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Flyonthewall
@teksavvy.com

Flyonthewall

Anon

Building a basis for customer service

If 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.
Kearnstd
Space Elf
Premium Member
join:2002-01-22
Mullica Hill, NJ

Kearnstd

Premium Member

Re: Building a basis for customer service

Part 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.

bobjohnson
Premium Member
join:2007-02-03
Spartanburg, SC

bobjohnson

Premium Member

Not for no reason, but still awful

You 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...

Flyonthewall
@teksavvy.com

Flyonthewall

Anon

Re: Not for no reason, but still awful

Customers are allowed to request the notes on their accounts, it's their information; I wonder if Comcast would survive that kind of request?
Kearnstd
Space Elf
Premium Member
join:2002-01-22
Mullica Hill, NJ

Kearnstd

Premium Member

Re: Not for no reason, but still awful

I 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.

Flyonthewall
@teksavvy.com

Flyonthewall

Anon

Vexbox is modern parenting

I 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

Re: Vexbox is modern parenting

Yeah, 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.
Kuro
join:2014-10-01

Kuro

Member

Tons of AT&T and Verizon customers may no longer have 147;broadband148; tomorrow

I'm all for them redefining broadband but I think they also need to look at defining speeds for the term High Speed Internet also.

SimbaSeven
I Void Warranties
join:2003-03-24
Billings, MT
·StarLink

SimbaSeven

Member

FTC fines TracFone Wireless $40M for throttling customers

Hmm.. 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.