Complaints to Virgin Media. How not to do it. - Page 3

Stuart · 05-12-2009, 21:47

Quote:

Originally Posted by Welshchris

Exactly chris, some staff bring it on themselves by their attitude towards customers.

No, they do not.

Welshchris · 06-12-2009, 00:48

Stuart so u reckon shouting at a customer on the phone telling him he was a nucence caller, telling him that Chief execs office wasnt for reporting faults, refusing to put me through to anyone else or look up records on the pc or even give me the time to explain to why i was doing what i was, he had the right to do that and didnt bring it on himself?

Yeah right.

A Customer service host is there to LISTEN to the customers and give them a chance to get their side of story across not deny it and just shout at them and blame them for doing something when they havnt got the complete story.

---------- Post added 06-12-2009 at 00:48 ---------- Previous post was 05-12-2009 at 23:18 ----------

Quote:

Originally Posted by Moldova

Assault is assault no matter how you try to dress it up and anyone behaving in such a way should be prosecuted and jailed for it.

Also if it is an assault on a person in the communications industry as you have advocated then you should be blacklisted from getting any services from another company.

Which would leave you pretty much isolated without internet access and the only TV available to you would be Freeview.

I think that would be an adequate and fair punishment.

Phaps virgin wouldnt get so many threats from customers if they trained their staff properly and told them to have basic mannors on the phone.

The Politest staff ive ever dealt with are the Indian staff but the Language barrier is a problem.

06-12-2009, 00:52

i agree, there are a number of staff especially if you get to talk to them late in the day or the end of the week that just cant be bothered to do anything and everything to them is a chore and your a problem for having them to do their job.

And what really annoys me then after you speak to these people they say "is there anything else i can help u with?" You didnt help me with what i called up for in the first place because you cant be bothered you silly cow!

My dad has had to threaten them many times in the past with ISPA or the press to get things done which should have been done automatically.

Flyboy · 06-12-2009, 01:13

Quote:

Originally Posted by Russ

Whereas what the guy did was totally stupid and deserved punishing, you have to think how bad VM's service must have been for a customer to react that way.

Anyway it happened to me when I worked for 'NTL' on tech support. Some guy called up ranting and raving that his webspace was down and was losing money by the hour because of NTL etc.

When I reminded him he only had a personal account and was not permitted to to use his webspace for business unless he changed to a business account he started screaming and shouting down the phone at me and told me he'd "bomb the NTL building". What didn't help was this happened about 3 weeks after 9/11 and his name was very middle-eastern sounding. I pressed the Emergency button which alerted the callcentre manager who recorded the call and he was reported to the police.

I don't know if he was prosecuted but I had a written apology from him.

---------- Post added at 09:44 ---------- Previous post was at 09:40 ----------

edit: just read it again, he sent the message after they banned him for misuse, not because of any faults.

But most people would have realised he didn't really mean it. It's a bit like call centre staff hanging up on callers who say things like "damn" and use it as an excuse to terminate the call because he was swearing. I had one hang up because they said they couldn't hear me very well and then accused me of shouting at them.

Digital Fanatic · 06-12-2009, 01:36

Quote:

Originally Posted by chris26engwales

i agree, there are a number of staff especially if you get to talk to them late in the day or the end of the week that just cant be bothered to do anything and everything to them is a chore and your a problem for having them to do their job.

And what really annoys me then after you speak to these people they say "is there anything else i can help u with?" You didnt help me with what i called up for in the first place because you cant be bothered you silly cow!

My dad has had to threaten them many times in the past with ISPA or the press to get things done which should have been done automatically.

Aren't you nice

respect works both ways you know

Welshchris · 06-12-2009, 02:03

yes respect does work both ways, BUT! respect is also earned and when a member of staff is off on one from the word go then the customer wont have any respect for them.

Russ · 06-12-2009, 08:29

Quote:

Originally Posted by Flyboy

But most people would have realised he didn't really mean it. It's a bit like call centre staff hanging up on callers who say things like "damn" and use it as an excuse to terminate the call because he was swearing. I had one hang up because they said they couldn't hear me very well and then accused me of shouting at them.

Back in those days, so soon after 9/11 the whole country was on a state of alert. I don't know about these days but back then it was policy to treat any threat like that seriously. Had I ignored it and carried on with the call I'd have ended up in trouble if the call was being monitored.

