Re: When you go to the grocery store.... in http://www.dslreports.com/forum/r20397139 en Thu, 03 Dec 2009 13:06:22 EDT Thu, 03 Dec 2009 13:06:22 EDT Re: When you go to the grocery store.... http://www.dslreports.com/forum/remark,20413024 CConverse : Our department's hold times average under 60 seconds, it's not a matter of staffing. We have to staff like we're therapists. Usually I can fix whatever's wrong, but I'm not supposed to interrupt people so I have to listen to them vent before I even get a chance to do anything.

My point is that we're service people. We're no more important to at&t than a cashier is at a grocery store. Imagine if everyone acted toward cashiers in person like they do to service people on the phone. My position on the floor is to be flexible. I am management when they need me to be management, I am service person when they need an extra agent or two to help clear the queue. I am also a customer. I see it from the top down and also from the ground up.

And it's not just at&t pissing people off. Imagine if everyone acted toward cashiers in person like they do to service people on the phone. People vent to me about gas prices, the cable company, their financial situation, their brother or cousin or ex who ran up their Dish bill by ordering porno flicks, that they only will have $.83 for groceries for the month (personally I'd take food over internet but I guess that's just me), how they are handicapped or elderly or a Vietnam Veteran or a single mom or someone who just got out of jail or an important businessperson who lost millions because your residential internet service was down... people will go on all day with their problems if we let them. Many, many people.

People complain sometimes that we apologize too much. Agents are trained to "express empathy" whenever a customer is upset about something and we can do nothing about it. Even if it has nothing to do with at&t. Ironically enough, what agents are supposed to do if you're complaining that we apologize too much, is to say "I'm sorry." So instead of complaining about it, it would be far much more productive to just to let us know what it is you need done, or ask what you would like to know.

I do agree about the hangups. It should simply inform them at the beginning that it may be 1/2 hour to an hour hold time.
--
UNLESS Someone like you cares a whole awful lot,
Nothing is going to change...
It's not

-The Once-ler

From The Lorax by Dr. Seuss]]> http://www.dslreports.com/forum/remark,20413024 Wed, 30 Apr 2008 20:14:31 EDT Re: When you go to the grocery store.... http://www.dslreports.com/forum/remark,20397139 KrK :
said by CConverse See Profile :

So when you get that message that "we're experiencing heavy call volume" message and you're told the wait will be 20+ minutes, it's probably more likely due to the fact that everyone in front of you in line is taking your precious time with all their useless complaining, and not even letting the agents do their jobs.
Then they need to hire more agents... Also, 6 minutes of venting? Sounds like AT&T really must piss a lot of people off. Unfortunately, the only time people usually need to speak to someone is when something is wrong, so I imagine most of the time you've got people who are upset about something calling in.... but not always.

Even so, for companies to leave messages saying "Use the automated system or call later" and then hangup is really crappy customer service.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!)]]> http://www.dslreports.com/forum/remark,20397139 Sun, 27 Apr 2008 21:40:16 EDT When you go to the grocery store.... http://www.dslreports.com/forum/remark,20394743 CConverse : Let's think... A grocery store checkout is a good "reality" version of a checkout. People wait in lines (or a "queue") to be serviced.

Do you haggle with the checkout lady over the price of a gallon of milk, or a pound of beef? Do you insist that she should sell it to you for $1 instead of $2.99, repeatedly despite the fact that she has no way of changing it? Do you take 5 minutes of her time (and everyone else behind you in line) to complain to her that you waited 10 minutes to be rung out, and that you're so disgusted with the customer service that you're going to shop elsewhere? Do you stop to tell her the names and rep id's of everyone that checked you out before her because you want to complain to someone about what a crappy job they did? Do you take the time to do all this even though that rep is powerless to do anything about it? Do you do this even after you watched the person in front of you waste your time doing all the same things? Because this is the kind of time-wasting things that customer service reps put up with every day.

I work for AT&T (please don't hate me) as a customer service rep. My average call is 8-9 minutes long. Usually it only takes about 2 minutes to do what I need to do with the customer's account, if I do all the talking. So guess how much time of that call goes to "letting the customer vent"? You got it...

So when you get that message that "we're experiencing heavy call volume" message and you're told the wait will be 20+ minutes, it's probably more likely due to the fact that everyone in front of you in line is taking your precious time with all their useless complaining, and not even letting the agents do their jobs.

Edit: finished an unfinished sentence
--
UNLESS Someone like you cares a whole awful lot,
Nothing is going to change...
It's not

-The Once-ler

From The Lorax by Dr. Seuss]]> http://www.dslreports.com/forum/remark,20394743 Sun, 27 Apr 2008 11:47:04 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20390496 Comm Tech :
said by Buttset See Profile :

Here's my plan...

Next time I get a "sales call" on my phone, I will advise the salesperson on the other end that I will have to have $2.00 deposited electronically into my Pay Pal account before I'll be able to respond to any questions. I'll check my account every few hours. When the money has been deposited, I'll answer one question.

The next question will cost double ($4.00), the next question, $8.00 and so on.

If we all DEMANDED payment for a "real" person...
I like your idea.
--
"Beer the cause of and solution to all MY problems!"]]> http://www.dslreports.com/forum/remark,20390496 Sat, 26 Apr 2008 10:24:06 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20390492 Comm Tech :
said by Buttset See Profile :

Here's my plan...

