20M : Physical Cable Question

[Nopanic]

Originally Posted by qasdfdsaq

If an agent's been lied to and taught to perpetuate those lies it just means it's coming from higher up the managerial chain which makes it even worse.

Same as the "I'm sending some signals to your modem" that will magically solve congestion and "it's fixed but it'll take a few hours to show up" that magically solves power levels crap they spew just to get you off the phone.

Agents giving this kind of advice normally pick it up over time. A lack of technical knowledge vs low aht and high quality monitoring can leave some people struggling.

You really have an issue with VM don't you .. Agents are agents no matter who you call you'll find fobbers, liars and idoits .. But you'll also find uneducated people trying to help.

[qasdfdsaq]

No, I don't have an issue with VM, I have an issue with incompetent customer services, liars, and certain irrational people who try to justify it or pass it off as acceptable. Institutionalised incompetence I call it.

There are plenty of places where you will find no fobbers, liars, or idiots. Where I work we don't always know the answer but we're not afraid to say "I don't know" and certainly never make up stuff to cover it up or get people off the phone - over time or otherwise.

[AndyCalling]

VM staff are, on the whole, honest and helpful as far as I have found them. Largely capable too. The Indian employees are a sight more patchy, but that aside VM seem good sorts to me.

That said, anyone has good days and bad days. Sometimes you just get someone who's not at their best, perhaps being a bit slow that day or perhaps they take a poorly judged shortcut in a stressed moment that they regretted later. Who knows.

If customers are finding more VM employees to be having bad days at the moment, perhaps VM management ought to stop kicking their staff repeatedly in the jewels for a bit and give them a reason to have a good day occasionally? Just a thought.

[qasdfdsaq]

Originally Posted by AndyCalling

The Indian employees are a sight more patchy, but that aside VM seem good sorts to me.

Unfortunately those are the only ones I've ever been able to get through to aside from in the billing department.