Martyn wrote:
I wonder why though
A combination of various factors.
One factor is customer feedback. VM has the wrong stance on customer feedback. They value positive feedback when they should be valuing negative feedback. A rookie mistake so I'm guessing none of the executives at VM are even slightly qualified to run a business?
I have seen multiple occasions where someone will want to leave good feedback, and the VM staff will very quickly seek to take the feedback and pass it onto the managers. However, when something bad happens, the staff will NEVER offer to pass the situation onto the executives. Never. They will never take on board bad feedback, nor even attempt or wish to improve support mechanisms based on negative feedback. They care more about positive feedback than negative feedback, which is an absolutely ridiculous thing to do. There should be ZERO focus on positive feedback, and 100% focus on negative feedback.
Sufficed to say, I have learned so much about customer service from VM. The horrible examples of service provided by VM have helped me tremendously in my career establishing solid support mechanisms for the companies I've worked for.
So thanks VM for being the epitome of bad customer service, as confirmed by Ofcom.
By the way, if VM need any help in reducing the truly horrifying figures provided by ofcom, you can hire me as Executive of Customer Services. I can reduce the complaint figures by 95% within 7 days. PM me to discuss.
OR if VM need a new CEO I can do 10 times more work than the current CEO for half the salary of the current CEO. PM to discuss.
If I was the CEO of VM i'd have hired a new Customer Service Exec within 15 minutes of Ofcom publishing those figures. I think the CEO is deep asleep if he hasn't taken any action after almost a week.