King Duck
join:2005-04-10
Elizabeth City, NC
| Do what we say, depends on who does the saying
I recall working at a certain Auto insurance company where, due to Systems limitations, we were required to begin work at least 15 minutes before our scheduled start time in order to be up and running on the phones at our scheduled start.
I was at a general meeting once where the CEO of the company was giving a talk to staff.
A colleague asked about the requirement that we start work before our start time.
The CEO's answer was that Systems problems were the Company's problem, not ours, and if it took us 15 minutes after our start to be ready to make calls then so be it.
Within 48 hours we were given verbal feedback through our Supervisors to ignore what the CEO said, we were still required to conform with the early starts.
The Company was subsequently subject to a class-action suit for requiring people to work unpaid overtime in this manner... |
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wdoa
join:2001-10-16
Spencer, MA
 ·Verizon Online DSL
1 edit | BS phrase "World Class Customer Service"
I've found when any company uses the phrase "World Class Customer Service" get ready for long hold times and poor service. It's one of those "corporation speak" phrases that some consultant came up with sort of like "our people are our #1 Asset" |
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RadioDoc
58ef2c0
Premium,ExMod 2000-03
join:2000-05-11 | It's like "fine dining restaurant". If you have to call yourself that, you aren't one...
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Toolmaster of La Grange. |
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Camelot One
Premium,MVM
join:2001-11-21
Sarasota, FL
clubs:
1 edit | reply to wdoa
I think the same when I'm told my case "is a priority", certainly knowing thats just the default statement everyone gets.
Then again, this is the same company that redefined "unlimited" to mean "secretly, and variably, limited" |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | reply to King Duck
Re: Do what we say, depends on who does the saying
as it should be. |
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JammerMan79
Premium,VIP
join:2004-05-13
Prince George, BC | damn right! |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs: | reply to wdoa
Re: BS phrase "World Class Customer Service"
i'm sure they offer synergy or a new paradigm also. |
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moonpuppy
join:2000-08-21
Glen Burnie, MD | That is the biggest pile of crap I have seen............
Who are they kidding? People want answers, not lies or broken promises.
CSRs keep apologizing for any inconvenience but do NOTHING to remedy the situation. |
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DHRacer
Fire Survivor
join:2000-10-10
Lake Arrowhead, CA
 ·Charter Pipeline
·Verizon west (ex G..
| Maybe that's because that's all they can do? You don't see CSRs pick up the mantle and go grab a tool belt and come out to your house after you call all irate about the tech skipping out on you...
About all CSRs can do is apologize. Sucks, but I don't know what else is inside of their job description...
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"No one will believe you solved this problem in one day! We've been working on it for months. Now, go act busy for a few weeks and I'll let you know when it's time to tell them." (R&D Supervisor, Minnesota Mining & Manufacturing /3M Corp.) |
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Asmodeus
join:2004-05-26
Spring Valley, CA | companies need to stop...
apologizing and just get their jobs done... i'm tired of hearing about how sorry for the inconveniences you are creating... just get it done already and you won't have to apologize... |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA |  Consumers need to quit griping too
Consumers are overly pushy these days.
"Customers are always right" -aint the case anymore. |
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krayzie bone
join:2006-09-03
Marietta, GA | ya that is the case if you want a successful business... |
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FiL
Premium
join:2005-08-16
Silver Spring, MD | do yall call the tech centers daily?
Bi-minute?
Every second?
Man! A phone rep is a phone rep is a...Theres no way around being behind a copper line; they can't do much but apologize.
;( |
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expert007
join:2006-01-10
Buffalo, NY
| reply to moonpuppy
Re: That is the biggest pile of crap I have seen............
Right On. My Verizon DSL installation was sheer hell,(which surprised the hell out of me because my other Verizon services and home DSL installs were smooth as buttah). I spent almost 5 hours (no exaggeration, I kept logs) on the phone with everybody and their non-English speaking sister. All they did was apologize "I'm sorry Mr. XXXXX, I apologize for the inconvenience". That doesn't mean a damn thing when you say it over and over and over and refuse to do anything to rectify the issue!! I was trying to give them my money, and they went wayyyyy out of their way to convince me that they didn't want it. If i would have had other options available to me, I would have jumped ship immediately.
Stop the apologies and get the problems fixed!!!!!
