piov_l9
join:2005-03-28
Pickerel, WI | reply to ColMustard3
Re: [Packet 8] Customer service doesn't like me
Your posting as
"anonymous" is even funnier. Voip Voip and away!! |
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ATG27
@152.20.x.x | reply to piov_l9
Man piov...
You must the the guy that did it to him
I especially like your comment about treating others like you want to be treated and then posting "Boring.....next topic please"
Hahahaha |
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piov_l9
join:2005-03-28
Pickerel, WI | reply to ColMustard3
Boring.....next topic please |
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ColMustard3
join:2004-07-16
Folsom, CA | reply to ColMustard3
Still have not heard back from Richard of Packet8.
No eamil. No voice mail. |
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ColMustard3
join:2004-07-16
Folsom, CA
| reply to ColMustard3
Update:
I was contacted by a Packet8 supervisor named Richard on Tuesday. He was very professional and assured me that they take this matter very seriously.
I provided him the emails from the CSR and the one I posted along with header info. He is currently investigating and I'm still waiting to hear back the with results.
Will post more when I know more. |
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rizzo2dial
Premium
join:2004-08-05 | reply to sunrocket user
Re: We Apologize
said by sunrocket user:
How did it get resolved in the end
No pun intended?  |
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sunrocket user
@comcast.net | reply to laserjobs
How did it get resolved in the end |
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laserjobs
Premium
join:2004-05-02
Las Vegas, NV
 ·Cox HSI
| reply to ropeguru
said by ropeguru  :said by roastedbagel :Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to. Easy fix... Only allow the CS reps to have an option to generate a random password and not be able to change it to anything they like. Once this password is generated, it is automatically emailed to the customer and after the customer logs in they can then change it to what they like?? It is really not THAT difficult.. Better yet only allow the CSR to set the password to a default one like "asshole" |
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
 ·VOIPo
| reply to roastedbagel
said by roastedbagel :Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to. Easy fix... Only allow the CS reps to have an option to generate a random password and not be able to change it to anything they like. Once this password is generated, it is automatically emailed to the customer and after the customer logs in they can then change it to what they like??
It is really not THAT difficult..
--
FWD#: 223611 |
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roastedbagel
join:2004-09-16
West Palm Beach, FL
| reply to meb
said by meb :said by P8Support :We do not tolerate this behavior ... What has Packet 8 done to ensure something like this won't happen again? What can any company do to make sure something like this doesnt happen again? What if it was his last day, knew he could somehow get caught (his login into the database, etc.) but just didnt care since it was his last day. Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to. All that can be done is if this were to happen again, just find out the tech who worked on the customers case when they called in, which would most likely be the culprit. All in all, theres no way to "prevent passwords from being reset to obscenities". |
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meb
join:2002-12-12
Potomac, MD
| reply to P8Support
said by P8Support :We do not tolerate this behavior ... I guess we can assume the CS rep that took ColMustard's call was responsible. What has Packet 8 done to ensure something like this won't happen again? |
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lmjh7065
Premium
join:2001-04-04
Cincinnati, OH
·QuantumVoice
| reply to ColMustard3
Re: [Packet 8] Customer service doesn't like me
Would it help to start a new thread entitled: Assholes Anonymous"?
But that wouldn't work since they still would know that I was one.
Seriously, I think that anyone dealing with the public, especially over the phone, has a rough job. Please treat them with respect, after all your problem probably isn't their fault. CS reps are not there to be your whipping boy. You can't pay me enough to endure some of the crap I've seen/heard dished out. My philosophy has always been that if you don't dole it out, then you don't have to take it either. What will we do when everything is self-service and automated? |
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laserjobs
Premium
join:2004-05-02
Las Vegas, NV
·Cox HSI
| reply to Sandman5
said by Sandman5 :said by laserjobs :The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password. Sorry, but I'm going to have to disagree with you. That's not the CSRs "job" at all. In my household, my wife takes care of telling me that I'm being an asshole. Well I hear Packet8 is hiring CSRs if she needs a job.  |
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Sandman5
Premium
join:2002-07-10
Brookline, MO
clubs:
| reply to laserjobs
said by laserjobs :The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password. Sorry, but I'm going to have to disagree with you. That's not the CSRs "job" at all.
