Quote:
Originally Posted by BenMcr
As far as I know there is no defined process to cover this particular situation - processes are usually only mapped out for regular queries.
The reason I said it would have been approrpriate to get the customer to write in is that it's likely to be dealt with in a slightly more considered position. To be honest when I was on the phones I would have had difficulty in knowing what to do with a call such as this.
|
Thanks for your honesty.. I also agree, which was why i wondered if their were established procedures in place an employee could follow in order to find out if the customer was genuine or just trying it on.
Quote:
Originally Posted by Peter_
Quite simple really he would have been advised to send in written proof of his illness which any doctor worth is salt would supply for the patient.
What else could any company do except ask for written confirmation, any less than this would leave companies open to abuse of their systems.
Anyone that thinks that a company should act any differently to the above is living in fantasy world of their own design.
|
You'd think so, but if it isn't actually company policy to do so, it hinges more on the type of representative you end up interacting with.
Quote:
|
Originally Posted by Peter_
Do remember that this is the **** we are talking about and they just like any other daily paper will make a case like this fit the required headlines just to sell newsprint and without hearing the actual call all that they printed can be taken with a pinch of salt.
|
Well, given that VM have apologised for the incident, I'm leaning toward it not being The '****' "stirring the bull droppings" (for a change at least) and it relating more to VM requiring a set policy, instead of being entirely reliant on their employee to figure it out and do the right thing.