Originally Posted by martyh (Post 35349080)

if i took that many attempts to get a job right i would never get paid

Originally Posted by devilincarnate (Post 35349085)

Is that why you Santa on your Avatar is coming out of the chimney with a full sack instead of going in with one:D:D:D:D

Originally Posted by devilincarnate (Post 35349067)

Can I just put a suggestion forward for those with a Lack of understanding (ME).

Can we have from team members at the start of the post that they are replying to "THIS IS AS A MOD" or "THIS IS MY OPINION" to stop any confusion on threads like this?

I will get my coat now:tiptoe:

Originally Posted by Hugh (Post 35349091)

As Stephen said, our signatures try to make that clear (please see below for clarification).

This is also stated in the CF Acceptable Use Policy, specifically under the Moderation section

Originally Posted by devilincarnate (Post 35349096)

[/COLOR]I have just remembered when I worked for O2 I used to give out my name and also my extension number. So that if what I said did not happen they would be able to get put back through to me. But sometimes they would come through to me as they were happy the way that I handled their call.

If in doubt you could always ask for their name and extension number so that if any thing went wrong you would be able to ask the person direct.

I gave my details out off of my own back and not the company policy.

Originally Posted by paultrademark (Post 35349105)

Problems can arise from that too in a Call Centre enviroment, as some CCM systems don't include direct inbound calls in the agents targets. And if you are getting pressure from management to hit your targets, sometimes stats come before customer service.. wrongly IMO

Originally Posted by Tim Deegan (Post 35349070)

Now that is a brilliant idea :clap::clap::clap:

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

Originally Posted by martyh (Post 35349080)

I think ,having read this thread in it's entirety, that the conclusion is that some of VM's procedures need to be addressed.If it was possible to do what Tim wanted then why couldn't the agent just do it ,why should he need to seek the permssion of a manager? .I understand that some procedures may need managerial permission but booking an order seems a bit trivial and if it is as complicated as some have suggested then the system is definately at fault .
As for the "lying rep" Tim is correct to be upset at that because clearly it was possible ,i wouldn't go as far as to say he was deliberately lying though just inadequately trained and possibly the only reason Tim got the result was because he wouldn't "go away" a tactic i myself have used on many ocasions with other companies.
If the rep/s (not sure how many Tim spoke to from start to finish of this issue)are mis- handling calls like this,a relatively trivial matter then how are they handling not so trivial issues .
I have to deal with customers every day in my line of work and if i don't get something right the first time i only get 1 chance to put it right before the company i contract to start withholding money ,to have to try to put something as simple as a order for tv services right 4 times is quite frankly a disgrace from a customer service point of view ,if i took that many attempts to get a job right i would never get paid

Originally Posted by Tim Deegan (Post 35349070)

Now that is a brilliant idea :clap::clap::clap:

Also if anyone who works for VM, BT, Sky or whoever could make it clear if they are defending their employer (I can understand employee loyalty), or if it is their own personal view.

Originally Posted by andy_m (Post 35349082)

I don't know whether I agree with the op, or the several people who obviously don't. What I do know is that, if you're really looking for decent customer service then it's kind of ironic that you were prepared to move to Sky to get it. Having experienced both, yes, sometimes Virgin get it wrong, but they are a breath of fresh air compared with their competitor, IMO.

Originally Posted by Hugh (Post 35349128)

Do you mean the ones whose signatures state or

Originally Posted by devilincarnate (Post 35349133)

I will keep quiet next time:erm: