Joe Newbie
join:2000-10-30
Los Angeles, CA
| reply to Sly
Re: [Packet 8] Customer service doesn't like me
I used to work in customer service, and let me tell you, people suck. You're talking to a CS rep, and because you're on DSL reports, you obviously know more than them. You're a jerk, and you know you're being a jerk, but you also think that you're being subtle about it, and that you're so much smarter than the customer service person that they don't know you're being a jerk. They know you're being a jerk, they're just not allowed to tell you. Most of the time they know exactly what the problem is, and they're not allowed to tell you because of some stupid mandate from head office or a ridiculous script they are forced to follow. Is it possible that every one of the first line techs thinks that power cycling solves every problem? No, but the computer says "Say this" and that's what's said, or there's trouble.
Don't be short with a CS rep.
They're people that are forced to treat you nice even though you're an asshole. If it becomes obvious that their script won't help you, ask to be escalated. If their script tells them they must follow the next 20 ridiculously stupid steps and then suggest that you reformat and reinstall windows before they're allowed to escalate you, then ask them to pretend you've become an incredibly irate ass and that they pass you on to the next level. Explain that you don't want to actually be an incredibly irate ass, but you realize that the squeaky wheel gets the grease and that you'll fake it if you have to. Honey always attracts more than vinegar, and make it clear that you're on their side and want to make this whole process as easy on everyone as possible.
And lastly, think about it. Would you like someone fired about this or not? In cyberspace it seems ok, but what if you were right there? I used to manage a used record store, and people would occasionally complain that they weren't offered a fair price on their records to sell. No one forced them to accept our offer, they could keep their records instead if they preferred, but every time someone asked to talk to a manager about the offer placed, and complained it was unfair, I explained that they didn't have to take the offer, and if they continued to complain, I fired the buyer on the spot in front of the customer. Told the employee to go get their stuff out of their locker and leave, and then explained that with no buyer on duty, we couldn't purchase the customer's records at the time, and they'd have to come back later. Of course 20 minutes later, the employee came back, and returned to work, but the customer was occasionally satisfied with the result, and that's good enough, although I admit I preferred when they were horrified, and I told them that the customer was always right, and thus Mike and his 3 kids had to be let go.
So, Asshole, if the person that did this gets fired, will that sate your anger? What is the cost of being called a name? If the tape of your conversation was played in court, would the jury see that the name was completely beyond reason, or is it only beyond reason because CS is supposed to put up with the customer no matter how outlandish they become?
And then again, on that last day, it's open season, so who knows what might have happened. |
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cbrain
join:2000-05-21
Silver Spring, MD
 ·VoicePulse for Bus..
 ·Verizon FIOS
 ·Comcast
·Future Nine Corpor..
·VoiceStick
| Hey Joe, … Did you read your post before sending?
You seem to be saying the CS rep knows how to fix the callers problem, but company policy does not permit them to help. All callers are jerks and more knowledge makes the caller a bigger jerk. That CS rep can escalate the problem to real help when the caller becomes a jerk, but the caller should know to lie to you instead. I’m not advocating anyone be a jerk but you make it sound like the only way to real help. Who is the real jerk here?
I’ve been on both sides. I think I understand what you are trying to say but I can only conclude from your post that being a jerk, either for real or by lying, is the only road to help. You are then frustrated when callers become jerks.
Sounds like getting fired from a job like this is salvation. |
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M00T
join:2005-01-19
Vienna, VA
| said by cbrain  :Sounds like getting fired from a job like this is salvation. Or... being promoted out of it. |
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Rule62va
@cox.net |  reply to Network Guy
supervisor review of the call: 
"Excellent communication and extra points for the visual aid!" |
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gabbin
join:2005-03-29
Waldo, FL | reply to ColMustard3
 At least u got them to reply-they don't reply to my emails!On the phone they are completely useless! |
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payload6976
join:2003-11-12
Drexel Hill, PA
| reply to ColMustard3
i work for a service provider, and anytime we make a change in the system our user id is logged, you should research this, they can find out who did it.
Also, on a side note, it just doesn't help to get pissed and irate at CSR's, cause this sort of stuff will happen to you.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. |
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IanR
join:2001-03-22
Madison, NJ
1 edit | reply to ColMustard3
Well we seem to have established the following:
1) There was a genuine problem which needed fixing
2) The password was changed inappropriately by a csr
3) P8 need to and I am sure they will discipline the csr reponsible
4) The poster was "economic with the truth" in his initital posting, but finally came clean, that he was "short" with the csr employee. We can only guess at what was said. I hope P8 can access a tape so they can use this example to train their employees in how to handle customers in such difficult situations (difficult for csr).
5) P8 Support has aplogized and detailed their company policy. I am sure he will continue to follow through o this matter so the customer is ensured of proper treatment.
What I take out of this is that despite all the temptations being "short" with a csr (especially on the first "go around") is easy to do, but not the best alternative. If, as a custoer, we don't feel we are getting the appropriate response/actions, we should ask to escalate the matter to a higher level. |
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voiplover
Premium
join:2004-05-28
Portsmouth, NH
·callwithus
·Axvoice
| said by IanR :Well we seem to have established the following: ... 2) The password was changed inappropriately by a csr 3) P8 need to and I am sure they will discipline the csr reponsible 4) The poster was "economic with the truth" in his initital posting, but finally came clean, that he was "short" with the csr employee. We can only guess at what was said. I hope P8 can access a tape so they can use this example to train their employees in how to handle customers in such difficult situations (difficult for csr). 5) P8 Support has aplogized and detailed their company policy. I am sure he will continue to follow through o this matter so the customer is ensured of proper treatment... IanR, Not to be argumentative, but anybody that had access to his account could have changed his password - RIGHT?
P8 will know sooner or latter. I can't even guess how many people have handed over passwords and user names to me to resolve issues, and you tell them to change it when you leave  But... |
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IanR
join:2001-03-22
Madison, NJ | That's always possible. |
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voiplover
Premium
join:2004-05-28
Portsmouth, NH | I think that it is more likely!
I still got a good chuckle,  but I hope it wasn't at the cost of some innocent party. |
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laserjobs
Premium
join:2004-05-02
Las Vegas, NV | reply to ColMustard3
Did anyone else notice P8Support is back? |
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roastedbagel
join:2004-09-16
West Palm Beach, FL
| reply to ColMustard3
Why do I always see people here saying how techs are probably "underpaid", and "hating their job/overworked", etc. I am a CSR and personally I tend to make dam good money with not having a college degree, and I happen to love my job too. Just cause a tech changes your pw to asshole doesnt mean he's hating life and miserable, on the contrare, he was probably cracking up and loving it, showing all his friends when he did it too! |
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PCInTech
In another place and time.
Premium
join:2004-06-07
Massena, NY
clubs:
·VoicePulse
·RoadRunner Cable
| 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. |
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roastedbagel
join:2004-09-16
West Palm Beach, FL
| 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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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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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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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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Taranis
join:2001-12-06
Mount Vernon, WA
| 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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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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Sandman5
Premium
join:2002-07-10
Brookline, MO
clubs:
| 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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