While there's no shortage of studies examining consumer satisfaction, research firm Marchex has added a new wrinkle in analyzing which companies wind up with the most users swearing at them over the phone. According to the firm's latest study, satellite companies take top honors in being the most curse-inducing, with one out of every 82 calls resulting in users cursing at the company. The cable industry takes third place, with one out of every 132 phone conversations resulting in the consumer swearing at the company.
The study looked at more than 1.2 million phone calls placed to businesses by consumers over the last 2 years.
"We conclude that television providers prompt consumer ire for two reasons. First, long hold times are frustrating and some of the cursing the study detected was during these wait times," notes Marchex. "Second, consumers don’t appreciate being surprised about price or level of service and want products and services with easy-to-understand pricing."
Obviously it's executives that create annoying policies, skimp on support quality, or impose obnoxious new fees, so your ire directed at an employee who is just reading a script isn't likely to get you anywhere.
Especially when they don't understand the issue or my abilities
I like to troubleshoot things myself these days. Customer service these days is all but useless.
I don't call customer service unless I know it's something on their end. But they treat me like I'm stupid with an IQ of 65 and don't know any better and make me go through the troubleshooting steps (that I've already done) and then blame my equipment. NO ITS THE PERSON ON THE OTHER END OF THE LINE THAT DOESNT KNOW ANY BETTER. I especially hate it when you know more about the issue than the CSR.
Too bad they cannot "note my account" that I'm a customer with advanced technical knowledge/troubleshooting abilities and by the time I'm calling customer service it requires intervention by the company.
A new low for me is I'm out $232 and change because of a software flaw (causing it to interrupt live TV to record enhanced programming) in the DirecTV TiVo and multiple CSRs at D* didn't know what the heck I was talking about. I ended up paying $99 to get an H25 from Solid Signal and am going to use the Genie for recording and the TiVo is going back to D* as soon as I get my recovery kit. -- I've experienced ImOn (when they were McLeod USA), Mediacom, Comcast, and Time Warner and I currently have DirecTV. They are much better than broadcast TV.
Re: Especially when they don't understand the issue or my abilities
Heh my co-workers finally took over calling Comcast and Charter because almost every call would get to the point where I told them how fucking stupid they were. Every single time we try and deploy a firewall for a customer on Comcast and Charter's network it ends up as a complete and total clusterfuck. We're very clear in that we require a Public IP address that MUST be routed to our equipment. Every time we do this they turn on NAT and it takes talking to 7 complete morons to get them to understand that they need to turn NAT off and route the IPs to us. -- I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.
Heh my co-workers finally took over calling Comcast and Charter because almost every call would get to the point where I told them how fucking stupid they were. Every single time we try and deploy a firewall for a customer on Comcast and Charter's network it ends up as a complete and total clusterfuck. We're very clear in that we require a Public IP address that MUST be routed to our equipment. Every time we do this they turn on NAT and it takes talking to 7 complete morons to get them to understand that they need to turn NAT off and route the IPs to us.
I went trough the same thing. Had to call the ISP for each one and explain the difference between bridge and gateway. It always got initially setup for NAT.
Blob -- Don't try to follow me, I have a cab waiting. EEEEEEEEradicator!
I have had "electrical engineers" with "multiple degrees" call in and refuse to troubleshoot and insist was on our end, troublecalls end up being customer equipment because they left tv unplugged. The reps are not asking you the questions because they think you are stupid, they ask you the questions because 1. you COULD miss something, and 2. they are required to by company policy. Customer service cannot assume everyone knows all about how services work and cannot assume you know nothing at all.
Re: Especially when they don't understand the issue or my abilities
how are CSR's doing nothing? Some may be reading off a script but it isn't an easy job to do, not saying everyone that does it is perfect, same with any job you have good people and bad people, but it isn't an "easy do nothing" job.
2014-Jan-15 9:18 pm: ·
KrK Heavy Artillery For The Little Guy Premium join:2000-01-17 Tulsa, OK
Try doing it. Imagine if 99% of your clients were only calling you because they were already mad about something. Would make for a rough day.
This is why I am very nice and polite to CSR. I know they are about to get 10 rude people as soon as I hang up! -- "Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
The creepier story here is the NSA style monitoring that allows Marchex to provide these types of analytics. All calls are being recorded and analyzed for commercial (or whatever we want) purposes" seems like a more accurate disclaimer.
I've "sworn" off cable/satellite/etc TV service entirely for years due to their totally unsatisfying and annoying and way-too-costly services. OTA, Internet streaming (and even DVD/BR discs on occasion), and--of course--reading are way-more-satisfying & way-less-expensive methods of entertainment. Plus, I almost always get exactly what I want when I want it, as opposed to having bunches of channels that I still have to pay for but never watch.
I'm one of those that spewed vitriol at my cable company. They made me lose two personal days by sending over unsophisticated techs who couldn't fix my issue the first time. I had to wait at home doing nothing.
I wish they would take that into account. Those who can't wait 10-20 minutes for phone support will always be implacable. But wasting a personal day from work has all sorts of negative implications.
Equal Opportunity Curser Like Dexter's sister, I believe any phone conversation is enhanced by inserting strings of obscene slang at random times, even more so if you call me. Thought about recording it for voicemail, but it doesn't have the same cathartic effect as tearing a new one in to some innocent CSR's day. Fuk'um if they can't take a joke!*
* I can actually make a marine blush, but try not to offend people doing their best to help me. Even when frustrated a calm and polite tone can sometimes elicit that second effort that MAY successfully solve the problem...if not a yell at the TV, which rarely notices.