laserjobs
Premium
join:2004-05-02
Las Vegas, NV
 ·Cox HSI
| reply to Sandman5
Re: [Packet 8] Customer service doesn't like me
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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lmjh7065
Premium
join:2001-04-04
Cincinnati, OH
 ·QuantumVoice
| reply to ColMustard3
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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meb
join:2002-12-12
Potomac, MD
| reply to P8Support
Re: We Apologize
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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roastedbagel
join:2004-09-16
West Palm Beach, FL
| 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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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
·VOIPo
| 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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laserjobs
Premium
join:2004-05-02
Las Vegas, NV
·Cox HSI
| 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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sunrocket user
@comcast.net | How did it get resolved in the end |
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rizzo2dial
Premium
join:2004-08-05 | said by sunrocket user:
How did it get resolved in the end
No pun intended? |
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ColMustard3
join:2004-07-16
Folsom, CA
| reply to ColMustard3
Re: [Packet 8] Customer service doesn't like me
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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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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piov_l9
join:2005-03-28
Pickerel, WI | reply to ColMustard3
Boring.....next topic please |
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ATG27
@152.20.x.x | 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
Your posting as
"anonymous" is even funnier. Voip Voip and away!! |
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