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ntluser · 09-08-2007, 12:00

I actually feel sorry for Customer Service staff because they are the Virgin Media cannon fodder sacrificed to the customer when things go wrong.

Many of the things that happen are not their fault and often the responses they give to you are from company policy scripts dictated from on high.

They are in a high pressure situation from justifiably irate customers on the one hand and policy-enforcing company managers on the other.The proverbial rock and a hard place.

Invariably when the company has to make cuts it is Customer Service staff who are among the first to go which adds additional stress.

The best route to go is to complain directly and regularly to those who make policy as it's very easy for them to be unaffected when others are in the firing line, but not quite the same when they are in your sights.

09-08-2007, 12:00	#180
ntluser cf.mega poster Join Date: Jun 2003 Location: Manchester Age: 61 Services: Virgin Media XL Telephone,XL TV & 20Mb Broadband via £85 VIP Package, Sky TV, IDTV Freeview Posts: 1,289	Re: ntl complaints procedures. I actually feel sorry for Customer Service staff because they are the Virgin Media cannon fodder sacrificed to the customer when things go wrong. Many of the things that happen are not their fault and often the responses they give to you are from company policy scripts dictated from on high. They are in a high pressure situation from justifiably irate customers on the one hand and policy-enforcing company managers on the other.The proverbial rock and a hard place. Invariably when the company has to make cuts it is Customer Service staff who are among the first to go which adds additional stress. The best route to go is to complain directly and regularly to those who make policy as it's very easy for them to be unaffected when others are in the firing line, but not quite the same when they are in your sights.