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Originally Posted by ferretuk
This just about sums up the contempt shown for Customer Service by many companies now - It's a numbers game. As long as you can show you've repied to X 100's of emails then you're doing your job. Where's the metrics that show whether the answer was helpful? Where's the metric that shows how many customers had to reply with a further message as their query wasn't answered first time round?
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If Virgin Media is anything like the company I work for then email replies will be copied to customer records which are then automatically selected at random for checking by a dedicated team. I doubt a company the size of Virgin Media doesn't have some system in place to monitor the quality of replies to customer queries regardless of how they are received. Feedback will almost certainly be given to the member of staff even if the customer doesn't get to see the direct result of that feedback. In order for him/her to be doing his/her job to the required level there will have to be an acceptable balance between quality and quantity.
Quote:
Originally Posted by ferretuk
Sending a template reply is not "Customer Service"!!!
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Agreed, templates should be adapted to suit the tone and content of the incoming query or complaint.