ztmike
1kwikgt
Premium
join:2001-08-02 | um..
How can they sit there and just lie? CSR's don't even get paid that much ..lol |
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newview
Ex .. Ex .. Exactly
Premium
join:2001-10-01
Parsonsburg, MD
 ·Vonage
| said by ztmike  :How can they sit there and just lie? That's what they were taught by Corporate. |
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ztmike
1kwikgt
Premium
join:2001-08-02
 ·Comcast
 ·AT&T Midwest
| said by newview :said by ztmike :How can they sit there and just lie? That's what they were taught by Corporate. I would tell the customer the truth..fire me if you will, but once i get another job, that would look pretty bad on CC part..fired because i told the truth lol.
--
"I am the worst president in US history, I'm either stupid or dumb most of the time, but people still believe me." George W. Bush |
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moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| said by ztmike :I would tell the customer the truth..fire me if you will, but once i get another job, that would look pretty bad on CC part..fired because i told the truth lol. Can't tell the truth if they don't tell you what the truth is.  |
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axus
join:2001-06-18
Washington, DC | Yeah, I doubt most of the company knows what a Sandvine is or what it does. It doesn't matter what they say, they are sending out these forged reset packets, that is testable and repeatable. |
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MxxCon
join:1999-11-19
Brooklyn, NY
clubs:   | reply to ztmike
no.."fired because you told proprietary internal information"  |
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smcallah
join:2004-08-05
Home
| reply to ztmike
You assume they lie.
The better assumption is that the engineering and operations group doesn't tell all or any of the CSR's what they are doing at any time.
CSR's generally only need to know that something is broken and that it is being fixed so they can relay that to customers. CSR's are not told what new devices are policies are being placed in the network, as there is no reason for them to freely give that information out to most customers. Especially when the average CSR will not even know what any of it means, so they'll just BS a customer with it anyway.
This CSR is probably just responding in a way that shows they are not told of these types of network changes. And if Comcast is trying to keep their Sandvine implementation quiet, then the last employees they are going to tell are going to be ones that talk directly to customers every minute of the day. |
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swhx7
Premium
join:2006-07-23
Elbonia
·RoadRunner Cable
edit:
October 24th, @11:39AM
| So either the tech people, PR people and executives don't coordinate to get their story straight; or one part of the company conceals things from another to deceive the public.
Consider this whole episode of packet-forging and contradictory and evasive explanations, together with Comcast's reputation for poor service - outages, missed appointments, bungled installations and so on. (Edit: not to mention the notorious secret caps.)
What it all points to is that there's something wrong with Comcast's corporate culture. It looks like a dysfunctional company. It's big and profitable because of local monopolies. If it had to compete it would either improve or be beat out by ISPs that treat customers better. |
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Chuckles
Premium
join:2006-03-04
Saint Paul, MN
·Comcast
edit:
October 24th, @11:22AM
| reply to axus
You're right. No one here knows sh!t (edit: in the call center). I don't even ask my supervisor for help or to answer questions anymore because she doesn't know anything. And rarely do I get answers from upper management or the call center manager herself.
I get better scores on my calls when the customer has an "excellent moment". And to do that I use a nice tone and tell them what they want to hear. I used to get "mediocre moment" because I didn't sound chipper and I told the truth which upset the customer. It's not about helping people it's about getting a good reaction out of them. Comcast knows whats good for you!
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kustomerservice.net |
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AquaBlaze
Premium
join:2004-02-02
Encino, CA
| reply to ztmike
Clearly they want their job. Their position isn't one to actually serve the customer. A CSR's job is to recieve the input from the customer, input it into their preform guide, and read off the resulting instructions from the screen. Once you start talking to the techs, then you might actually get somebody who knows what they're doing. |
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moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| said by AquaBlaze :A CSR's job is to recieve the input from the customer, input it into their preform guide, and read off the resulting instructions from the screen. I would guess a CSR's job is to keep someone from cancelling the service.
Maybe they need to hire the retention people from AOL.  |
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vzw emp
@170.74.x.x
| reply to Chuckles
The average CSR give is an extension of the PR department. They are trained to give out only the info the company wants the customer hear. Any deviation is frowned upon. Also, most CSR's only know what is given to them. They can give information that has been provided to them but rarely have more than a working knowledge of the product(s) their company provides. Call centers strive for consistency, they want the same questions to get the same responses every time. Nothing against the CSR, but I would not put too much weight into what a CSR tells you. Chances are he doesn't have much more info on a given subject than you do, and at least you are actually using the product/service in question. They are supposed to say exactly what the company trains them to say. If that happens to coincide with the truth then consider yourself lucky. |
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CSR
@pdx.edu
| reply to ztmike
CSRs are told the exact same thing you are, if you believe it, how are you going to know you're lying?
Friday, October 19, 2007
ONLINE INFORMATION
Comcast High-Speed Internet Customer Access to BitTorrent
An in-depth AP story suggests Comcast is hindering its customers’ ability to use BitTorrent, a peer to peer file sharing application. Comcast does not block access to any applications, including BitTorrent.
We respect our customers’ privacy and we don’t monitor specific customer activities on the Internet or track individual online behavior, such as which websites they visit. Therefore, we do not know whether any individual user is visiting BitTorrent or any other site.
Customers may call in to inquire about limited or blocked access to such applications. Please use the attached updated talking points to address these questions.
> |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ | reply to ztmike
I guess sandvine isn't hampering anything either. |
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