Cable Forum - View Single Post - Do VM Customer Services ever reply to emails?

scrotnig · 03-03-2007, 11:17

The trouble with emails in most companies I've dealt with, is that the customer perception is wrong.

The customer perception is that there is a whole team of dedicated staff waiting to respond to emails.

The reality is, emails tend to be dealt with by normal customer service staff who take calls, and they are only permitted to do so if no calls are coming in. Which is somewhat rare.

Dealing with emails is almost *always* the responsibility of someone who has too many other things to do.

It shouldn't be like that, but it is.

03-03-2007, 11:17	#13
scrotnig cf.mega poster Join Date: Jun 2003 Posts: 2,499	Re: Do VM Customer Services ever reply to emails? The trouble with emails in most companies I've dealt with, is that the customer perception is wrong. The customer perception is that there is a whole team of dedicated staff waiting to respond to emails. The reality is, emails tend to be dealt with by normal customer service staff who take calls, and they are only permitted to do so if no calls are coming in. Which is somewhat rare. Dealing with emails is almost always the responsibility of someone who has too many other things to do. It shouldn't be like that, but it is.