CONSEQUENCE MANAGEMENT

Good day,

I have been calling for the past 30 days for assistance, I've called more then 15 times and every time i ask to speak to a supervisor they always in a meeting or very busy to take my call, other than that they promise to call me back and don't. The next thing is whereby agents keep me on hold times and come back with genetic answers or cut the call on me while waiting

Yah neh, I realized that there is lot of gaps within virgin active customer service department and a huge miscommunication between us as customers and the business.

Firstly, when a customer wants to speak to Management team/Team Leader, they are always on meetings (says the Call Center Agent _ my Team Leader is on the meeting and He/She will contact you back and most of the time, they will never contact us, WHY??????)

Secondly, yesterday (09 May 2024) I spoke to a Call Center Agent and She promised me that She will escalate my matter to her Team Leader and she advised that i will get a call back @16:30 , of which, she didn`t as usual.

It is disappointing for me a customer to get this kind of frustration and for me as an outsider to see that there is a lack of CONSEQUENCE MANAGEMENT if your Team Leaders lack to take action to rectify and ensure that customer satisfaction is guaranteed. This includes your Call Center Agents that put us on hold for longer time and THEY end by hanging up the phone.

Agents lack soft skills and are very rude, Agent should be managed as this is ZTP as well as the Team Leaders for making promises that they can not keep up too. What's the use working in a customer service department and not service the customer. Where is the customer satisfaction? Fortunately or unfortunately, where I am currently working, I am a Senior Manager and I always put my customer satisfaction first, but at Virgin active, you do the vice versa because of lack of CONSEQUENCE MANAGEMENT. I told one of your Call Center Agent that if I was one of your team in the Management role, this nonsense was going to come to an end because a customer is one of an essential asset to an organization.

Lastly, to you all Management, get your ducks in a row and ensure that customer service is at it optimal level.

I hope that you will all find my email as constructive criticism and ensure that all the gaps are closed and no dirty laundry are seen by us as customers.