Virgin Media honesty over past customer service
According to the Telegraph, Virgin Media's head of internal communications, James Weekly, offered some brutally honest perspectives of past customer service to fellow internal communications professionals at the Royal Society of Arts this month.
With particular reference to NTL, Mr Weekly referred to the previously poor customer service and other challenges faced by Virgin Media since a complex merger of NTL and Telewest, under the Virgin brand. His frank references were of a history of "crap service" and "very tired people", along with a "synergy hell", caused by ongoing staff reductions of 6,000.
A spokesman for Virgin Media offered the following comments:
"This shows a brutal honesty about what happened before and the challenges that lie ahead.
"The perception is that a Virgin company generally sails along with no problems at all but becoming a Virgin company isn't easy.
"You can't just stamp Virgin on it and everything suddenly goes well. You are overlaying a very entrepreneurial risqué culture on to what was essentially a utility."
For Virgin Media, these disclosures come at a sensitive time, ahead of their £20m marketing relaunch of NTL as Virgin Media.
Virgin Media
Labels: ntl-broadband, telewest-broadband, virgin-broadband, virgin-media-broadband
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