Trinijoy
Premium
join:2005-09-12
Brick, NJ | reply to ColorBASIC
Yup
Before any of you make comments about CS reps, please work in a call center before blowing out your comments about the call centers. You can't criticize what you have not worked at or experienced. |
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ColorBASIC
8-bit Fun
Premium
join:2006-12-29
Corona, CA
edit:
June 27th, @02:16PM
| Sorry, I don't have to murder someone to criticize a murderer.
Experiencing CRAP SERVICE is enough experience to criticize the quality of service I receive from customer no-service persons. |
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ossito16
join:2004-07-31
Whiting, IN
| reply to Trinijoy
said by Trinijoy  :You can't criticize what you have not worked at or experienced. What? So I can't criticize a child molester until I have been molested, give me a break. Maybe call center employees should expose some of the dirty tactics that these companies use against customers. I have never seen a whistle blower who was an ex-employee of a telco/cable corp. |
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Mactron
el Camino Real
Premium
join:2001-12-16
CM94sv
| reply to Trinijoy
said by Trinijoy : You can't criticize what you have not worked at or experienced. Sure we can ! WE are the customer last I checked. 
I've experienced CS plenty ! 
Don't like working, experiencing CS ?.. Find another job.
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If only the Verizon CSRs worked this well. |
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jrobert69
How High?
Premium
join:2001-05-19
Rochester, NH | reply to Trinijoy
Ive spent enough hours on the phone with them to qualify being employed there.
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Spring at last |
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C0deZer0
Oc'D To Rhythm And Police
Premium
join:2001-10-03
Davenport, FL
 ·Verizon Online DSL
| reply to Trinijoy
It's one thing to receive bad service from someone that is TRYING to help you. It's another matter entirely when they disrespect you in your time of need for assistance, or seek to belittle the urgency of your situation.
I generally make a point of avoiding calling customer service unless it's something I can't address or resolve myself. If I can seek help online or through other forms, those are generally the first paths to resolution I seek for any given product or service. It's when I've exhausted other forms of resolving an issue myself that I appreciate having a phone support that I can address. And it is during this time where I LEAST wish to have someone with a condescending, belittling attitude at the other end of the phone line.
I may have not worked the other end of the line when it comes to customer support/service, but I at least experienced service from various companies and industries to know what is 'par' for quality-of-service.
As a couple of examples:
•With nVidia graphics cards, I've YET to need to make a single call to support with either them or their card manufacturers. With ATi, I have had to spend nearly 1000 minutes on my mobile phone back and forth with their support within a spread of three months, and finally filing a complaint to the Better Business Bureau before finally reaching someone there who did want to help with the constant issues.
•With my first (own) Gateway computer, I've spent over one month in downtime each time I had to bring the computer in for a service call for something they didn't want to let me solve either by RMA'ing me the replacement part or couldn't solve over the phone. This has happened four times. And I can't even count the number of gigs and gigs of data lost to data lost in hard drive failures and all the other downtime from component failures to everything from the monitor, modem, sound...
I could probably go on, but just from experience with various companies, it's not that hard to find who has the service/support people that are willing to help you and can help you effectively, as opposed to the people that just treat you like you're just someone to shoo away.
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Front Line Force Fortress Forever |
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CConverse
join:2006-01-31
Syracuse, NY
| Most of the issues people bring up though have little to do with the reps (with the exception of being treated rudely). Most of the time, from my experience in working in a call center, it has more to do with policies made by people so remote from the centers that represent them that the reps aren't even told their names in new hire. People who have no idea what customers really want when they call. Scripts written by people who never gave a thought to how it might sound, much less whether or not the customers will understand what's being said. Most of the "required verbiage" I'm required to read does more to confuse people than inform them. I often spend more time explaining the "required verbiage" than actually reading it. I often make changes on people's accounts only to find that my orders never went through. Phone number lists that are complex, vague, and usually at least half composed of outdated numbers due to the fact that departments get reassigned all the time, resulting in customers bouncing around like ping pong balls...
All I'm saying is often times when you receive poor cs, it's not the fault of the reps--we're usually doing the best we can with what we have to work with. |
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C0deZer0
Oc'D To Rhythm And Police
Premium
join:2001-10-03
Davenport, FL
·Verizon Online DSL
| But I think we can both agree that when it gets to the point where it prompts someone to require the assistance of a group like the Better Business Bureau to get anything done, the chain of command, as it were, is clearly not working like whoever designed it, intended it.
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Front Line Force Fortress Forever |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to Trinijoy
said by Trinijoy :Before any of you make comments about CS reps, please work in a call center before blowing out your comments about the call centers. You can't criticize what you have not worked at or experienced. Well its OUR experience. we dont get a negative attitude til we have to deal with rude reps, reps that hang up on you, yadda yadda i could go on all day with the bad times ive had having to call the support line.
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You can never be too rich, too thin or have too much Bandwidth |
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Time4aNAP
Premium
join:2007-04-09
Des Plaines, IL
·Speakeasy
 ·Comcast
| reply to Trinijoy
said by Trinijoy :Before any of you make comments about CS reps, please work in a call center before blowing out your comments about the call centers. You can't criticize what you have not worked at or experienced. Does working a help desk count?
I'm not sure what prompted the outburst about call centers; it seems O/T to me. But since you brought it up...
* The majority opinion here appears to be that every call center is located in The Black Hole of Calcutta. That would make requiring everyone who wishes to comment on call centers first become an Indian native of some backward caste. Not very practical, that.
* If the call center operator is so clueless, what does that make you for spending two hours talking with them, or needing their help in the first place?
* Since we're all on the Internet here, how many have tried sending an e-mail, or using the messaging systems that I often find on customer web pages?
* When someone comments that "the blankedy-blank operator couldn't understand a word I said", which party does this reflect on?
/me beats a hasty retreat |
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Titus Pullo
I came, I saw, I slept
join:2004-06-26
·Embarq
| reply to Trinijoy
I called Comcast the other day about their HDTV service. Somewhere along the way I asked her if she had a list of QAM-tuner available channels that I could dial in over my basic/expanded (non-digital) cable. I'd found one or two, but didn't want to go channel by channel in search of them due to all the f'n music channels and channels that the scan picked up but have no picture.
She replied that I'd need a box and that the HD channels start at 700. I tried to explain the whole bit about HD and the FCC and QAM equipped TVs, and that I was looking at Discovery HD on 95.1 (or close to that) right now. No go. Clueless. She even had me repeat the decimal value channel number and clearly thought I'd gone batshit crazy.
Now, you tell me. I'm talking to a phone rep for the nation's largest provider of cable TV services and they don't know the basics of HDTV that I learned in about 30 minutes?
I'd say just about ALL CSR call centers are useless unless you need to cancel or buy. Period. |
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