Some advice...

[darkzone_lord]

VM take ages to responed to letters, 10 days hah, try 4-6 weeks. So if you want something to be done quickly don`t write to them.

Their call centre seems to be pot luck as to if the person your speaking to knows what their doing and can help you. So if at first you don`t suceed try try again. Altho if your phone breaks ur kinda screwed as 150 only works/is free from a VM landline (why not a virgin media mobile? ). Waiting times can be a pain and the hold music may be mind numbing, but put on a dvd, read a magazine, finish a sudoku and the time will fly by.

If you do write to them and want a quick response be polite and friendly in your letter and include a daytime contact number they can reach you on. Most of these people work 9-5 just like the rest of us. Don`t go on and on about compensation or loss of earnings, as it makes you sound like a money grubbing git and who would want to help one of those?

And at the end of the day remember the person your speaking to is just some poor person in a call centre on minimum wage. They most likely aren`t responsable for your problems, so don`t shout, swear and blame them.

[lostandconfused]

[Longtimeuser]

Originally Posted by darkzone_lord

And at the end of the day remember the person your speaking to is just some poor person in a call centre on minimum wage. They most likely aren`t responsable for your problems, so don`t shout, swear and blame them.

I disagree with that, the person in the call centre (and I speak from experience) is responsible for your problem by sheer virtue of the fact they work for the company with whom your having a problem, its easy to say they aren't responsible without giving us someone who is responsible.

I do agree however that you shouldnt swear at them as swearing is an offensive thing to do.

[Mick Fisher]

Originally Posted by darkzone_lord

Their call centre seems to be pot luck as to if the person your speaking to knows what their doing and can help you.

They most likely aren`t responsable for your problems, so don`t shout, swear and blame them.

If there weren't so many examples of the first instance I'm sure there wouldn't be so many examples of the second instance.

Clueless "help" invariably culminating in the "fob of the day" just serves to infuriate clients who are already annoyed that there services have proven to be defective.

[darkzone_lord]

Originally Posted by Longtimeuser

I disagree with that, the person in the call centre (and I speak from experience) is responsible for your problem by sheer virtue of the fact they work for the company with whom your having a problem, its easy to say they aren't responsible without giving us someone who is responsible.

These people have bills to pay and mouths to feed, so unless you can offer them a job, it mabye this or the dole for them.

The person you are speaking to might have messed up in the past, but unless they did that to you, you shouldn`t get nasty with them as it will just put their back up and make them less willing to help you.

These people have bills to pay and mouths to feed, so unless you can offer them a job, it mabye this or the dole for them.

Errr sorry but imo if you can't do the job then you shouldn't have the job, I have no idea how the training dept works at VM but front line cs should be trained to certain level.

The person you are speaking to might have messed up in the past, but unless they did that to you, you shouldn`t get nasty with them as it will just put their back up and make them less willing to help you.

Was that person you per chance, lol, and as far as putting their backs up then I'm sorry but I would of thought that when they answer the phone they will pretty much expect the paying customer not to start with ' o0o hello what a fantastic service and you all need a pay rise'

They are there to help, they get paid to help and if they can't then they should find someone who can and if they wont them they should be looking for a McJob..

[colin-bennett]

Any one who has had a job that is customer facing would have a different approach to those posting threads here. Any one claiming never to have made a mistake at work is not telling the truth either.
It seems to me that people would like degree level people who have indepth knowledge of telephony, digital tv transmission and of course BBI. Not to mention the degree in accounting to answer the cust care line. However they also want the call answered straight away so hundreds of these high flyers would need to be employed. Hmm and they want to pay the min amount for the service they suscribe to.
Look guys I do think the cust care experience should and could be better and it would be nice for the training to be more in depth. If people think they could do better then they can apply for a job at a call centre and try it out.
You would then find out what real frustration is......

[WHISTLED]

Errr sorry but imo if you can't do the job then you shouldn't have the job, I have no idea how the training dept works at VM but front line cs should be trained to certain level

I dont think anyone would disagree with that and there are some great people working in front line, also some terrible ones. Having dealt with Sky, BT and my bank recently its the same everywhere.

