Quote:
Originally Posted by Stephen
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.
---------- Post added at 23:01 ---------- Previous post was at 22:53 ----------
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.
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Surely it is a different situation between cineworld and VM. What are you going to complain to cineworld twitter about? If you have a problem at the cinema (i.e. your food or drink is bad, you see them there and then to get a refund.) If I was asking for film recommendations or anything on twitter I would expect to get some banter if they thought a film I wanted to see was bad.
If you have a problem with your internet, phone or TV service, surely you want the problem sorted asap? I would not want someone bantering with me when they could be helping to give me a soloution to a problem sooner. Equally, I would not want to keep someone else (or personnally be kept waiting) with a problem waiting for a response from the twitter team whilst they were trying to have a laugh with me (or someone ahead of me). I find that pretty unprofessional.
Twitter can be very useful for basic questions/queries but the staff must use common sense. If someone sounds upset and just wants a problem fixing, is banter the right way to go? If you were complaining in a supermarket about a product being rubbish or over-priced, would you accept someone bantering with you (i.e. you get what you pay for, just try a different product or buy a cheaper one next time) before you got an apology and a refund or replacement? I have never known it be acceptable. I have known many people not get angry about a situation, but I have never felt the need to start a bit banter with someone complaining.
Personally I do not see the point of highlighting issues via twitter, a calm, collected and non angry phone call to any business is always the best way to get things sorted in my eyes.