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Jane Hext, Director of Vodafone UK Customer Services – this Friday

This Friday morning I’m interviewing Jane Hext, Director of Vodafone UK’s Customer Services about all sorts of things. I’m going to ask her about the Forum Intervention Team (both, from the perspective of going out online and reacting to customers) and the company’s own eForum on their site. I’m keen to understand more how the feedback from these teams passes back into the company.

I’d also like to get her perspective of what it’s like managing CS for such a big operation: What challenges they face, for example, and how they keep their teams motivated and efficient.

If you have a question you’d like me to put to Jane, email me it and I’ll do my best to put it to her on Friday.

By Ewan

Ewan is Founder and Editor of Mobile Industry Review. He writes about a wide variety of industry issues and is usually active on Twitter most days. You can read more about him or reach him with these details.

16 replies on “Jane Hext, Director of Vodafone UK Customer Services – this Friday”

Absolutely not in the slightest, language is the only thing we as a
species have in terms of communications with each other. How would you
like it if you went on a blind date with a girl* and then she asked
you to come up and spend the night?

* = looks like female on the outside, but she has a swinging dick.

Tried to buy two sim cards for our car phones. We are both Voda customers – my husband with a Corporate contract, I've been with Voda since 1985. Sim #1 came – has no number assigned. Sim#2 can't be ordered because one has already been sent here. Seems Voda make no allowance for two customers living together! 2.5 hours on the phone, they offer me

I have just left vodafone after over six years of loyal purchasing. Frankly I am disgusted at how my end of contract has been handled. I have been mis-informed, mis-led and eventually it is I who am out of pocket for a service I n longer require. I would suggest much more efficient and consumer friendly contracts not to mention customer services agents who tell you ALL the information needed when closing a contract. To top it all I have just tried to email vodafone to terminate my contract. The contact link isn't functioning (GREAT SERVICE FOLKS).My name is John Johnston and my mobile number remains (I have to pay for another month – even though I don't use the phone) is 07748648098. Just be up front and verbal – don't hide behind the fine print…Three contacts with customer services since the summer and no one told me I needed to write a letter 28 days prior notice to end my contract. JOKE!!!

I have just left vodafone after over six years of loyal purchasing. Frankly I am disgusted at how my end of contract has been handled. I have been mis-informed, mis-led and eventually it is I who am out of pocket for a service I n longer require. I would suggest much more efficient and consumer friendly contracts not to mention customer services agents who tell you ALL the information needed when closing a contract. To top it all I have just tried to email vodafone to terminate my contract. The contact link isn't functioning (GREAT SERVICE FOLKS).My name is John Johnston and my mobile number remains (I have to pay for another month – even though I don't use the phone) is 07748648098. Just be up front and verbal – don't hide behind the fine print…Three contacts with customer services since the summer and no one told me I needed to write a letter 28 days prior notice to end my contract. JOKE!!!

I would like to meet Ms. Jane Hext……I had what seemed like a real serious intractible problem with Vodafone…….having spent hours ringing the 191 call centre and going through the ID checks again and again and again and again…..I e-mailed details of my problem to jane.hext@vodafone.com ……within 3 hours I received sympathetic phone calls and e-mails from a member of her staff and ……….BINGO, my problem was sorted out to my complete satisfaction……..Jane Hext is not merely Director of the Year she is the person Vodafone should have as their Managing Director……or Britain should have as Prime Minister.
Go for it Jane…….you are one powerful woman.
Tim Maddison
South Wales

Who do you most admire? How did they inspire you? What blind date uncensored has been the most satisfying achievement of your life? Is there something you’ve always dreamt about doing? What is your most treasured possession, and why?

OMG, I have just read the below and I SO SYMPATHISE with John Johnston. I wish I had read this a year ago because it may have prepared me for what I thought would be a simple transition from Pay Monthly to Pay-as-you-go. Despite several visits to the retail store in Kingston (“we’re nothing to do with accounts and administration”), several phone calls to Customer Services to ask how to effect this transition, as well as using their so-called online account closing system, I am the person now being chased by their EXTREMELY heavy-handed debt collection agency for the paltry sum of £39.00!!!! ARghghghghghgg. I hope Jane Hext still works at Vodafone…. one very frustrated Vodafone customer

You’ve just given me the info I was searching for. I also can share my experience in filling forms. So here is my saving grace: PDFfiller helped me to fill out the NC Application for Employment and and esign them. Just try it “https://goo.gl/Jo7cfV“, you’ll love it.

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