Hats off to Fasthosts A rare pleasure in this naughty world: telephone help so good I wrote to Cynthia Nourse who runs front-line support at Fasthosts:
Dear Ms Nourse
You were thoughtful enough to include your email address in a routine acknowledgement of a support request, and you asked for comments on your support service.
I've been working in IT for thirty years. I have run front-line support services for (among others) Logica. Yours is the best phone support I have had from anyone, in any business, ever.
I'm prompted to write after being assisted this morning by James, who spotted what he thinks a discrepancy between his rulebook and a previous answer I'd received. So he's re-opened the earlier support ticket and is resolving it. I couldn't ask for more active, helpful partnership.
This is only the most recent example. I know you can't just hire people to work like this; you have to create a team and an ethic. So I particularly appreciate what you've done at Fasthosts.
First class — please keep it up, and please feel free to quote me.
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