Chuckles
Premium
join:2006-03-04
Saint Paul, MN
 ·Comcast
edit:
October 24th, @11:22AM
| reply to axus
Re: um..
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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vzw emp
@qwest.net
| 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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