topic Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order in Customer Care

How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

wby — Wed, 09 May 2018 02:18:19 GMT

After 3 deacdes of loving nearly every product and referring everyone I could to great items, I simply wanted to know, Why didn't my item ship when it was supposed to? It was writen on the Tv screen banner and repeated twice in show. It was ordered a month ago and come a month later= no word. Calls to CS were vague until LaToya made every effort to look into it and request a supervisor to call me (Thank You LaToya!) . That supervisor call back ...(sigh) said he "had No information, no one would have any information" and it "would not be escalated and should not have been to him" ... I felt like I was invisible. But it was turned around to "IF you wish to phrase it that way"... I didn't expect car salesman approach nor was it cutting it. This is not how QVC works, no corp. of this size does not know when, where, why, how and details! So, if 4000 people are waiting for their item , are tehy getting through for answers? if its just me? why?! and why not offer to expedite it if its possible, not tell me No One knows anything? I am so shocked and saddened, about the lack of sincerity, care and professionalism by this one person. The others CS reps tried!

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Kachina624 — Wed, 09 May 2018 02:30:15 GMT

Your supervisor probably could have used more tact and diplomancy, however there are things that happen in large, complex operations that cannot be explained and are not important enough to open a full-fledged investigation. There was obviously a delay but in the great scheme of things does the reason really matter? All you need to know is that the EDD will change; you don't need to know why.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Montana — Wed, 09 May 2018 03:34:02 GMT

After such a long delay, I feel there should be an explanation. And “no one knows anything” would not have been acceptable to me.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Carmie — Wed, 09 May 2018 04:00:55 GMT

I have way over 20 years working in Customer Service.

i can tell you that CSR's only know what is in front of them in their computer screens..the same information that a supervisor would have.

Supervisor's supervise people. Most of the time the reps have more knowledge about the status of your items than the Supervisor does.

One would think that in order to be a supervisor or manager you would have to work your way up. That is not always true. The reason the reps have the super call you back is because they need someone to help them find the information on the computer.....usually the rep you just spoke to. If a call is just transferred to them, they have no idea how to handle it. That is not their job...their job is to supervise people.

if you want to complain about a Rep's harsh tone or compliment someone...the Super is the person you need to talk to.

i am just guessing here, but the product could be sold out and not in stock. More could be ordered,but the manufacturer did not send it yet.

Maybe the manufacturer did not send enough of the product to QVC as promised. Perhaps the stuff is is on the boat from China. There could be many reasons. But if the reason is not in the computer, they have no idea and can't tell you.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Kachina624 — Wed, 09 May 2018 05:48:24 GMT

@Carmie. Right on! I often think of what you said about supervisors when I read prople saying, "ask for a supervisor". The line employees are much more familiar with the intricacies of their system. I'm also flabbergasted when a customer is put out because a Q employee can't tell her whereabout exactly her package is today. They see the same thing we see on tracking.

I was a manager in a CS sort of situation and often called customers back.....after my staffer gave me the answer to the question. Our system was complicated and only those who used it constantly knew all the answers.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

JobGirl — Wed, 09 May 2018 12:55:19 GMT

@Kachina624 wrote:
@Carmie. Right on! I often think of what you said about supervisors when I read prople saying, "ask for a supervisor". The line employees are much more familiar with the intricacies of their system. I'm also flabbergasted when a customer is put out because a Q employee can't tell her whereabout exactly her package is today. They see the same thing we see on tracking.

I was a manager in a CS sort of situation and often called customers back.....after my staffer gave me the answer to the question. Our system was complicated and only those who used it constantly knew all the answers.

Actually most of the time a supervisor is more easily able to obtain information and has access to higher level mgt or other systems to resolve issues-they also have more authority in most cases to solve problems other than information like issuing credits etc when a CSR says can't help you etc

Thats why they are superviosrs and not CSR's

So the supervisor should have tried a little harder to get some information to provide

surely there was an explanation and most likley a simple one -it sounds like the supervisor didn't want to deal with a complaint because they couldn't change anything but they should have attempted to provide the information or an explanation of some kind

I once received a broken bottle of perfume which soaked through the box the CSR told me I had to return it that way to get the credit-which was ridculous.

The supervisor apologized profusely issued an immediate credit anf sent out a new one thats just one example of what a "line employee" can't or won't help with

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Carmie — Wed, 09 May 2018 13:28:24 GMT

@JobGirl Sometimes, no one in CS knows the answer and they cannot obtain the answer for you. They just don't know.

If the information is not in the system, it's not there.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

x Hedge — Wed, 09 May 2018 19:08:24 GMT

@Carmie, This is so right!!!!!

Supervisors manage people and everything that falls under 'budgetary expenses'

@Carmie wrote:
I have way over 20 years working in Customer Service.

i can tell you that CSR's only know what is in front of them in their computer screens..the same information that a supervisor would have.

Supervisor's supervise people. Most of the time the reps have more knowledge about the status of your items than the Supervisor does.

One would think that in order to be a supervisor or manager you would have to work your way up. That is not always true. The reason the reps have the super call you back is because they need someone to help them find the information on the computer.....usually the rep you just spoke to. If a call is just transferred to them, they have no idea how to handle it. That is not their job...their job is to supervise people.

if you want to complain about a Rep's harsh tone or compliment someone...the Super is the person you need to talk to.

i am just guessing here, but the product could be sold out and not in stock. More could be ordered,but the manufacturer did not send it yet.

