Quote:
Originally Posted by martyh
I think ,having read this thread in it's entirety, that the conclusion is that some of VM's procedures need to be addressed.If it was possible to do what Tim wanted then why couldn't the agent just do it ,why should he need to seek the permssion of a manager? .I understand that some procedures may need managerial permission but booking an order seems a bit trivial and if it is as complicated as some have suggested then the system is definately at fault .
As for the "lying rep" Tim is correct to be upset at that because clearly it was possible ,i wouldn't go as far as to say he was deliberately lying though just inadequately trained and possibly the only reason Tim got the result was because he wouldn't "go away" a tactic i myself have used on many ocasions with other companies.
If the rep/s (not sure how many Tim spoke to from start to finish of this issue)are mis- handling calls like this,a relatively trivial matter then how are they handling not so trivial issues .
I have to deal with customers every day in my line of work and if i don't get something right the first time i only get 1 chance to put it right before the company i contract to start withholding money ,to have to try to put something as simple as a order for tv services right 4 times is quite frankly a disgrace from a customer service point of view ,if i took that many attempts to get a job right i would never get paid
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Thankyou.
I have actually just got off the phone from VM because I had a question about my Tivo box. He was extremely helpful, and even identified and reported a fault on my phone lines at the same time.
Now that is good customer service.