Customer relations Review

In my role at Virgin Media I speak to different customers everyday, no two days are the same. Day-to-day I help customers with different enquires, these may be simple things like explaining why a bill is a little higher than last month or when their contract ends etc.. I do receive some more difficult calls where a customer might be considering leaving Virgin Media and going to a new provider. In this situation I would have to have a careful call structure, using good questioning skills to build the right package for a customer and get them on a price that suits them. Sometimes this does not work out and the customer does leave us, but I am always able to come away from a call knowing I have done everything I possibly can to save that customer.

I have constantly been developing new skills and my existing skills since I first started in February. New skills I have learnt have been questioning skills, how to use different systems to do the job and how to create a call structure. Existing skills I have developed are communication skills and how to build relationships with customers.

I enjoy speaking to different people everyday. I have loved meeting my colleagues and making new friends. I feel that everyone here is helpful and there is no one here that I feel I cannot turn to for advise. I enjoy speaking to customers and helping people as it makes me feel proud of what I do when I know that a customer has gone away with a good experience.

I feel that the job itself is well structured however, on the apprentice side of it I feel that I do not really get much time to complete it. I also feel that I don't get enough time to re sit my math's lessons as these are very important to me.

I receive tons of support from my employer and all of the people that I work with. I know that there are different people I can turn to if I need anything. My employer also provides us with different things to suit our needs, for example there is health lines we can call if we need support mentally, in the work place our seating area can be adjusted to our needs also.

I receive a lot of support from my training provider. We have monthly meetings where we can speak about any additional support we need, expectations are set of us and we can speak to our training provider about anything we are struggling with also. Our training provider are always a phone call, text message or email away if we need any additional support.

I feel that this qualification helps me perform better as I have monthly progress meetings so I can see my progress so far and where I need to be by a certain deadline so I can manage my time better. I also fill in a monthly CPD tracker. In this I log new things that I have learnt and if I ever get stuck or need a refresher I can look back on these logs.

There is some extra-curricular activities that I can get involved in. I'm not entirely sure what all of these are however recently we did receive emails regarding being an apprentice ambassador. We don't really have many extra curricular activities however we do have work nights out and we do get a lot of rewards for our hard work.

Yes

I would recommend Virgin Media to a friend as I believe they are a good company to work for. They care about their customers and their employees. All employees are treat fairly and as individuals, we are all looked after and the pay is very good too. Although it is a very difficult job, I do feel very well rewarded for it.

I would say that they should just be themselves. There is no judgment here. I would also say that just because it is a difficult job doesn't mean you cant do it, we all have bad days and we all have good days here, everyone is in the same boat and there is nothing to worry about.