topic Re: CS support person vs CS rep; do they have the same info? in Q Talk

CS support person vs CS rep; do they have the same info?

SahmIam — Sun, 13 Mar 2016 15:08:46 GMT

Recently when contacting QVC CS, I've spoken to a person who answers with "This is Sue, and I'm QVC CS support. How may I help you?"

Often then not, they're rude, short, and give info that is a 180 from what a QVC CS rep has said in the past. So, I hang up, call back and keep doing so UNTIL I get a QVC CS rep and the difference, again, is 180 from the previous call.

Am I the only one? Why not hire more QVC CS REPS if they are that overwhelmed?

Re: CS support person vs CS rep; do they have the same info?

Plaid Pants2 — Sun, 13 Mar 2016 15:14:59 GMT

There might be a hiring freeze.

Re: CS support person vs CS rep; do they have the same info?

GCR18 — Sun, 13 Mar 2016 16:05:22 GMT

Sounds like there are different levels in customer service. Likely different pay scales too. At work, we have four levels in customer service. Entry level that just enter orders. Advanced that work with the customer and do problem solving.

Re: CS support person vs CS rep; do they have the same info?

Spurt — Sun, 13 Mar 2016 22:30:16 GMT

QVC does what a lot of other companies are doing and are probably out source some of their CS work......and difference in expertise could be years of experience and training they receive and which of their Call Centers your call gets answered in....

I don't think QVC is going to hire more CS phone reps, they seem to be emphasizing online ordering and using their mobile app and are including the use of the % of electronic media and communication in their financial reports....

http://www.tcpalm.com/news/shaping-our-future/growth/qvc-shutdown-layoff-of-800-a-blow-to-local-economy-ep-1122066802-332508512.html

Re: CS support person vs CS rep; do they have the same info?

Desertdi — Mon, 14 Mar 2016 02:23:36 GMT

In every place I have ever worked, anybody with access to a telephone is also cross-trained to offer customer service.

Re: CS support person vs CS rep; do they have the same info?

PINKdogWOOD — Mon, 14 Mar 2016 11:49:35 GMT

Seems they continue to refer us to qvc social team but I've yet to find that link anywhere. What's the diff between the social team vs CS vs emailing the q from the 'contact us' page online? Do these groups do different things? Is one better than the other? Will you get more satisfaction from one vs the other?Why have all these 'helping' groups when we still get used, broken, dirty, sticky, smelly items sold to us as new at new items prices?

Re: CS support person vs CS rep; do they have the same info?

ECBG — Tue, 15 Mar 2016 21:50:46 GMT

Is that the origonal problem line? 1-800-367-9444? That's the one I always use. They're Q employees who can handle anything as well as look up and see what someone on air is wearing.