tag:blogger.com,1999:blog-14245531.post115714256876248051..comments2023-11-18T01:21:55.631-05:00Comments on My Open Wallet: Customer Service StoryMadame Xhttp://www.blogger.com/profile/11536189690094235926noreply@blogger.comBlogger8125tag:blogger.com,1999:blog-14245531.post-1167366931099157122006-12-28T23:35:00.000-05:002006-12-28T23:35:00.000-05:00I just read this, and it made me laugh. Not becau...I just read this, and it made me laugh. Not because you had a bad experience, but because I am actually a Verizon Customer service rep! That person should never have treated you that way, and I hope they got reprimanded. In actuality, that service you asked for we probably only sell about 1 time per year (per rep), so I understand someone becoming confused about the price. And we do get a lot of crap, but we get paid really well-that is the only way any of us stay in that job.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157825635975987072006-09-09T14:13:00.000-04:002006-09-09T14:13:00.000-04:00Grrr...I had steam coming out of my ears on your b...Grrr...I had steam coming out of my ears on your behalf.SMBhttps://www.blogger.com/profile/08929907537266948108noreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157470761011283142006-09-05T11:39:00.000-04:002006-09-05T11:39:00.000-04:00that's happened to me more than a few times over t...that's happened to me more than a few times over the years. the hanging up when they don't seem to like the call, the disconnection at point of pick up or 'transfer'or'hold', as well as being hung up on when i have only just begun to speak....<BR/><BR/>quite enraging. i try to cool off (or not!) and then call yet again.<BR/><BR/>i am sure you will, and i always do -- make sure you actually get the promised credit!<BR/>it's happened to me where they don't even finally give you what they finally promise. and then you get to call again!<BR/><BR/>~i.b.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157379953572388812006-09-04T10:25:00.000-04:002006-09-04T10:25:00.000-04:00I liked his "compliment the difficult customer and...<I>I liked his "compliment the difficult customer and offer a few extra bucks to get them onside again" trick. It must be taught in Supervisor 101 class. ;)</I><BR/><BR/>Calmly stating your problem and expecting quality service and delivery of goods and/or services promised are considered behaviors of a "difficult customer"?<BR/><BR/>Well, I'll be...<BR/><BR/>Glad that you were given the credit for the error. Thanks for the YoYo reference!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157185664798031802006-09-02T04:27:00.000-04:002006-09-02T04:27:00.000-04:00I, too, would be really p*ssed off by getting hung...I, too, would be really p*ssed off by getting hung up on, but I can see the CSRs point of view too...<BR/><BR/>I can imagine that the customer service rep had been "empowered" to deal with such cases only as far as reiterating the company policy (as far as CSRs are concerned) that pricing is fixed ad nauseum. They often have been coached to "resolve" issues themselves, and get monitored on how often they have to pass the buck on up to their manager. So, having told you several times that she wasn't able to alter the price, her only choices were a) disconnect you (and probably not suffer any adverse effects, as they would have a hard time finding out which CSR you had talked to if you didn't get a name), or b) pass your call on to her manager, and have that automatically logged in her call stats. This could cost her a tiny weekly bonus.<BR/><BR/>As far as I can see her only mistake was chickening out and just hanging up, rather than saying "Sorry I can't help you" and THEN hanging up before you could start repeating yourself (again). Maybe that was what she was trying to do, and you just started speaking before she could disconnect your call ;)<BR/><BR/>ps. They are monitored on average call times, so she was also under pressure to terminate calls asap if they're going round in circles. Especially if she had no chance of cross-selling or up-selling you something!<BR/><BR/>pps. My favourite CSR trick is when they disconnect you as soon as you get through after being on hold for ten minutes - this appears in the call stats as an abandoned call (it doesn't record if you or they hang up), and helps them clear the queue and reduce their average call time.<BR/><BR/>ppps. You can't really compare the supervisor response to the CSR, as he has discretion to spend money to keep you happy, whereas the CSR doesn't have that option.<BR/><BR/>pppps. I liked his "compliment the difficult customer and offer a few extra bucks to get them onside again" trick. It must be taught in Supervisor 101 class. ;)enoughwealth@yahoo.comhttps://www.blogger.com/profile/09371028394685288035noreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157147667420889532006-09-01T17:54:00.000-04:002006-09-01T17:54:00.000-04:00A good customer service rep's mission should be to...A good customer service rep's mission should be to leave you feeling happier after you've had a problem with their company than you were before the problem came up.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157145704806350952006-09-01T17:21:00.000-04:002006-09-01T17:21:00.000-04:00Oh! I hate when that happens. I can empathize wi...Oh! I hate when that happens. I can empathize with a call center rep having a bad day - but PLEASE - you have a hold button - use it, take a few breathes, then come back on the line and at least pretend to transfer me to the supervisor - then hang-up on me...<BR/><BR/>I thought that trick was taught to them in Intro to Call Center 101!<BR/><BR/>But seriously, it does stink to be the customer having a problem and having to deal with the customer service system. Bad Verizon experiences is one big reason why I finally ditched the landline and went with Vonage via Comcast Broadband. Now I just have to deal with the Comcast customer service folks...<BR/><BR/>It will all be better once you get into that new home of yours!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-14245531.post-1157143728252203572006-09-01T16:48:00.000-04:002006-09-01T16:48:00.000-04:00Woah, I can see why you nearly blew your stack. Co...Woah, I can see why you nearly blew your stack. Congrats on staying level-headed and getting a better outcome that you expected originally. I've been hung up on by a customer service rep before when we were dealing with an issue that was difficult for her. Ever since that time, I always have a pen ready when I can a 1-800 line to jot down the name or rep number of the person who answers the phone. They typically identify themselves at the beginning of the call. So far I haven't needed that info since the hang-up incident, but I'm glad I log it just in case!.https://www.blogger.com/profile/13595367207712520382noreply@blogger.com