Complaints to Virgin Media. How not to do it.

[Stuart]

Originally Posted by arcamalpha2004

When have VM staff ever referred a complaining customer to management Stuart?
In my experience, Never.
They are told by management not to, they are told to deal with the issues using their own discretion.

How likely are you to hear if they have? I wasn't, however, talking about staff referring a problem to management. I was talking about customers asking to deal with the management..

[Peter_]

If we get a customer calling in and the first thing they say is "I want to speak to a manager" the first thing we have to do is ascertain what the issue actually is as no manager will accept a incoming call without these basic checks being made.

If the is a fault I will ask do they mind if I can run some checks first, as you would be surprised how many calls such as this can be sorted out by the agent if they take ownership.

If after checks and sometimes even after I have sorted out the problem then I will raise it with a manager, and in those cases they either get transferred to the manager or receive a callback within 30 minutes.

The manager also updates me after the call as to the outcome.

[Flyboy]

Originally Posted by Moldova

If we get a customer calling in and the first thing they say is "I want to speak to a manager" the first thing we have to do is ascertain what the issue actually is as no manager will accept a incoming call without these basic checks being made.

If the is a fault I will ask do they mind if I can run some checks first, as you would be surprised how many calls such as this can be sorted out by the agent if they take ownership.

If after checks and sometimes even after I have sorted out the problem then I will raise it with a manager, and in those cases they either get transferred to the manager or receive a callback within 30 minutes.

The manager also updates me after the call as to the outcome.

Thirty minutes? I doubt that very much. I have never received a callback from a VM manager in thirty minutes, it is often a struggle to get them to call back within thirty hours, let alone thirty minutes, if they bother to call back at all.

[III]

Call center managers are there to manage people. They have 0 technical knowledge, they can not get your issue resolved any faster, if you want to vent then you'd be best speaking to the CEO.

[Peter_]

Originally Posted by Flyboy

Thirty minutes? I doubt that very much. I have never received a callback from a VM manager in thirty minutes, it is often a struggle to get them to call back within thirty hours, let alone thirty minutes, if they bother to call back at all.

I actually take ownership of any such call and ensure that the correct process is followed and give the manager the correct information and always get a confirmation back from them saying that the call has been done.