TiVo : Leaving Virgin Media's TV and fixed line services

[RichardCoulter]

Originally Posted by Mr Banana

Do you think its possible that VM CS staff don't like speaking to obnoxious individuals and therefore come across different than they do to those people who are not obnoxious?

I am growing tired of these poorly veiled insults from you. A further screenshot has been taken should I need to take matters further.

Originally Posted by OLD BOY

I don't know, but personally, if it was left to me and I wasn't bound otherwise to company policy, I wouldn't do any favours to such people who try to bully their way to getting what they want.

If it didn't pay, maybe they wouldn't be so rude or demanding.

I didn't bully anybody, I merely drew the attention of the indifferent attitude of frontline employees towards customer retention to the attention of a senior manager.

Besides, good customer service should not depend on the whim of any particular call centre employee. It should be consistent across the board, regardless of how any caller expresses themselves.

To not do so is likely to be a breach of the Equalities Act.

A young lady with severe learning and communication difficulties who was learning to try and live independently in the community walked into a shop, pointed to an item and simply said "milk" .

This met with the displeasure of the shopkeeper who was rude, stroppy and unhelpful in return. The poor girl was subject to such comments as "what's the magic word", "were you dragged up" etc and was left in a confused and frightened state- all because this shopkeeper was ignorant and egotistical.

In this instance, an out of court settlement of compensation, an apology and an undertaking to undergo disability awareness training was agreed as an alternative to prosecution.

Originally Posted by RichardCoulter

I am growing tired of these poorly veiled insults from you. A further screenshot has been taken should I need to take matters further.



I didn't bully anybody, I merely drew the attention of the indifferent attitude of frontline employees towards customer retention to the attention of a senior manager.

Besides, good customer service should not depend on the whim of any particular call centre employee. It should be consistent across the board, regardless of how any caller expresses themselves.

To not do so is likely to be a breach of the Equalities Act.

A young lady with severe learning and communication difficulties who was learning to try and live independently in the community walked into a shop, pointed to an item and simply said "milk" .

This met with the displeasure of the shopkeeper who was rude, stroppy and unhelpful in return. The poor girl was subject to such comments as "what's the magic word", "were you dragged up" etc and was left in a confused and frightened state- all because this shopkeeper was ignorant and egotistical.

In this instance, an out of court settlement of compensation, an apology and an undertaking to undergo disability awareness training was agreed as an alternative to prosecution.

WOW

[Mad Max]

Originally Posted by Mr Banana

WOW

Why the "wow"?

[alexcopeland]

Had a look at the config file on the Super Hub 3 and noticed the down stream was 80500000.

[AndyCambs]

Originally Posted by denphone

Indeed we have been with cable for yonks now and the customer service has always been very good.

I have to say, I've been a customer of Virgin, NTL, and C&W before that, and always been delighted with the CS. I was on the trial for one of the new superhubs, and several times had engineers round to fix problems I was unaware of. I've called to report faults and had engineers the next day.

I recently called to discuss the installation of the new V6 box which I was swapping for the old V+ box, and ended up with a reduction in monthly costs.

Originally Posted by AndyCambs

I have to say, I've been a customer of Virgin, NTL, and C&W before that, and always been delighted with the CS. I was on the trial for one of the new superhubs, and several times had engineers round to fix problems I was unaware of. I've called to report faults and had engineers the next day.

I recently called to discuss the installation of the new V6 box which I was swapping for the old V+ box, and ended up with a reduction in monthly costs.

Were you polite and courteous to the agents?

[denphone]

Originally Posted by Mr Banana

Were you polite and courteous to the agents?

That counts for a lot going by my own experiences.

[RichardCoulter]

Indeed, but as I said above, treating people less favourably because of the way that they express themselves can be unlawful.

Also, it should not be down to how an individual employee is feeling when someone contacts a company that they work for.

Fair, clear and open policies are essential.

[OLD BOY]

Originally Posted by RichardCoulter

Indeed, but as I said above, treating people less favourably because of the way that they express themselves can be unlawful.

Also, it should not be down to how an individual employee is feeling when someone contacts a company that they work for.

Fair, clear and open policies are essential.

It's only unlawful if it can be shown to be directly related to a disability or one of the defined characteristics listed in the Equality Act.

If you are disabled but the obnoxious behaviour was not directly related to the disability, then this is not grounds for alleging discrimination on grounds of disability.

[Glesga]

Originally Posted by RichardCoulter

Indeed, but as I said above, treating people less favourably because of the way that they express themselves can be unlawful.

Are you telling me if someone came screaming at you and threatening you with XYZ you would not treat them differently?

From previous experience working in CS for a mobile provider I have came to the conclusion that the majority of people are ********* when they have a phone in their hand. Whats that? You want your service restriction lifted because your aunties dug has autism and not being able to play the tablets apps harms his development? Naw hen, pay you bills on time. If the tablet data is so important to your dug then why not pay on time.