 |
 |
 |
|
Re: Customer service by phone
Alan, I do here you, actually. The issue here is that your approach is not the typical approach of end users, but you seem to think it is. Being a 'senior customer service rep' makes this real chilling as what are the freshman reps doing? Why are there levels? Is customer service such an monumentally diffcult career that levels are required to handle the large call volume? There are different levels of issues = that's no different than recognizing that a Programmer Analyst 1 may not be able to handle a situation a Programmer Analyst 2 can handle. As a matter of cost controls, you do NOT want every agent able to make concessions (read: giveaways) to the customer. Some agents need to, if you have any flexibility in your policies. And as I said, MOST of the calls my unit gets are easy-to-handle issues that wouldn't require a call if the customer was willing to read and follow written instructions they already have.
This brings up a couple of issues, the first which comes to mind is that what ever solutions are made, this information does not go upstairs to have the website updated to reduce the call volume I can only speak for my experience - and we spend a tremendous amount of time and money updating the website. All of our agents and customers have the ability to suggest additions and changes, and many do so. We WANT to reduce the call volume, in part becase the larger the queues, the longer each individual call takes, and the worse the queue gets.
The idea that I will sue you or that I require compensation for my inconvience is the most laughable part of your defense, as I will not sue you or ask you to write me a check, but I can do far more damage by not giving your company any more of my money, which if you are selling millions of these things may not seem like a big deal, but since I am on the internet I can tell a potential audience of millions why I do not like your product and why I don't think it is a good choice for them. Unfortunately, it's not laughable - I handle these calls every day, repeatedly. Again, this is a difference in your approach and the way other people respond. We're very aware of the value of word-of-mouth - our company is built on it. Our agents are trained to recognize that it's the most important thing to remember in a call. We try to bend over backwards to support our customers, because we don't have jobs without them, and our customers have trusted us. Unfortunately, many people DO still look for advantage, and many threaten agents with badmouthing the company as well as yes, lawsuits and demands for compensation. I wish it was otherwise, because these people make the situation worse for all customers. And I do recognize that not all companies implement their CRM as efficiently, and with the goal of superior customer service. Nonetheless, to imply that ALL consumer companies fall down on website design and customer service does an injustice to the thousands of people who actually care, despite the presence of chronic complainers and scam artists.
|
