Cable Forum - View Single Post - Tivo V6 Are VM frontline staff now discouraged from escalating customer issues?

RichardCoulter · 21-10-2017, 13:19

Thanks for adding some more insight from a management perspective; much appreciated.

Research has found that customers often feel better if something is reaffirmed by someone in higher authority, even if the answer is exactly the same.

Can I ask if you would find it acceptable to find your staff tutting, sighing or refusing to escelate any issue to yourself at the insistence of the caller?

21-10-2017, 13:19	#23
RichardCoulter cf.mega poster Join Date: Jan 2008 Posts: 10,047	Re: Are VM frontline staff now discouraged from escalating customer issues? Thanks for adding some more insight from a management perspective; much appreciated. Research has found that customers often feel better if something is reaffirmed by someone in higher authority, even if the answer is exactly the same. Can I ask if you would find it acceptable to find your staff tutting, sighing or refusing to escelate any issue to yourself at the insistence of the caller? Last edited by RichardCoulter; 21-10-2017 at 14:08.