on 08-12-2021 19:32
13-12-2021 16:28 - edited 13-12-2021 16:29
Hi @HughJarsse
I have to agree ... What get's me is when did VM decide profit came first?
I was a customer back in the dark ages, when VM was still Telewest, and all I had to do was walk across the road to pay my monthly fees. The girls were chatty, friendly, and if you had a problem they invariably managed to fix it in a decent, acceptable timeframe.
Granted, there are a LOT more customers now, but the friendliness, the one to one chat has completely vanished. In favour of robitic semi-literate answering machines, or people who can't speak a word of English, and are as much use as a chocolate kettle.
I can't ever remember an interview where you were asked:
"... And why would you like to work for our company?" only to receive this as an answer:
"... So I can SCREW OVER, every one of those Customers over, while draining their accounts for useless services!"
It's about time VM started noticing the proverbial 'little guy' who has put them where they are !!!
🙄
on 13-12-2021 17:02
@Steve1701 wrote:Hi @HughJarsse
I have to agree ... What get's me is when did VM decide profit came first?
<snip>
It's about time VM started noticing the proverbial 'little guy' who has put them where they are !!! 🙄
Can't say I disagree with the general points raised on this topic, and VM certainly has plenty of room for improvement on the customer service front, but how different really is VM to any of these mega-corporations that run our daily lives?
The aim of them all is to minimise costs and they do this by minimising people from the process as far as possible.
Try to contact any large corporation, utility company, bank etc. and you find yourself tied up in endless IVR menus which take you nowhere or chatbots churning out random nonsense and try to find a phone number to call on and that is usually buried away in the most inaccessible reaches of their websites.
When you do get through, I get the impression now that the front-line call handlers for most organisations now have very little ability to change anything significant on their systems and, in many cases, they are simply accessing the same web pages as the customer can access. As a result, many such calls don't actually change anything or help and just cause frustration for the customer.
The exception to the above was when I had to renew several annual insurance policies and breakdown cover recently and, in the case of several different companies, all calls were answered within a few minutes and processed very quickly and efficiently and in some cases the call handlers were WFH. All of those calls were dealt with in a business-like way and didn't involve automated tech to process the calls so it is still possible to provide acceptable service, it's just that many companies place a very low level of priority and importance on it.