Thread: Complaints to Virgin Media. How not to do it.
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Old 21-12-2009, 10:15   #123
Flyboy
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Re: Complaints to Virgin Media. How not to do it.
Quote:
Originally Posted by Moldova View Post
If we get a customer calling in and the first thing they say is "I want to speak to a manager" the first thing we have to do is ascertain what the issue actually is as no manager will accept a incoming call without these basic checks being made.

If the is a fault I will ask do they mind if I can run some checks first, as you would be surprised how many calls such as this can be sorted out by the agent if they take ownership.

If after checks and sometimes even after I have sorted out the problem then I will raise it with a manager, and in those cases they either get transferred to the manager or receive a callback within 30 minutes.

The manager also updates me after the call as to the outcome.
Thirty minutes? I doubt that very much. I have never received a callback from a VM manager in thirty minutes, it is often a struggle to get them to call back within thirty hours, let alone thirty minutes, if they bother to call back at all.
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