People make mistakes either because they 'dont know' or 'dont care'....

If they 'dont know' its a feedback/training issue and providing the recruitment was good enough should be easily fixed with a little investment.

If they 'dont care' its harder and more time consuming to remedy - It needs strong performance management to either manage them up or manage them out!

Was that person you per chance, lol, and as far as putting their backs up then I'm sorry but I would of thought that when they answer the phone they will pretty much expect the paying customer not to start with ' o0o hello what a fantastic service and you all need a pay rise'

They are there to help, they get paid to help and if they can't then they should find someone who can and if they wont them they should be looking for a McJob..

That doesnt mean they are there to be screamed at or abused does it?

I can tell you with certainty that the custonmers who stay calm and polite while still being clear of their requirements are those that get the best service.

Its human nature for people to get defensive when faced with aggression.

Originally Posted by darkzone_lord

And at the end of the day remember the person your speaking to is just some poor person in a call centre on minimum wage. They most likely aren`t responsable for your problems, so don`t shout, swear and blame them.

And where do you get that assumption from. I certainly an't some poor person working in a call center and my wage isn't anywhere near the minimum wage. In fact I'm paid extreamely well, way above anything my friends are paid in other fields. Its my choice to work at Virgin in the call center simply because the money is better than working elsewhere.

People should'nt assume that call center jobs are low paid, most are, but not all of them.

[WHISTLED]

I think the ref was more directed to Customer Services than Customer Relations Matty we all know you earn too much!! haha

That being said CS dont earn minimum wage either nor are they some 'poor person' that requires pity.

Umm could do with a few K more though

---------- Post added at 12:24 ---------- Previous post was at 12:14 ----------

Originally Posted by WHISTLED

I dont think anyone would disagree with that and there are some great people working in front line, also some terrible ones. Having dealt with Sky, BT and my bank recently its the same everywhere.

People make mistakes either because they 'dont know' or 'dont care'....

If they 'dont know' its a feedback/training issue and providing the recruitment was good enough should be easily fixed with a little investment.

If they 'dont care' its harder and more time consuming to remedy - It needs strong performance management to either manage them up or manage them out!



That doesnt mean they are there to be screamed at or abused does it?

I can tell you with certainty that the custonmers who stay calm and polite while still being clear of their requirements are those that get the best service.

Its human nature for people to get defensive when faced with aggression.

I know everytime I've made a mistake on a customers account has been when they've been ranting and raving and they won't let me put them on hold. If a customers like that it just adds to the presure, the amount of times I've made a keying error and nearly cut someones phone off early because there ranting and raving and my minds on having to deal with what there saying, Its a good thing I always double check what I've done and normally pickup on my mistake once the customer has gone but I can see how easy it is for it to happen

[NTLVictim]

Originally Posted by mattysheff

Umm could do with a few K more though

---------- Post added at 12:24 ---------- Previous post was at 12:14 ----------



I know everytime I've made a mistake on a customers account has been when they've been ranting and raving and they won't let me put them on hold. If a customers like that it just adds to the presure, the amount of times I've made a keying error and nearly cut someones phone off early because there ranting and raving and my minds on having to deal with what there saying, Its a good thing I always double check what I've done and normally pickup on my mistake once the customer has gone but I can see how easy it is for it to happen

So it's a good idea to remain calm and recap what has transpired at the end of the call?

I'm picking up tips, I've got to phone billing on Monday, God help me..

I've had the blessings, I'm wearing silver and I've had the garlic bath, I just have to hook up the intravenous Glenmorangie/Mogadon mix before I dial out.

[Mick Fisher]

Originally Posted by NTLVictim

I'm picking up tips, I've got to phone billing on Monday, God help me..

Maybe you will get a nice surprise.

I had reason to phone billing recently after my request to cancel Sky Movies and Sports was completely messed up.

After only a minute or two on hold I spoke to a very pleasant Scots lady who promptly and efficiently removed the services, applied credits to my next months bill and assured me that THIS time the package change had been correctly applied . I hope I will not be disappointed when I receive the said credited and amended invoice.