Quote:
Originally Posted by Masque
You just fail to understand that agents must follow a certain process and sometimes that process will disallow certain things, so the first three agents would not do it but the forth went away and found a way to do it and because of that he lied to you, AMAZING, most people would consider that as going the extra mile but sadly not you, I wish that the agent could read this and then call you up and say sorry the has been a mistake and we have to cancel it.
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Maybe this thread should be used by VM as a training exercise
.In my opinion the biggest mistake made by the cs rep was using the word "
impossible".As soon as that word is used then the rep is in a hole he/she can never get out of without making him/herself look poorly trained or inexperienced (the latter is the issue here i think)
@Tim,
Whilst i agree you where messed about with poor customer service i feel it is unfair to label the rep as a liar simply because you do not know what he was thinking when he told you "it was impossible".He may have been convinced it wasn't possible because that's what his training
said ,or he may have been thinking i really want to help this poor chap who has been mucked about by some other idiots so I'll ask my manager to find a way to resolve the issue",
conversely he may have been thinking "god i wish this prat would just go away my shift ends in 5 mins and this will take forever" .
My point is you ,me and the entirety of this forum do not know what he was thinking so unless you have definitive proof he was deliberately deceiving you then he was not lying ,innocent until proven guilty and all that