Quote:
Originally Posted by flatley
I emailed VM about why it looks like my 60meg upgrade is now delayed to perhaps December.
After five days, I get this reply:
Thanks for your email to Virgin Media Web Sales. As your query relates to your existing account we are unable to respond to your enquiry.
Have I emailed the wrong people?
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An incorrectly routed email if in the KANA system can easily be rerouted but the person on the other end needs to be aware of how to reroute otherwise they will just use the standard reply as per this post, again it is still an acceptable response and a model many companies follow.
Also if an agent is just doing KANA emails they have targets to meet so may well just use the standard quick response.
---------- Post added at 15:42 ---------- Previous post was at 15:41 ----------
Quote:
Originally Posted by Sephiroth
You clearly lack a sense of customer service culture.
At BT, for example, we were required to take ownership of a customer call until safely being handled by the right team.
Is it you that works for VM? One of the mods does.
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Now a phone call is something quite different and the is no reason not to reroute it if at all possible.