Quote:
Originally Posted by Arthurgray50@blu
Just to prove a point re CS Philipines, today l had to contact them re a problem on my mother in laws (she is 87), VM have told her that they will monitor their TiVo box that has had problems for 6 months, for a furthet 24 hrs. I called them - and l was put through to India. watse of time. I demanded they change the box tomorrow. WAKE UP VM YOUR CS OFFICES OVERSEAS ARE A TOTAL WASTE OF TIME - BRING THEM BACK TO THE UK
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VM have a few UK contact centres. Just pure luck who you get through to.
They are not a waste of time at all. They provide a lot of extra support although not always as helpful as they could be.
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Quote:
Originally Posted by RichardCoulter
Sounds like most corporate social networking pages. They are run by, I assume youngsters, who know nothing of any substance and are more interested in making 'cute' and 'quirky' comments than being able or willing to help with any customer concerns or complaints. I recently had to complain about the facebook staff of a major supermarket. They were more interested in engaging in idle banter with happy customers than helping those with problems. Head office dealt with my problem, awarded me compensation and said that they were going to retrain their staff. I hope they do, because I'll be speaking to them again if there is any repetition  . |
How small minded and also so very wrong. VM among others now make a point of hiring staff for their social media pages and they are anything but youngsters. They are highly trained members of staff and work very hard to monitor all Social Media and attempt to interact with customers both in a formal manor and also a fun way. Its how people connect and by interacting and having a bit of fun are more likely to get people engaged and talking. I personally find Cineworld a good example on Twitter and interact with them regularly.
The 'fun' banter is also what gets them noticed and mention in the press especially at times when a customer may have a big problem and need help. Light heartedness really can help if done in the right way.