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  Reply # 953397 16-Dec-2013 23:01
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jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.

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  Reply # 953445 17-Dec-2013 07:16
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This sort of thing happens to often, this is one of the few cases when it has actually come to light and the CSR has been caught out.

Companies in New Zealand are very weak when it comes to professionalism and standards when dealing with the public, they forget that the public is who pays their wages and that this sort of thing damages the reputation of the company.

But another issue is the lack of ability "To go up the chain of command" I don't know how many times I have had a bad experience with a CSR, asked to be transferred to a Manager/Supervisor and get a sob story that a Manager is not available or will call me back only to find it takes them hours if not days if at all to get back to me.

Its funny how threats of going public or Fair Go suddenly get a response. I commend the OP for taking this to a Public forum, and I also commend Dylan for responding quickly and getting the issue into play. It should never have to get to this stage, but alot of the time this is the only way to get action.




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  Reply # 953448 17-Dec-2013 07:22
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sonyab:
jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.


My point was/is that if you weren't posting any details then the rest of the thread was pointless, I still hold this opnion as I'm not sure your intention was to get it fixed or just vent, both of which you are entitled to but for people to start saying it happens all the time when they know nothing of what actually happened is just reactionary and ill informed.

I hope it all works out for you as I'm sure it will.





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  Reply # 953458 17-Dec-2013 07:40
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sonyab:
jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.


I am sure what happened was wrong and upsetting but to be honest 1.5 hours is a very short time to expect a managerial response. After all they may well have been in a meeting, sadly management meetings can go on for hours( personal experience) then picking up the complaint they would need to do interim investigations and talk to supervisors and possibly retrieve call logs etc that would take time. It is reasonable for them to do this before contacting you so they can talk from an informed position, anything less would have been unprofessional.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


479 posts

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  Reply # 953461 17-Dec-2013 07:50
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KiwiNZ:
sonyab:
jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.


I am sure what happened was wrong and upsetting but to be honest 1.5 hours is a very short time to expect a managerial response. After all they may well have been in a meeting, sadly management meetings can go on for hours( personal experience) then picking up the complaint they would need to do interim investigations and talk to supervisors and possibly retrieve call logs etc that would take time. It is reasonable for them to do this before contacting you so they can talk from an informed position, anything less would have been unprofessional.


That is true, but however wouldn't it also be considered professional for a 2 minute phonecall to a customer to say "I have received your complaint and I am following it up at present and will get back to you once I have done some initial investigations" be to much to ask for? 1.5 hours is a short amount of time, but that 1.5 hours can sometimes turn into days.

Remember you are dealing with a customer who has just been disrespected by your staff and that customer is going to get steadily more angry and agitated the longer this is left to sit without engagement from a manager, hence causing the situation to blow out of proportion, leading to such public displays of anger towards said company.




CraZeD,
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  Reply # 953465 17-Dec-2013 07:59
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crazed:
KiwiNZ:
sonyab:
jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.


I am sure what happened was wrong and upsetting but to be honest 1.5 hours is a very short time to expect a managerial response. After all they may well have been in a meeting, sadly management meetings can go on for hours( personal experience) then picking up the complaint they would need to do interim investigations and talk to supervisors and possibly retrieve call logs etc that would take time. It is reasonable for them to do this before contacting you so they can talk from an informed position, anything less would have been unprofessional.


That is true, but however wouldn't it also be considered professional for a 2 minute phonecall to a customer to say "I have received your complaint and I am following it up at present and will get back to you once I have done some initial investigations" be to much to ask for? 1.5 hours is a short amount of time, but that 1.5 hours can sometimes turn into days.

Remember you are dealing with a customer who has just been disrespected by your staff and that customer is going to get steadily more angry and agitated the longer this is left to sit without engagement from a manager, hence causing the situation to blow out of proportion, leading to such public displays of anger towards said company.


can't say I've ever experienced or heard of a manager doing that but I'm not in the Telco business but have been in management for nearly 30 years although it sounds great in principal. I also think it is better to let people cool down as its not the best time to talk to someone when they are usually very emotional .

as to the disrespected, I'm not saying it didn't happen but by the op's own admission she was "livid" so reacted as most would I expect however i'm holding back my judgement until i hear both sides which seems unlikely for one reason or another.




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  Reply # 953473 17-Dec-2013 08:07
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jeffnz:
crazed:
KiwiNZ:
sonyab:
jeffnz: well done on what? no idea what happened and if not likely to hear then no point to thread IMHO :)


You are most certainly welcome your own opinion Jeffnz.  In my opinion this is a very valid thread.  It serves as a reminder to everyone (large and small orgs, individuals etc) that customer service and professionalism is paramount.

I could give you full details of what went on and I have given you all a fair idea through my post thus far. 

I am however giving Vodafone a chance to investigate and respond. Some level of respect that was not afforded to me.

Their cause hasn't been helped by 1.5 hour after my request for a manager to call me - they didn't - hence my post. I was not prepared to waste more of my time on the phone most likely on hold.

I am livid, appalled and all the rest.  As already pointed out we all know this happens this is just one case where they have been caught.  And unfortunately for them it was with me. I have zero tolerance for this type of behaviour.  I am not the kind of person who turns a blind eye and walks away - quite the opposite. 

