How were Eir complaints staff instructed to treat a complaint? Why are Eir saying this instruction is being used ‘out of context?’ And how does this effect Eir customers? Telecoms company Eir was fined €7,500 in court today after pleading guilty to 12 counts of breaching regulations governing how complaints should be handled by providers. However, it says the paragraph relating to staff instructions around customer complaint telephone numbers and websites was “taken out of context”. It added that this was part of “training material for new customer service agents”, requiring agents to transfer a call rather than asking a customer to call a second time.

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