Peter_ · 06-12-2009, 09:08

Quote:

Originally Posted by Welshchris

Stuart so u reckon shouting at a customer on the phone telling him he was a nucence caller, telling him that Chief execs office wasnt for reporting faults, refusing to put me through to anyone else or look up records on the pc or even give me the time to explain to why i was doing what i was, he had the right to do that and didnt bring it on himself?

Yeah right.

No Customer Service Representative should shout at you and if they do they are in the wrong vocation.

But if if you shout at me and use abusive language then I will advise you that unless it stops that I will have to close the call, and if that happens full notes are then left as to why the call was closed ( without the swear words )

Quote:

Originally Posted by Welshchris

A Customer service host is there to LISTEN to the customers and give them a chance to get their side of story across not deny it and just shout at them and blame them for doing something when they havnt got the complete story.

I always listen to the customer and then try to sort out the issue on that call and if necessary escalate the call to the required department.

Quote:

Originally Posted by Welshchris

Phaps virgin wouldnt get so many threats from customers if they trained their staff properly and told them to have basic manners on the phone.

I have never been threatened by anyone, probably because I have done my job properly in the first place.

Quote:

Originally Posted by Welshchris

The Politest staff ive ever dealt with are the Indian staff but the Language barrier is a problem.

If you spoke to me or any of my team you would find us to be polite and helpful.

---------- Post added at 09:08 ---------- Previous post was at 09:05 ----------

Quote:

Originally Posted by chris26engwales

i agree, there are a number of staff especially if you get to talk to them late in the day or the end of the week that just cant be bothered to do anything and everything to them is a chore and your a problem for having them to do their job.

The time of day or day of the week should not come into it they should deal with your call in exactly the same way on each call.

Quote:

Originally Posted by chris26engwales

And what really annoys me then after you speak to these people they say "is there anything else i can help u with?"

We have to ask that question but it should be in the first few minutes of the call not at the end.

06-12-2009, 09:58

Quote:

Originally Posted by Stuart C

If the staff are incompetent, you complain to the management. You do not threaten or abuse the staff.

In fact, abuse can be counter productive, as most companies advise their staff not to deal with abusive people..

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.

Peter_ · 06-12-2009, 10:34

Quote:

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.

If I am unable to deal I will escalate the call but I will try to resolve the issue first before it comes to that.

Digital Fanatic · 06-12-2009, 13:41

Quote:

Originally Posted by Moldova

If I am unable to deal I will escalate the call but I will try to resolve the issue first before it comes to that.

I was the same when I was on 1st line NSC (now FMC)... I would do everything in my powers to resolve the issue to the CUSTOMERS satisfaction.

I would often have a Outlook calender full of follow ups and call-backs to resolve issues.... and there are plenty of colleagues like myself and Moldova in VM who do their best for the customer.

Even in my current role it is all about what is best for the customer and this is paramount in everything we do.

Peter_ · 06-12-2009, 13:45

Quote:

Originally Posted by Digital Fanatic

I was the same when I was on 1st line NSC (now FMC)... I would do everything in my powers to resolve the issue to the CUSTOMERS satisfaction.

I would often have a Outlook calender full of follow ups and call-backs to resolve issues.... and there are plenty of colleagues like myself and Moldova in VM who do their best for the customer.

Even in my current role it is all about what is best for the customer and this is paramount in everything we do.

As above we do our job in the best way possible for you the customer and if I did not enjoy the challenge I would be working elsewhere.

The are many other staff members who post on here and we do this in our spare time because we want to not because we have to.

Welshchris · 06-12-2009, 16:59

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

Peter_ · 06-12-2009, 17:01

Quote:

Originally Posted by Welshchris

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

It is not an opinion try reading my earlier post.

http://www.cableforum.co.uk/board/34921926-post38.html

Digital Fanatic · 06-12-2009, 17:11

Quote:

Originally Posted by Welshchris

Moldova but thats just ur opinion and the way u deal with people, many other members of staff deal with people in a completely different mannor and this is what im talking about and when they have an attitude problem this is what tends to get peoples backs up.

It's not an opinion, Welshchris, but the way WE deal with customers as a company. It is certainly not "many others" that do things differently as you state.

I've dealt with people who've come on the 'phone saying "I've had a sh*t day, so you're gonna get it mate!" Regardless of what the issue was, I was certainly not there to be spoken to in that manner and certainly never did anything to encourage such a outburst.

You treat people how you want to be treated, it's as simple as that.