Quote:
Originally Posted by Russ
We'd get the usual same 7 or 8 types of caller and it's not exclusive to Tmobile - I'll bet VM has its own list of callers that most of its customers adhere to. It's not a negative thing, it's something focus groups put together to improve service and iad training where possible. In fact just about any reputable callcentre would have such a 'list'. But in your case I was talking about the type who will accuse the agent of lying just because you can't have what you want.
But how would you know if they were in a meeting or not? How could you deduce from that that the agent is lying? On what basis would you accuse them of being liar? Simply because you can't have what you want? If it turned out the agent was lying then they deserve instant dismissal. But YOU have no way of knowing at that point and no right to call them a liar.
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If they tell me, for the third day in a row, that every single manager in the entire company is in a meeting, I can assume that is a lie. Because there is not a business, of this size, in the world that would call every single manager it has, into a meeting at the same time, for three days running, without leaving adequate cover. Do you think that VM is that incompetent?
If I get told that the call handler cannot transfer me to someone in the UK, because they don't have the facility to do so, whereas that same morning I was transferred to someone in the UK, I can safely assume they are lying.