Thread: Complaints to Virgin Media. How not to do it.
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Old 07-12-2009, 13:49   #94
Flyboy
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Re: Complaints to Virgin Media. How not to do it.
Quote:
Originally Posted by Russ View Post
It seems to me that you're in no position whatsoever to decide when they are lying or not.
I am actually pretty good at telling when people are lying, it copmes with experience. If they are lying to me, I am sorry, but I am in a position to challenge them on it.

Quote:
Hell yeah I know how frustrating it is to come up against a 'traffic warden' type agent but it doesn't mean they're lying. They could very well have been told that management can't take calls on that particular day.
There is a difference between unable to take calls, to being in a meeting. Is every call centres' management, in the world, all in a meeting, all at the same time? If they are unable to take calls, they should say so and not lie about being in meeting.

Quote:
I'm not saying it's right, in fact I agree that someone should always be available to take an escalation (and not a "senior member of the team" which means nothing at all as usually they're just frontline people who have been doing the job a number of years) but it does NOT mean the person you're talking to is lying.
Another lie told is, "I am the manager." Until one gets through to the real manager, who tells you that the previous person you were talking to was not the manager at all.
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