Quote:
Originally Posted by ferretuk
You said that the correct response would have been to re-route or reply with suitable guidance - I was pointing out that this did not happen,,,
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Of course it did not happen as the person checking the emails that day just did the minimum required to answer that email and shock horror it happens in virtually every company as the quick route improves the agent stats every time and that is what management want to see results on a graph not smiling faces, might sound harsh but in this climate it should be expected.
Quote:
Originally Posted by ferretuk
No you didn't, you said "You very rarely get a personal email back" not "You very rarely get a personal email address back" The missing word changes the meaning considerably!
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If you had read my response with regards to a p[personal email response it in reality is never ever going to happen as no one knows where that email address may end up so do not expect a personal email from anyone ever.
Quote:
Originally Posted by ferretuk
What's the point of sending a standard reply that doesn't actually answer the question or is helpful in any way?
If you genuinely believe that Customer Service has reached a high point by replying with meaningless responses and, in the case of VM, taking several days to do so, then no wonder there's such a gulf between a customer's perception of "Good service" and that of Corporate Land...
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This is what happens with most companies nowadays but Virgin Media haters will not admit to that little fact.
I do not believe this has reached a highpoint as I always found KANA emails to be to impersonal and in most cases a pointless, fruitless exercise that just wasted agents and customers time and energy usually going around in circles.