topic Re: Using Moderators for Personal Order Assistance in Community Chat

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Gerdane — Tue, 30 Jan 2018 04:27:54 GMT

Re: Using Moderators for Personal Order Assistance

GSPgirl — Tue, 30 Jan 2018 01:59:39 GMT

wrote:
Is anyone else besides me getting annoyed seeing posters using this forum as a means to get information from the moderators concerning their own personal orders? Sometimes I will see a topic I think might interest me only to open it up to find someone is just wanting an answer from a moderator. Isn't that what customer service, not a moderator, is for? Just my two cents.

Sometimes a customer doesn’t receive the help they need from a Customer rep on the phone. So, they come here for more help. I see nothing wrong with that. I think the moderators are more than happy to help.

Re: Using Moderators for Personal Order Assistance

cherry — Tue, 30 Jan 2018 01:59:55 GMT

It doesn't bother me a bit.. the mods are great at helping people out, and I think it's quite nice

Re: Using Moderators for Personal Order Assistance

september — Tue, 30 Jan 2018 02:05:58 GMT

No, I'm not annoyed at all. As mentioned, some posters don't get satisfactory results by calling CS. I think since they post here and know they might get better results by asking a mod to step in...I say good for them!

And thumbs up to the mods for doing this.

Re: Using Moderators for Personal Order Assistance

wonderfulworld — Tue, 30 Jan 2018 02:09:48 GMT

Not at all. I had an order that was shown as shipped. I checked with customer service and they said yes it was shipped...never came. I asked a moderator on these boards for help and they were able to find out for me that it had never shipped. They were right and C/S was not.

Kudos to the mods!!!!

Re: Using Moderators for Personal Order Assistance

sunshine45 — Tue, 30 Jan 2018 02:13:08 GMT

it doesnt bother me at all and i have used their services a few times. i generally post my questions or concerns on the CUSTOMER CARE forums instead of on community chat though.

Re: Using Moderators for Personal Order Assistance

GenXmuse — Tue, 30 Jan 2018 02:27:42 GMT

Nope

Re: Using Moderators for Personal Order Assistance

Moonchilde — Tue, 30 Jan 2018 02:31:41 GMT

Annoyed?

Not at all, considering the moderators have told us that they are hired to be CS reps and moderators equally and that their CS duties are just as important, or more, than strictly moderating. They have indeed asked posters to ask for help. They are the “escalated CS”, and moderators as well/incidentally. Doing their designated job. Oops...

Re: Using Moderators for Personal Order Assistance

Noel7 — Tue, 30 Jan 2018 02:39:10 GMT

No, it doesn’t bother me. The Mods are very helpful. It’s no skin off my nose if they help others, imo it’s very nice of them. Don’t sweat the small stuff.

Re: Using Moderators for Personal Order Assistance

Marp — Tue, 30 Jan 2018 02:40:48 GMT

The "moderators" are part of the social team and wear many hats. Yes, moderating the boards and FB are part of their duties but they are also liaisons to other departments within QVC.

Problem solving seems to be their primary function whether it be keeping the boards functioning in an acceptable way to QVC or helping posters with their orders. The "moderators" often reach out with an offer to help when a poster has a complaint or question, no prompting needed.

Re: Using Moderators for Personal Order Assistance

Scooby Doo — Tue, 30 Jan 2018 02:50:11 GMT

Me thinks you're easily annoyed.

Re: Using Moderators for Personal Order Assistance

judy0330 — Tue, 30 Jan 2018 02:50:29 GMT

Not at all. I thought that was the purpose of the Customer Care forum.

Re: Using Moderators for Personal Order Assistance

proudlyfromNJ — Tue, 30 Jan 2018 02:54:10 GMT

wrote:
Not at all. I thought that was the purpose of the Customer Care forum.

@judy0330 Yes, I agree with. I always assumed that is what customer care is for. To help customers!

Re: Using Moderators for Personal Order Assistance

SurferWife — Tue, 30 Jan 2018 02:59:04 GMT

I agree that the QVC Social team can often times provide a quicker and better response than from calling CS. I think they probably have more elevated system access, which allows for more expedient service. Whereas in calling CS, sometimes it may require being transferred to a supervisor. Not everyone has the QVC Social Team’s email, so the boards is a good first start. Just my thoughts.

Re: Using Moderators for Personal Order Assistance

Irshgrl31201 — Tue, 30 Jan 2018 04:22:47 GMT

No, it really doesn't bother me at all.

Re: Using Moderators for Personal Order Assistance

x Hedge — Tue, 30 Jan 2018 12:25:35 GMT

@Gerdane wrote:

Is anyone else besides me getting annoyed seeing posters using this forum as a means to get information from the moderators concerning their own personal orders? Sometimes I will see a topic I think might interest me only to open it up to find someone is just wanting an answer from a moderator. Isn't that what customer service, not a moderator, is for? Just my two cents.

@Gerdane, No, I'm not getting annoyed by posters seeking customer assistance from mods. A quick scroll through the Customer Care forum should illustrate the multiple hats mods wear here.

Re: Using Moderators for Personal Order Assistance

wonderfulworld — Tue, 30 Jan 2018 14:46:15 GMT

I know that some may disagree but I think that when the mods judiciously end threads that it elevates the tone of the boards. Some threads just got too crazy and I think encouraged the trolls or nastiness and that has decreased significantly.

Re: .

Allegheny — Tue, 30 Jan 2018 16:13:15 GMT

@Gerdane

Are you talking about this particular forum "Community Chat" or are you referring to "Customer Care"?

If you are referring to "Customer Care", no it really doesn't annoy me. From some of their responses, it appears the Mods have more capabilities then Q's customer service representatives to solve unusual issues. What does somewhat bother me is that some posters have become reliant on this added service and use it repeatedly even for basic ordering questions.

Re: .

occasionalrain — Wed, 31 Jan 2018 04:32:24 GMT

It seems my post was removed; it just disappeared without a reason given leaving me somewhat miffed.

Re: .

Marp — Wed, 31 Jan 2018 13:10:23 GMT

wrote:
It seems my post was removed; it just disappeared without a reason given leaving me somewhat miffed.

@occasionalrain, I believe the OP first deleted the title of the thread then later deleted her post.