Originally Posted by Nopanic

The truth is difficult to define, as what is defined to the customer facing staff is process, but they have no understanding of the wider system (they have enough to worry about) so can only give what they are told as the answers.

As far as they are concerned there is no possible way for them to action some things, sometimes the CEO's office (for example) are able to bring in something that these agents can't which in my opinion is poor customer care.

If VM say no to the VMNG, then that should be it .. I don't believe the VMNG should be removed, far from it, but as an example, you cant have one team saying one thing and another giving out different "facts"

I base this on peoples posts, I have not have any dealings with VNMG's being sent out..