Thursday Morning Links Thursday Jan 29 2015 07:30 EDT |
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Flyonthewall
Anon
2015-Jan-29 8:06 am
Building a basis for customer serviceIf you don't respect your employees, that attitude is going to extend to your frontline. Particularly if you punish employees for things that are beyond their control. You can't retain a customer if you never had a good relationship to begin with. And just because they buy something from you doesn't mean they are doing it because you're just an awesome company, they may have no other choice if they want 'service'. This just points out how screwy it is and how much worse it will get if they merge. | |
| | KearnstdSpace Elf Premium Member join:2002-01-22 Mullica Hill, NJ |
Kearnstd
Premium Member
2015-Jan-29 1:01 pm
Re: Building a basis for customer servicePart of the issue you see comes from a horrible little gift to the world of phone CSRs known as Metrics. Metrics are numbers a CSR has to meet or they get talked to, written up or even fired.
I suspect most metrics are crafted by people who have never worn a headset and taken a flamethrowing from a customer ever in their working life. And when customers start to insult you personally the care meter for them goes down quite a bit.
But without the recording of the call we do not know if the customer is lying about being civil. Or what their history is. | |
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bobjohnson Premium Member join:2007-02-03 Spartanburg, SC |
Not for no reason, but still awfulYou never know what actually happened to cause a CSR to do that, but whoever it was isn't very smart. "Comcast is also revisiting the training it provides to its representatives to make sure that customers are treated with respect" IOW, make sure you put that stuff in the internal notes and not on the bill... | |
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Flyonthewall
Anon
2015-Jan-29 12:23 pm
Re: Not for no reason, but still awfulCustomers are allowed to request the notes on their accounts, it's their information; I wonder if Comcast would survive that kind of request? | |
| | | KearnstdSpace Elf Premium Member join:2002-01-22 Mullica Hill, NJ |
Kearnstd
Premium Member
2015-Jan-29 2:24 pm
Re: Not for no reason, but still awfulI would imagine the typical customer is too dumb to know about the notes, After all many cable customers are so dumb they think their computer monitor saying "No Signal" means their service is down. | |
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Flyonthewall
Anon
2015-Jan-29 9:43 am
Vexbox is modern parentingI like the idea, though most routers also come with the ability to totally block a device right off, like mine does. My son starts getting out of line, he discovers what it's like to live in 1975, without internet at all. That usually gets him back into line promptly. | |
| | BiggA Premium Member join:2005-11-23 Central CT |
BiggA
Premium Member
2015-Jan-29 5:21 pm
Re: Vexbox is modern parentingYeah, it's really for people who don't know how to get into their router. There's all sorts of throttling and blocking capabilities in there. I'm sure you can do a lot, especially with something like DD-WRT. 56k throttling is pretty funny though. | |
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Kuro
Member
2015-Jan-29 9:44 am
Tons of AT&T and Verizon customers may no longer have 147;broadband148; tomorrowI'm all for them redefining broadband but I think they also need to look at defining speeds for the term High Speed Internet also. | |
| SimbaSevenI Void Warranties join:2003-03-24 Billings, MT ·StarLink
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FTC fines TracFone Wireless $40M for throttling customersHmm.. So they were throttled for using =>3-4GB/month? Are they still able to receive data? If yes, then technically it is unlimited data.
Now, if they were cut off after that amount, then it's a different story. I just hope this doesn't funk up my unlimited data.
BTW: I was throttled only ONCE in the 2 years I was with them, but it was still usable. | |
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