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BBC TV Lcence staff get complaints guidance manual

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RebelSouls | 20:10 Mon 01st Nov 2010 | News
62 Answers
The manual states that customers who use the words "idiots", "shambles" or "useless" are likely to be making a complaint.

Other indications that a viewer may be unhappy include use of capital letters or the phrases, "When will you people listen?", "Who do you think you are?" and "Sort yourselves out!"

The document also reveals quirks in the rules about who needs a licence - the Queen, prisoners and diplomats do not, but all other Royals and prison officers who live in the grounds of a jail do.

The 964-page official handbook, which was released following a Freedom of Information request, sets out in detail how the fee should be administered.

A large section is dedicated to dealing with complaints, including prepared answers to regular objections about the BBC's "offensive" programmes and the aggressive tone of licence fee warning letters that could "shock" elderly people.

Staff are advised to look out for particular "keywords" suggesting a customer is protesting about some aspect of the £145.50-a-year fee.

These include: "compensation", "complaint", "disgraceful", "disgusted", "incompetent", "appalling", "furious", "intimidation", "mistakes", "harassment", "rude", "threatening", "outrageous", "upsetting", "unacceptable" and swear words.

If someone was shouting or swearing at you i would have thought it was obvious that the person was upset or annoyed. The BBC TV licence scum seem to need a manual and help in how to spot these people.

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Thank you.
Now what was your question ?
"Where can I get free psychiatric help for my tragic fixation on the Licence Fee?"
Question Author
Would you need a manual to spot a upset person Jack ?
Question Author
You will not get it on the moor zool
No.
I generally find that 'BBC' in the thread title signposts it quite well.........
Question Author
Jack read the manual see what they are really like.
-- answer removed --
No, thanks.
But that's because I have a *life*.........
Question Author
If you do not watch live TV you do not need a licence

(Taken from the manual )

Unlicensed customers will no longer be able to opt out of our outbound
dialler calling by submitting a request to TV Licensing whether they are
registered with TPS or not.
What do I do if an unlicensed customer asks us not to call them again?
If the customer is asking "why registration with TPS does not prevent our call"
explain under TPS rules an unsolicited call for the purposes of marketing
would be prohibited, however, as this call is in relation to a legal requirement
to hold a TV Licence, we are legally entitled to call today.
If the customer is asking "why we will not place a ‘stop’ on calling them in
future" explain as this call is in relation to a legal requirement to hold a TV
Licence, we are legally entitled to call you.
It's like Groundhog Day on here, sometimes..............
Question Author
That has been repeated on the TV a few times.
__________________________

Quick! Your joke has flat-lined.............
// The BBC TV licence scum seem to need a manual and help in how to spot these people. //

'BBC TV Licence scum' ? These are just normal call centre workers, probably low paid, who have to field questions from angry members of the public.
Question Author
Noth3 welcome everyday more and more people are dumping the Box.

If they encrypt the BBC signal most people would be happy. You have a choice of what paper to buy, which supermarket you shop in but with the BBC you have no choice.
Question Author
Gromit do they come banging on your door how do you know what they are like ?
Well, they'd soon recognise being called "scum" as an indication that you were making a complaint.
-- answer removed --
-- answer removed --
Question Author
boxtops did not notice that word in the manual.
Question Author
redhelen ever thought they need a life and stop hounding me.

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