Maybe the manufacturer did not send enough of the product to QVC as promised. Perhaps the stuff is is on the boat from China. There could be many reasons. But if the reason is not in the computer, they have no idea and can't tell you.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

wby — Wed, 09 May 2018 20:18:10 GMT

I so appreciate all your answers and feel like, gee, maybe I'm not invisible? Working in CS all my life I am aware things do happen, but letting your business contacts, coworkers and customers is vital to make sure they are informed and will repeat business. This was so unlike QVC after all C= Customer Service! and this male supervisor talked at me like he was rolling his eyes, annoyed at the need, unwilling to find out why many customers did not get their product or a courtesy email to explain... and truly came across like he just did not care. He responds like a car salesman, not the professional caring QVC I am used to for 35 years... but i appreciate the respone. Hope I get to try the machine, even thogh ti wont be at all near Moms Day..

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

wby — Wed, 09 May 2018 20:26:52 GMT

I did talk to CS, to simply ask, where is it? then why has it not been able to ship? all whom were kind and tried to seek answers and also, wondered why such a lengthy gap had not been addressed, so they in turn asked a supervisor to supply some info, it was that male supervisor who turned it from unfortunate delay and no information to the indifference of attitude and no one knows anything and now I want to know! If there are - at least- 4000 people who ordered this the first week of April and hoping to have this before Mothers Day and it hasnt even shipped yet? A mass email explaining should be due. For a 'advanced supervisor" to claim No one knows, not even corporate and he refuses to ask them... what does that say? I'm not whining because its late, I'm asking because its never shipped yet and when i plan a vacation to take this and it hey- maybe it arrives, maybe not? We all deserve an answer.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

wby — Wed, 09 May 2018 20:31:09 GMT

I am used to the QVC that you spoke of, when theres a small issue, their response is lets help fix that. and they always have, thats why this particular incident of attitude was literally shocking and response disheartening. They are what I had considered above average in all aspects.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

wby — Wed, 09 May 2018 20:33:03 GMT

I do agree with your reply. But i also feel a massive corporation who digitally documenst every detail, shoudl at least have an idea what happened and why, then reply to waiting customers so they dont have to go through what I did to try to find out. no miracles, jsut an answer.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

VaBelle35 — Thu, 10 May 2018 10:49:19 GMT

Unfortunately if it's coming directly from the vendor, QVC will know about the same time you will know that it shipped.

If it's a computer, they often build to order. I know that's how it worked with both of the Dells I have ordered from the Q.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Allegheny — Sun, 13 May 2018 07:15:38 GMT

@wby wrote:
I do agree with your reply. But i also feel a massive corporation who digitally documenst every detail, shoudl at least have an idea what happened and why, then reply to waiting customers so they dont have to go through what I did to try to find out. no miracles, jsut an answer.

@wby I wholly agree with you. In the past, QVC used to send out a notification if a product went to waist list. You might have experienced that being a long time customer. It gave the customer the opportunity to decide whether they wished to continue wait (believe it was 45 days) or cancel the order.

I don't know if they do that any longer. But if they don't, they should as customer may wish to search elsewhere or select a different level of the product (ie., there are other Microderm MD models available.)

Even if the item is being mailed directly from the manufacturer, QVC has a responsibility to know what is going on to advise customers. They may not be able to give you a date when the product will ship or become available but at least should be more responsive.

It is a real shame that the supervisor made you feel "dismissed". I am sorry you were treated that way.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

San Antonio Gal — Sun, 13 May 2018 13:02:38 GMT

The supervisor needs to learn how to communicate with the public which includes demonstrating empathy. If he had shown you a little concern or made any effort to help, I think it would have helped the situation. Even though he didn't have an explanation as to what happened with the order, his attitude is not customer-service worthy. Why is he even a supervisor?

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Group 5 minus 1 — Sun, 13 May 2018 13:06:25 GMT

How does Customer Service work? It doesn't.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

Carmie — Sun, 13 May 2018 16:24:04 GMT

@San Antonio Gal wrote:
The supervisor needs to learn how to communicate with the public which includes demonstrating empathy. If he had shown you a little concern or made any effort to help, I think it would have helped the situation. Even though he didn't have an explanation as to what happened with the order, his attitude is not customer-service worthy. Why is he even a supervisor?

Sometimes, the customer is so upset that you cannot give them the answer they want to hear, that they aren't listening.

No matter how polite and caring you are, they have shut you down and are short sighted. You can apologize and show concern, but it doesn't matter. If you are not saying the " right" thing, you can't make the customer happy.

i don't know if the Super had an uncaring attitude and neither do you. We do know the OP is upset and we are getting one side to the story.

i was never a supervisor....never wanted that job, but whenever someone demanded a supervisor, I was the person they got....in person and on the phone.

I am a person who can stay calm while someone is screaming. You would be surprised how people act on the phone. No matter what you say or do, if they don't get whatever it is they want, they are not happy. Sometimes people are frustrated and just need to vent.

When they act that way, all you want to do is get them off of your phone and you shut down and don't listen to what they are saying and they don't hear what you are saying either.

i'd sure like to hear the recorded conversation between the OP and CS. I'll bet you it was much different than we have all been told.

Re: How Can A Supervisor Say "No One Know Anything"? RE: Microderm MD order

GingerPeach — Mon, 14 May 2018 01:44:25 GMT

It seems to me the supervisor should have done some checking before giving his response that "no one knows."

Perhaps he could have emailed other supervisors to ask whether they'd had similar comments of delay, or even tried to contact the Microderm company.

It doesn't sound as if any of that was done, and for him to dismiss it as a one-time problem without being sure is not what supervisors are capable of.