In my household, my wife takes care of telling me that I'm being an asshole. |
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laserjobs
Premium
join:2004-05-02
Las Vegas, NV
·Cox HSI
1 edit | reply to ColMustard3
Word of Advice: Lighten Up. So someone calls you an asshole, maybe you were one at the time. I would laughing and say "I guess I was being an asshole, that was a good one.". The only reason someone would be getting upset over this would be their stupid pride. Boo Hoo Hoo they hurt my pride. Waaaaa doesn't he know who he's taking to?
The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password. |
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Taranis
join:2001-12-06
Mount Vernon, WA
| reply to k_o
Having "Soft Skills" isn't a cure-all for every irate customer. I'd like to see a few of the people I've dealt with over the phone talk and act to me in person the way they do on the phone. Most don't have the balls..
I have my own "Rules of Thumb" when it comes to irate people. First, as a CSR, it is my job to make their problem my problem and get them onboard with me to solve it - in other words, make the customer part of the solution. That, in itself, is usually enough to calm them down and get to the bottom of the problem - and eventually, the solution.
However, when a user becomes "short" (and I'll leave that open to interpretation), at that point the door begins to close, so to speak. Either talk to me in a civilized, respectful manner - as you want me to treat you, or be prepared to get disconnected. The line in the sand is when the customer becomes so beligerant, that I will never figure out exactly what the problem is or how to satisfy the customer himself. At that point, I simply state: "I will no longer deal with you on the phone and put up with your personal insults and caustic attitude. I advise you to hang up, calm down, and when you're in a more approachable frame of mind, call me back, and I'll be more than happy to help you." *click*
Every single time the customer's called back, they've been ready to get to work on the problem, and know how far they can take having an attitude with me.
Bottom line: Just because you're a "customer" does NOT give you the right to walk all over someone else. When you do, you deserve what you get.
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k_o
Que Hora Es?
Premium
join:2002-12-05
Lakeport, CA
clubs:
| reply to Joe Newbie
While your post could easily be applied to the Rants n Raves forum, and you are verging on troll status with restating your opinion, I want to respond.
I, too have been on both sides of this stick.
Customers who are unhappy or worse:
Soft skills training.
This is the skill a CSR will have to develop, and hopefully trained with.
Soft skills help you work with the customer, even when they insist on using you for free therapy.
Soft skills is the process of sticking to the issue at hand.
Soft skills protect a thin skin.
Soft skills prevent people from dumping on you.
--
DC Cruncher for Teams ECO & Starfire * MoveOn * MysteryLake.com hosted by gottadeal.com |
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lmjh7065
Premium
join:2001-04-04
Cincinnati, OH | reply to roastedbagel
Richard Cranium is selling hydro-power without a license to kill. |
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pcdebb
RIP dadkins
Premium
join:2000-12-03
Tampa, FL
clubs:
| reply to payload6976
said by payload6976 :you got to remember these people are just some underpaid over worked soul who takes call after call, people screaming at them, using incompetent OSS's and deal with problems outside their control, take easy on them, it could be worse. first of all, these souls accepted the underpay to work at this job to take call after call. it's not like it was a surprise to them when they go to work everyday, and most call centers like this pay pretty decent to my knowledge. when the customer pays their bill every month, they expect the service and courtesy from the company, after all, we the customers are paying their wages. i dont know the full deal on his phone call, and again, it's irrelevant. when that csr took that job, he/she knew what was up. anybody in the customer service, retail, hospitality, etc or any job industry having customer contact, knows that when dealing with customers it will not be sunshine and kittens all the time. that is when the real skill comes in. in this job you HAVE to know how to deal with customers all the time, no ifs ands or buts about that. i'm sure his headset had a mute button, once the call ended, that should have been the end of it.
--
babbling | mvm |
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roastedbagel
join:2004-09-16
West Palm Beach, FL
| reply to PCInTech
said by PCInTech :said by roastedbagel :I tend to make dam good money with not having a college degree, and I happen to love my job too. Yes, there's a lot of money and satisfaction in Hydropower. I dont get it  Guess a college degree would be good at a time like this |
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