CConverse
join:2006-01-31
Syracuse, NY
| Re: Yup 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 Phone number lists that are complex, vague, and usually at least half composed of outdated numbers due to the fact that departments get reassigned all the time, resulting in customers bouncing around like ping pong balls...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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