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What really caused the customer service meltdown at Vodafone?

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http://www.thisismoney.co.uk/money/bills/article-4445214/What-really-caused-customer-service-meltdown-Vodafone.html?ito

 

 

 

Its boss blames poor training and outdated computers

 

Nick Jeffery was appointed Vodafone ceo last September, around the time the firm was fined £4.6m for its treatment of customers hit by a computer glitch. And he inherited quite a job.

 

 

Mr Jeffery, who has been at Vodafone for 13 years and was previously in charge of growing the international business arm, knows customers' patience is wearing thin.

 

 

CAG hopes that Mr Jeffery listens and acts swiftly.


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Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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After telling a Money Mail advisor that complaints are down ...

 

When I point to the stack of complaints I've brought with me, his face falls.

 

'I apologise to anyone who has a complaint that's not been dealt with. This really matters to us. We are going to fix this.'

 

So is there a secret to getting your gripes sorted faster?

 

Mr Jeffery tells me he reads every customer complaint sent to his personal email account — currently around ten to 15 a day — and ensures they are dealt with swiftly.

 

The address, in case you are wondering, is nick.jeffery@vodafone.com.

 


Have we helped you ...?         Please Donate button to the Consumer Action Group

 

Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy -

HERE

2: Take back control of your finances -

Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors?

Read Here

4: Staying Calm About Debt

Read Here

5: Forum rules - These have been updated -

Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

 

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Well no the complaints are not down at all, quite the opposite.

They are still sky high. Voda now has a dedicated Customer Relations Team to complaints.


 

We could do with some help from you.

 

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**Fko-Filee**

Receptaculum Ignis

 

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