topic Re: How To Get Better Customer Service 😕 in Community Chat

How To Get Better Customer Service 😕

handygal2 — Wed, 01 Mar 2017 14:07:18 GMT

We all know that the quality of customer service from call centers has declined over the years. This is largely due to cost-cutting by the companies involved.

This article (brief by NY Times standards, lol) suggests how to get better results when dealing with a telephone representative.

https://www.nytimes.com/2017/02/28/business/bad-customer-service.html?smid=nytcore-ipad-share&smprod=nytcore-ipad

Re: How To Get Better Customer Service 😕

Plaid Pants2 — Wed, 01 Mar 2017 14:33:50 GMT

When I call a company, I am always nice, friendly and pleasent.

I try to put myself in to their shoes, and I know that they have rules that they have to follow, and that they are not responsible for making those rules.

As my dad has always told me over the years, "You can catch mor flies with honey, than with vinegar".

Re: How To Get Better Customer Service 😕

software — Wed, 01 Mar 2017 14:50:33 GMT

The best way I've found to get good customer service is to the them OFF script. They have a script they follow for most basic questions and getting them off script means they have to actually THINK & LOOK and respond, instead of just spouting off their pat answers.

@handygal2 wrote:
We all know that the quality of customer service from call centers has declined over the years. This is largely due to cost-cutting by the companies involved.

This article (brief by NY Times standards, lol) suggests how to get better results when dealing with a telephone representative.

https://www.nytimes.com/2017/02/28/business/bad-customer-service.html?smid=nytcore-ipad-share&smprod=nytcore-ipad

Re: How To Get Better Customer Service 😕

Moonchilde — Wed, 01 Mar 2017 22:35:11 GMT

They don't address at all the two elephants.

In their example the call center is in Canada. There is no mention of or suggestions regarding off-shore CS with all the reps having a less-than-excellent understanding of English and/or heavy accents.

Why do so many companies just have their CS employees do nothing but read from a script, without caring what the customer is actually saying/asking.

IMO a lot of the CS issues people have is that the company isn't really interested in providing true CS, so they have the off-shore people read stuff from a script that no one cares has no bearing on the person's issue. It has a 'lalala I can't hear you' effect on me.

Companies need to give their CS sufficient training and hire people who can think, and yes, who can speak English intelligibly and understand what you're saying. Too many companies don't do this, and it's not the CS rep's fault. CS needs to be able to actually help people, not jusy give them a virtual pat on the head.

I've always been happy with Amazon's nights & weekends Indian CS because even considering accents, I can understand them, AND Amazon gives them the power and leeway to take action for customers - to make decisions. Plus, Amazon trains them so that when they go into your account to take a look, they know what they're looking at, know how to "fix" it, and usually have the authority to take of many things.

IMO if more companies who outsource their call centers would emulate Amazon, there would be many fewer dissatisfied customers.

Re: How To Get Better Customer Service 😕

wildlifewitch — Wed, 01 Mar 2017 23:23:33 GMT

@Plaid Pants2 wrote:
When I call a company, I am always nice, friendly and pleasent.

I try to put myself in to their shoes, and I know that they have rules that they have to follow, and that they are not responsible for making those rules.

As my dad has always told me over the years, "You can catch mor flies with honey, than with vinegar".

I am with you. However; there are times when fire is fought with fire and threats are made to call the retnetion department. It depends on the situation, for me anyway.

Re: How To Get Better Customer Service 😕

Marienkaefer2 — Wed, 01 Mar 2017 23:34:16 GMT

Well, I worked in CS in my first career, for several years. In the airline industry, no joke!

I will say that I did what was possible for me to do with any customer, regardless of whether they were rude or pleasant. It was my job and that's how I looked at it. I didn't not do something because someone was being rude to me.

However, I will say that I would go that extra bit if I could for someone who was genuinely kind and patient.

My advice is: if you're not getting the service or result you want, and you suspect that you could get better, finish the call (if you're on the phone) and call back later and try again with someone else.

If you're in person, that's a little harder to do, but usually in person it's easier because you are face to face. It's more personal for both sides.

Re: How To Get Better Customer Service 😕

SeaMaiden — Thu, 02 Mar 2017 01:24:04 GMT

I must be very fortunate as I get the best CS ever no matter who I call. I am really nice to them number one. Never have a bad experience yet. NICE goes a long way.

Re: How To Get Better Customer Service 😕

dex — Thu, 02 Mar 2017 03:01:07 GMT

I am always nice but if I am not getting anywhere and truly believe I have a legitimate complaint I will ask for a supervisor.I relate my problem once again but this time I tell them that I have all day to discuss the matter and I won't be ending the call until I am satisfied.This has always resulted in a satisfactory solution to my complaint.

Re: How To Get Better Customer Service 😕

MoJoV — Thu, 02 Mar 2017 05:07:46 GMT

@MoonchildeI totally agree with you...Amazon has excellent CS. It is overseas but they train their people well,very competent.

Re: How To Get Better Customer Service 😕

MoJoV — Thu, 02 Mar 2017 05:16:38 GMT

If you want really BAD CS call Comcast. No matter what your problem no matter how polite you are they are rude and hang up on you. They say 'can you hold?' and click they're gone. They are US based. The only way to solve your problem is online or go to one of their stores. Just don't call.

Re: How To Get Better Customer Service 😕

dex — Thu, 02 Mar 2017 15:30:41 GMT

@MoJoVI always say that I can't hold to Comcast but I have had some great customer service from a couple of their operators.I ususally ask for a supervisor because they seem to be able to make decisions on their own.

Re: How To Get Better Customer Service 😕

handygal2 — Thu, 02 Mar 2017 19:01:10 GMT

@MoJoV wrote:
If you want really BAD CS call Comcast. No matter what your problem no matter how polite you are they are rude and hang up on you. They say 'can you hold?' and click they're gone. They are US based. The only way to solve your problem is online or go to one of their stores. Just don't call.

@MoJoV: This confounding experience has happened to me on several occasions (although not with Comcast, as they're not my provider). You're asked to hold, and they click you off-- you're disconnected accidentally-on-purpose. So you call back and go through the same song-and-dance all over again, as if you have nothing better to do with your time. I always get the name of the person l'm speaking with, so if I'm rudely disconnected, l give that person's name to a supervisor when l call back.