Pant....pant.....feeling lightheaded.. |
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RayW
Premium
join:2001-09-01
Layton, UT
clubs:
·XMission
| reply to FiL
Re: Consumers need to quit griping too
said by FiL  :do yall call the tech centers daily? Bi-minute? Every second? Man! A phone rep is a phone rep is a...Theres no way around being behind a copper line; they can't do much but apologize. ;( No, because at least half of the time I get a script reading monkey (sorry if I insulted any monkeys out there), so I save my calls for when there is no other choice.
Although Qwest does have some good people, I actually had one that spent over 30 minutes doing phone tag until she found out why I did not have consistent DSL service (someone was doing "planned service" on the lines and it was affecting the remote).
Then I get the guy that could not understand the term "No one has Qwest telephone OR DSL service here in my neighborhood, I am using a cell phone" and kept wanting me to authorize charges if my inside wires were bad and by the way it will be at least 24 hours before someone can come out.
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I am not lost, I find myself every time. |
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warthunder2k
join:2002-04-20
canada
·Colbanet
| reply to King Duck
Re: Do what we say, depends on who does the saying
said by King Duck :I recall working at a certain Auto insurance company where, due to Systems limitations, we were required to begin work at least 15 minutes before our scheduled start time in order to be up and running on the phones at our scheduled start. I was at a general meeting once where the CEO of the company was giving a talk to staff. A colleague asked about the requirement that we start work before our start time. The CEO's answer was that Systems problems were the Company's problem, not ours, and if it took us 15 minutes after our start to be ready to make calls then so be it. Within 48 hours we were given verbal feedback through our Supervisors to ignore what the CEO said, we were still required to conform with the early starts. The Company was subsequently subject to a class-action suit for requiring people to work unpaid overtime in this manner... Is this legal? Because as a student I work at shitty places when they require us to do the same, be there 15 mins before the work hour and we have to leave 15 mins after. This majorly sucks when you are doing a 3hrs shifts, you lose 30 min on the shift plus all the transport etc. I'm thinking it should be paid, I mean, I'm required to be there, why is it my fault your shitty system takes so much time to be ready? 
Anyone knows the law on this? |
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Fireshield
join:2001-10-08
Champlin, MN
| Laws are different in each state so you may want to verify, but I believe that the only thing a company can require is that you are available and prepared for work at the time you are scheduled to be there.
Now for the answer you don't want to hear - if they require you to be there 15 minutes early and don't pay you then your only real option is to pursue it legally either through the court system or the state employment offices. Both will probably be bureaucratic nightmares and time consuming. |
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paulhaskew
Unoffical Dominos Spokesman
join:2002-01-10
Vancouver, WA
clubs:
| spin me please
oh spin the wheel of misinformation... Corporate says don't do it, local folks say tell em whatever... Corporate policy was only followed when it benefited the manager/lead/sup...
Charter you are a train wreck!
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Anything I say can and will be used against me in a court of law.
Somewhere over the rainbow lies the valley with gigabit fiber.
Dude, I got twin Dell 2007FPWs... |
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Pirate515
Premium
join:2001-01-22
Brooklyn, NY
| reply to krayzie bone
Re: Consumers need to quit griping too
said by krayzie bone :ya that is the case if you want a successful business... Actually, the key to a successful business is recognizing who your important customers are and taking care of them. If "Customer is always right" attitude was applied in business, we would all be getting anything we want and not paying a penny for it, and that is clearly not the case.
The customers that you do need to take care of are the ones who bring in the big bucks and pay their bills on time. These are the ones whom you cannot afford to piss off. However, there is another category out there who are constantly unhappy and will complain about anything and everything, and when you pull up their billing history, you find out that you haven't seen a penny from them in the last 6 months. I personally wouldn't waste any of my time and/or efforts on this kind. If they are going to be a pain in the a**, then it's best that they be a pain in somebody else's a**, while I focus my attention to those customers who are in good standing.
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Ask me no questions, and I'll tell you no lies...
A MESSAGE to the RIAA and the MPAA: You shouldn't wound what you can't kill... |
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NOCMan
Verizon Fios User
Premium
join:2004-09-30
Flower Mound, TX
| reply to King Duck
Re: Do what we say, depends on who does the saying
Yeah chip manufacturers were sued for the 45 minutes it took an employee to suit up for the clean room. They required them to suit up unpaid and then work their 8 hour shift and take the clothes off which took nearly as long unpaid.
They won so good luck with your suit.
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Mac Chatter
»www.macchatter.net |
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