Syncognition
join:2008-01-12
Winter Park, FL
| reply to no_one
Re: Why not try.
exactly, you never know when you might be doing someone a favor. I can't tell you how many times a day I get a customer who is calling because they can't log into their online account to pay their bill and they don't have DSL with the company I work for (Embarq). I off-the-cuff ask if who their provider is and how much they pay if they don't mind me asking, and 9 times out of 10 I'm able to give them DSL at much lower price than their current provider.
People forget that the rep isn't trying to make you pay more. He's trying to get your share of wallet away from the competition and with the company he works for. Often times you save the guy $10-$20 a month for basically the same service or better. |
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bngdup
join:2007-02-20
Old Bridge, NJ
| Because people called in for Customer SERVICE not Sales. Getting offered extra services every time you call reduces the quality of the conversation and, IMO the validity of any information given by the rep.
If the company had a decent customer service model, they would not need to push sales through customer support |
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Ebolla
join:2005-09-28
Dracut, MA
| Doing it mid troubleshooting yes I agree, doing it AFTER you finish then sure go ahead. Something like "If you have a moment would be interested in hearing about..." doesn't irk me as much. Worst that can happen is the customer says no, and if it is a recorded call then you had tried to do a sub portion of job you are paid to do. |
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StreetSpirit
Good Luck, President Elect Obama
Premium
join:2002-08-13
Roslyn Heights, NY
 ·Optimum Online
 ·Verizon Online DSL
| reply to bngdup
said by bngdup  :Because people called in for Customer SERVICE not Sales. Getting offered extra services every time you call reduces the quality of the conversation and, IMO the validity of any information given by the rep. If the company had a decent customer service model, they would not need to push sales through customer support Thank you for stating eloquently what was on my mind. |
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bngdup
join:2007-02-20
Old Bridge, NJ
| reply to Ebolla
Dont get me wrong, I'm not blaming the rep. Its the stupid turnkey standard business model for Customer Service. Its just accepted that you will place insane time limits on calls, deal with crappy support systems, inadequate training...etc.
Since a few people will bite and accept some stupid add-on they think its all worth it to add it on to every call. The big brass couldn't care less about the customer service quality. They only care about how many calls per month they receive. Less calls per month = less customer service spend. So the way they look at it is, we're already getting the call, might as well try and make some money off it it.
Disclaimer: I have worked as phone support |
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Syncognition
join:2008-01-12
Winter Park, FL
| reply to bngdup
Well of course, you solve their problem and earn the right to make an offer. If you haven't fixed their issue you have no right to attempt to offer a service. I guess I should be more clear that I (and most others who do this job well) ensure that the problem is taken care of before attempting to discuss such things as who their providers are. |
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