topic Re: Service in Q Talk

Service

Gkhm — Sat, 05 Mar 2022 17:37:30 GMT

I have had several issues lately and 3 to 4 of the people that I talked to acted as if they were doing me a big favor by addressing my issues. I was very polite, asked them if they might be able to explain my issues to me and thanked them profusely, but I came away feeiling as though I was the problem. I found this very troubling.

Has anyone else experienced this?

Re: Service

ValuSkr — Sat, 05 Mar 2022 17:52:13 GMT

Did you think someone else was to blame? We often do. It's hard to be objective about such things.

Re: Service

rms1954 — Sat, 05 Mar 2022 18:02:52 GMT

@Gkhm wrote:
I have had several issues lately and 3 to 4 of the people that I talked to acted as if they were doing me a big favor by addressing my issues. I was very polite, asked them if they might be able to explain my issues to me and thanked them profusely, but I came away feeiling as though I was the problem. I found this very troubling.
Has anyone else experienced this?

I usually get someone that speaks very kind and considerate to me. Every so often I will get someone who is a little more abrupt. But all in all, I come away very satisfied. Maybe reconsider your suggestion and make a change.

Re: Service

Kachina624 — Sat, 05 Mar 2022 19:44:31 GMT

@Gkhm Where did this happen?

Re: Service

Gkhm — Sat, 05 Mar 2022 19:54:32 GMT

No, just things that I had questions about. I wasn't accusing anyone of anything...one was informing them of item sizing being unavailable...in many instances...causing many returns. It was just something they needed to get fixed. I knew it wasn't the persons fault that I was speaking to.

Re: Service

Foxxee — Sat, 05 Mar 2022 20:10:19 GMT

I have had a few like that. Now, I do everything possible to avoid them.

Next time, email the Social Team at QVCSocialTeam@QVC.com.

They are the best. Rapid response and very polite.

Re: Service

Kachina624 — Sat, 05 Mar 2022 21:36:05 GMT

@Gkhm I think many people are not aware of how a customer service center operates. I worked in a JC Penney Catalog & CS Center. Every move the reps make including trips to the bathroom are recorded. This includes the number and length of each call, and the employee's performance is judged on these statistics.

They are set up and trained to solve problems quickly then move on to the next call. Idle chitchat about problems such as you mention is not encouraged. Such complaints are better handled through other avenues; an email is probably best. I can understand why they may have been brusque with you.

Re: Service

Gkhm — Sun, 06 Mar 2022 03:11:38 GMT

Believe me when I say I was not after "idle chitchat"... only solutions to problems.

Re: Service

Gigijean — Sun, 06 Mar 2022 20:44:09 GMT

It’s called customer “service” for a reason. No one should ever come off a call feeling that way.