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C0deZer0
Oc'D To Rhythm And Police
Premium
join:2001-10-03
Davenport, FL
 ·Verizon FIOS
| reply to CConverse
Re: Yup
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 | |
CConverse
join:2006-01-31
Syracuse, NY
| reply to C0deZer0
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 Phone number lists that are complex, vague, and usually at least half composed of outdated numbers due to the fact that departments get reassigned all the time, resulting in customers bouncing around like ping pong balls...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. | |
C0deZer0
Oc'D To Rhythm And Police
Premium
join:2001-10-03
Davenport, FL
·Verizon FIOS
| 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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