Next time I get a "sales call" on my phone, I will advise the salesperson on the other end that I will have to have $2.00 deposited electronically into my Pay Pal account before I'll be able to respond to any questions. I'll check my account every few hours. When the money has been deposited, I'll answer one question.

The next question will cost double ($4.00), the next question, $8.00 and so on.

If we all DEMANDED payment for a "real" person...
]]> http://www.dslreports.com/forum/remark,20390492 Sat, 26 Apr 2008 10:22:34 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20388539 Buttset : Here's my plan...

Next time I get a "sales call" on my phone, I will advise the salesperson on the other end that I will have to have $2.00 deposited electronically into my Pay Pal account before I'll be able to respond to any questions. I'll check my account every few hours. When the money has been deposited, I'll answer one question.

The next question will cost double ($4.00), the next question, $8.00 and so on.

If we all DEMANDED payment for a "real" person...]]> http://www.dslreports.com/forum/remark,20388539 Fri, 25 Apr 2008 21:00:33 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20387652 en102 : For an ISP, I'll soon come to expect:

a) Sign up fee
b) Modem fee (many already do this)
c) Email fee (blocked port 25 otherwise)
d) Overage fee (some already do this)
e) Unthrottling fee (i.e. premium service)
f) Peer connection fee
g) Local loop fee (cable or DSL)
h) Maintenance fee (indoor, outdoor, CO or Node)
i) Online support fee (ie. chat site)
j) Clean DNS fee ( no zone finder )
k) Regulatory surcharge fee (i.e. fee for keeping compliance issue)
l) Expansion fee
m) New technology R&D fee
n) Golden parachute for CEO fee
o) Investor profit fee

Basically any service that an ISP or other can or is making today (revenue stream) or expense comes will have to be assessed. If they're not 'allowed' to charge it directly, it will be hidden in some other fee.

TANSTAAFL = There Aint No Such Thing As A Free Lunch
--
Canada = Hollywood North]]> http://www.dslreports.com/forum/remark,20387652 Fri, 25 Apr 2008 18:03:45 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20386910 james : Well, some do already charge you to be a "member" and then charge you usage fees. Gyms for example.]]> http://www.dslreports.com/forum/remark,20386910 Fri, 25 Apr 2008 15:58:04 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20386497 Skippy25 : You mean like the way they already worked the cost of every employee they employ to perform any service including the janitors into their current charges?

This is yet another cost of doing business they are working in below the line. ]]> http://www.dslreports.com/forum/remark,20386497 Fri, 25 Apr 2008 14:43:46 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20386191 KrK : Personally, I find them handy and like automated systems, for what they are. They are useful and quick... beats the long hold times.... And I also understand the business saving money too... it's a win/win all around.... AS LONG AS when I really *DO* need a customer service Rep, THEY ARE THERE.

IE if you can't use the automated system due to some problem, and need to speak to a rep, if they are there, then that's what I call good service. Even a few minutes hold is ok... but being told to call later, or huge wait times, or FEES for talking to the Rep... No way. That's really crappy customer service.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!)]]> http://www.dslreports.com/forum/remark,20386191 Fri, 25 Apr 2008 14:01:28 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20386089 en102 : This is one of the reasons companies prefer to do autopay (credit card to check). Less staff, lower cost. Benefit to the consumer... nothing really - having to deal with a 3rd party billing system (ie. credit card company) to handle screw ups.
Customer service has been offshored where it still exists to a certain extent (scripted service).
--
Canada = Hollywood North]]> http://www.dslreports.com/forum/remark,20386089 Fri, 25 Apr 2008 13:44:20 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20385966 KrK :
said by spewak See Profile :

Where are we going as Human beings? When is enough, enough?
It's greed. Companies these days want to take your money but they don't want to have to pay for employees. They want the sheer minimum number of employees possible, so they want to massively under-staff. Results are things like "You must use the automated system or pay us extra" .... OR long wait times on hold.

Wait till you get some real winners in customer service.... They have messages that say "We're experiencing high call volume.... Please use the automated system, or try your call again later." If you CAN'T use the automated system, (because they screwed up and you have to fix it) they hang up on you.

High call volume = We don't hire enough people to answer the phones, and we don't care because we don't have sufficient competition, and you're not going anywhere.... so suck it down, deal with the crappy service we give you....
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!)]]> http://www.dslreports.com/forum/remark,20385966 Fri, 25 Apr 2008 13:27:21 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20385665 en102 : It will only be enough, when companies can charge you for merely existing. Oh wait.. its called taxes ;)
--
Canada = Hollywood North]]> http://www.dslreports.com/forum/remark,20385665 Fri, 25 Apr 2008 12:45:36 EDT Re: What is going on? http://www.dslreports.com/forum/remark,20385527 jc100 : I guess if I can understand the person and the job stays in the U.S., its a small price. However, if the call center gets outsourced to Ali Baba in India where I can't understand a word, then I've got issues. With as many jobs as we see going overseas, we need to find ways to keep them here. At least the companies are being upfront about it, instead of working the cost into the bill automatically. Still, I wish things didn't have to come to that.]]> http://www.dslreports.com/forum/remark,20385527 Fri, 25 Apr 2008 12:25:08 EDT What is going on? http://www.dslreports.com/forum/remark,20385501 spewak : Where are we going as Human beings? When is enough, enough?
:(
--
The weekend is here, grab a can of beer! ]]> http://www.dslreports.com/forum/remark,20385501 Fri, 25 Apr 2008 12:21:22 EDT