked in a call centre in the past (for a company that is soon to be rebranded 'Orange') I know what it's like when you get some customer who you really can't understand shouting and screaming down the phone at you (they wouldn't behave like that to you on the street, but somehow it's OK on the phone). I saw my role as making sure the customer got their issues sorted right away and that their experience dealing with me was a pleasent one. Obviously I wouldn't ask them what they had for their tea outright, but I would make small talk and have a conversation with most of them. It's surprising where some of these conversations can lead and what a perfect stranger on the other end of a phone will talk about and tell you.
That's why I never raise my voice or get irate to CS people & I admit that I go out of my way to chat to them about stuff, I know customers who were nice and chatty to me made my day more fun & go quickly, made me feel worthwhile & I felt like doing more to help the nice customer. It also makes time on the phone (as a customer) more pleasent than having awkward scilences. the only problem is when you get a CS rep who is having a bad day for what ever reason and is just following through a script, makes you feel like,as a customer, you are just an annoyance to them, no matter how hard you try. It seems most Orange CS staff are also V.friendly T-Mobile were always incredibly chatty when I rang them (I'm sure they told me more than they should have done at times to be quite honest) and bent over backwards to sort any query whatsoever out for me while I was on the line - or, if I had to ring them back or they had to ring ME back, they gave me a credit on my bill for the trouble and inconvenience too which all in all gave me the impression that nothing was too much troubleOrange - as above (I generally end up talking about alcohol with the chattier Orange CS advisors lol ), though sometimes I find they need encouraging... and they're not as giving with credits on the bill either, sadly lolO2 - how does the saying go? "Sometimes the nicest thing to say is to say nothing at all" well, going by the usual standard of my calls to them, all I can say is this: "......" or, in other words, "the exception to the rule"
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#13 |
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Forum Member
Join Date: Aug 2003
Posts: 1,360
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O2 put the phone down on me once and all i said was: "i'm already a customer" no sorry, bye or anythin... that was after they kept withheld calling me and it was hackin me off!
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#14 |
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Forum Member
Join Date: Feb 2005
Posts: 5,382
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i like orange, i called up on wed night to register a payg sim card and i couldnt beleive how nice the guy was
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#15 |
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Forum Member
Join Date: Jun 2005
Location: Earth
Posts: 2,129
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I agree with most people here Orange offer really good customer service.
However i recently switched to Tesco Mobile, and expected the usual crap o2 customer service. I contacted them to get the date settings for my phone earlier this week and they were brilliant. After they activated GPRS the CS representative phoned me the day after to ask if everything was working and if i needed anymore assistance. How good are they... She didn't even try selling me anything. |
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#16 |
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Forum Member
Join Date: May 2003
Posts: 1,806
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I agree Orange Customer Service is always second to none on Contract anyways... everytime I have phoned 150 they are always very helpful, nice non obnoxious and very very good! Love Orange CS - although I know probably could get a better deal on O2 - but rather pay more for free CS..
Orange is the best!!! |
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#17 |
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Forum Member
Join Date: Jul 2003
Location: UK
Posts: 2,794
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I've just had to phone 150 again to ask a question I couldn't find the answer to on the Orange site, and it was a different lady I spoke to today. Oh my god she was just as nice, it was like my mum speaking to me - are you ok, have you had a good day etc. its so refreshing and I have certainly learned alot from these people when dealing with my own customers!
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#18 |
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Forum Member
Join Date: Dec 2000
Location: Teesside
Posts: 2,545
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One of the reasons i've stayed with orange is because of the customer service, in Peterlee (pay as you go is in darlington)
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#19 |
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Forum Member
Join Date: Aug 2003
Posts: 1,360
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i wanted to stay on Orange, but since i couldn't find the K700i on it anywhere... i had to move over to T-Mobile. ah well
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#20 |
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Forum Member
Join Date: May 2005
Posts: 930
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Quote:
Originally Posted by Ben1900
i wanted to stay on Orange, but since i couldn't find the K700i on it anywhere... i had to move over to T-Mobile. ah well
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#21 |
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Forum Member
Join Date: Aug 2003
Posts: 1,360
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it's branded (has the T-Mobile SW and logo on the bottom front of the phone and the t-zones button on the side). i dont like unlocking "branded" phones...
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#22 |
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Forum Member
Join Date: Nov 2004
Location: South
Posts: 102
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Hmm not always like that. Just make sure they take the bundle back off or you'll be charged after the complimentry bit runs out.
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#23 |
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Guest
Join Date: Jul 2003
Posts: 182
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Virgin mobile customer service are the best by far o2 dire to syathe least Orange ripped my girlfriend off vodafone confussing menus and have to drag through them before getting to customer service.
Never be with T-mobile. oh 3 I will say nothing well reading these mobile telepohy forum they are the worst of the worst. Thank You. BIGDOGUK |
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#24 |
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Forum Member
Join Date: Oct 2003
Location: Newton Abbot, Devon
Posts: 282
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Quote:
Originally Posted by stud u like
I am with Orange and they are lovely. The people I talk to treat you like a long lost friend.
I had a call from them the other night. The caller confirmed he was in India as I couldn't understand a word he was saying. I know it was Orange as he was calling in response to an email I had sent. After a few minutes I politely told him I was ending the call as I couldn't understand him and although it was 2100 he bid me 'Good morning!' So it looks like Orange ae finally joining the Bombay Customer Services. |
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but depending on how the customer is with u then it may be appropriate to talk like that. i was taking a supervisor call for sum1 other day and customer was disconnected due to not paying bill and she was happy as larry, talking about cars and money etc. sum people are worth spending more time with than others who just complain.
which all in all gave me the impression that nothing was too much trouble
), though sometimes I find they need encouraging... and they're not as giving with credits on the bill either, sadly
lol
well, going by the usual standard of my calls to them, all I can say is this: "......" or, in other words, "the exception to the rule"