Originally Posted by RichardCoulter
I'm not sure which outburst you are referring to, but it appears that it is you that is prone to these.
To address your points, I most certainly am not perfect (it would be impossible to be so after suffering a brain injury). My mantra has always been that if someone is not up to the job, then they must go and this applies to me as much as anybody else. Thus, I now only work part time.
I too have dealt with cable CS for about 20 years and, like yourself, found the vast majority of staff to be polite, helpful, respectful and friendly. However, as previously explained, a professional would not resort to being awkward, rude or treating anybody who met with their displeasure less favourably. Circumstances where this behaviour would ever be appropriate simply do not exist and, in fact, may be illegal in some cases.
VM, however, have a duty to protect their staff from abuse, threats etc and will have policies in place to deal with this. Staff would be expected to follow said practices and not resort to the behaviour referred to above.
As you can see, even though you (and others) have implied that somehow my "attitude" was at fault, you have no basis for suggesting this. Nevertheless, even if this were to be correct, staff should behave like a professional adult at all times. I can also confirm that, upon listening to the recordings, management have at no time made any suggestion that I had behaved improperly or that my "attitude" was at fault in any way.
I don't think that you genuinely believe that I think that John Malone is deliberately targeting myself, this is just plain silly.
What I do believe is that since LG bought VM, staff are being pressurised into not escalating customer problems, even where appropriate. It is interesting to note that none have posted in here to confirm or deny my suspicions, although dodgem 22 kindly gave some insight into the workings of a modern day call centre.
In the modern day workplace people are under a lot of pressure to meet targets set by their employers; this applies to the 999 service, right through to VM. The vast majority do so impeccably and I have at no time "slagged off", as you crudely put it, any VM employee.
Again, as previously stated, I could not count on one hand the amount of times that I have had to escelate any issues to senior management over a period spanning two decades.
You are within your rights not to request compensation for a total loss of service, but I believe that most people would do so after being asked for an ever increasing amount of money every month. It is also astute business practice to offer something to say sorry and maintain customer goodwill.
I have a feeling that someone is following this thread as i've now also been offered the Sky Movie suite of channels on a complimentary basis for a period of time!
This is good business practice and benefits everyone concerned; I am recompensed for the various issues that shouldn't have happened in the first place, VM continue to make a lot of money from me and our business and the employee in question gets some refresher training (AKA attitude adjustment!), so will find her job easier and more enjoyable.
I'm a little concerned at your use of the term "right thinking", considering one of my disabilities, but you do appear to enjoy stirring things up at times, not all the time though, as noted by myself and other members in various threads.
It must be assumed that blowing this up out of all proportion and making false accusations is simply another one of those occasions.
I do hope that we can now get back to discussing the salient point of this thread as opposed to the OP who happened to create it and that I have covered all the points that you raised and alleviated any misunderstandings.
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