Dylan called very promptly after seeing my post and a Manager left a message on my phone this evening.  I appreciate they are now taking this seriously.

Will see what happens from here.


I am sure what happened was wrong and upsetting but to be honest 1.5 hours is a very short time to expect a managerial response. After all they may well have been in a meeting, sadly management meetings can go on for hours( personal experience) then picking up the complaint they would need to do interim investigations and talk to supervisors and possibly retrieve call logs etc that would take time. It is reasonable for them to do this before contacting you so they can talk from an informed position, anything less would have been unprofessional.


That is true, but however wouldn't it also be considered professional for a 2 minute phonecall to a customer to say "I have received your complaint and I am following it up at present and will get back to you once I have done some initial investigations" be to much to ask for? 1.5 hours is a short amount of time, but that 1.5 hours can sometimes turn into days.

Remember you are dealing with a customer who has just been disrespected by your staff and that customer is going to get steadily more angry and agitated the longer this is left to sit without engagement from a manager, hence causing the situation to blow out of proportion, leading to such public displays of anger towards said company.


can't say I've ever experienced or heard of a manager doing that but I'm not in the Telco business but have been in management for nearly 30 years although it sounds great in principal. I also think it is better to let people cool down as its not the best time to talk to someone when they are usually very emotional .

as to the disrespected, I'm not saying it didn't happen but by the op's own admission she was "livid" so reacted as most would I expect however i'm holding back my judgement until i hear both sides which seems unlikely for one reason or another.


I agree Jeff, cool heads reach resolutions better than heated heads.

Yes an initial acknowledgement is something that can be done and I would do if my investigations were to take some time, however, again 1.5 hours is not a long time even for that.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


479 posts

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  Reply # 953476 17-Dec-2013 08:12
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It is a policy I have run with my business for a number of years, and it works well, I do admit on one occasion it lead to a further heated situation, however the situations were drastically different to this type of situation.




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  Reply # 953477 17-Dec-2013 08:17
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crazed: It is a policy I have run with my business for a number of years, and it works well, I do admit on one occasion it lead to a further heated situation, however the situations were drastically different to this type of situation.


I had a rule, four hours for a first response be it first and final response or an initial acknowledgement. Great care needs to be had with an initial acknowledgement as they can easily sound clich├ęd and inscincere.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


383 posts

Ultimate Geek
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  Reply # 953520 17-Dec-2013 09:34
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jeffnz:
can't say I've ever experienced or heard of a manager doing that but I'm not in the Telco business but have been in management for nearly 30 years although it sounds great in principal. I also think it is better to let people cool down as its not the best time to talk to someone when they are usually very emotional .

as to the disrespected, I'm not saying it didn't happen but by the op's own admission she was "livid" so reacted as most would I expect however i'm holding back my judgement until i hear both sides which seems unlikely for one reason or another.


Based  purely on my own experience I'm very much inclined to agree with this in most situations. I've encounter many situations where the customer is so upset that they try to lash out an only end up hurting themselves. Instructions like cancel everything immediately and then insisting that we do this leading them to end up at best a period of downtime while a new provide has to reconnect services. One particularly sad situation lead to the customer ending up on a broadband waiter queue.




Please note: I have a professional bias towards Vodafone.



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  Reply # 953523 17-Dec-2013 09:39
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Jeffnz - I had already given you some details. I will also point out that no matter what the details to do what they did was unacceptable in any circumstances. In brief - they incorrectly disconnected my business landline to mobile - only set up in nov. So just kind of a big deal in my busiest time of the year. Without my knowledge or approval, for dec my busiest time the number unbeknowing to me hasn't been working.  A client alerted me yesterday - hence my call to them.
The sequence of events that followed were related to that and how things were handled from there.


I am very much a spade is a spade person - I do not "vent" for the sake of venting.  I am an action person and have had significant issues with them particularly over the last few months. I was and am sick of wasting my time on the phone for hours dealing with people who aren't going their job properly.
I wasn't getting the response or acknowledgement  of my concerns so I came on here as I know they would see it and action something.

Dylan handled it well - and fyi I didn't bite his head off. He clearly knew I was unhappy and acknowledged that (as well as acknowledging he didn't know the details but would look into it).  He also told me the process that would be followed.  So all credit to him for that.

Whilst what a number of you have mentioned about 1.5 hours being not long.  To a customer who has been on the receiving end of crap - it's too long.  Big industries decision to remove the middle management roles of old has brought about this gap.  That is there issue to resolve.  If it is their theory of letting cool down I am not one of those it works for.  To me it appears that they are not placing any importance on the matter or racing around behind the scenes trying to get their stories straight etc.

Likewise they are allowing me the time to take matters into my own hands by posting on sites like this. A simply acknowledgement like Dylan did and I would have had no need to post anything.

It's simply - communication  and that's the industry the are in it's not rocket science!

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  Reply # 953888 17-Dec-2013 19:01
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The problem with Vodafone calling back is pretty normal for them as far as I've seen. Every one of the 4-5 times they have said they will call us they have not and it has just resulted in us having to call them back and start everything over again.

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