Quote:
Originally Posted by martyh
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)
|
Actually that is quite incorrect as the agents found they could not do it but the fourth found out how and was therefore accused of lying because they managed to sort out the issue, that is completely out of order.
If you used this as a training document then we as agents would just follow process and no one would get their issues or upgrades because the computer said no, plus we would not even be on any forums providing help in our off duty times.
