topic Re: VERY DISAPPOINTED in Customer Care

VERY DISAPPOINTED

mover and shaker — Fri, 09 Oct 2020 16:40:09 GMT

Called customer service today to confirm information reguarding a furniture delivery. Customer Service rep Yvonne, was useless and told me to get the third party phone number from my husband. Really?

Customer Service tip: All the customer service reps need to do is direct the customer to the third party delivery service's website (AIT Worldwide Logistics) and place the QVC order number into the "track shipment"field on their homepage. It is as easy as that!

QVC needs to up the training in the customer service department. Want to hire me to come work for you and train them?

Re: VERY DISAPPOINTED

Kachina624 — Fri, 09 Oct 2020 17:49:11 GMT

QVC has a bunch of new CSRs working from home. It's obvious they received poor or no training. They've come up with some remarkable "rules and procedures". Most of us probably know more than they do.

Re: VERY DISAPPOINTED

ValuSkr — Fri, 09 Oct 2020 18:05:38 GMT

It must be hard to train new CSR's in these days when nothing can be done in person - no classroom training (well, I suppose Zoom would work) and no sitting at the elbow of an experienced rep as she/he handles calls and resolves problems.

Re: VERY DISAPPOINTED

Kachina624 — Fri, 09 Oct 2020 19:13:54 GMT

@ValuSkr They may have some computer-based training which is a tough way to learn procedures. It takes concentration and commitment. The hiring they did seemed to be close to call center locations so there may have been some classroom training under controlled conditions.

Re: VERY DISAPPOINTED

NYCLatinaMe — Fri, 09 Oct 2020 19:36:01 GMT

@Kachina624 wrote:
@ValuSkr They may have some computer-based training which is a tough way to learn procedures. It takes concentration and commitment. The hiring they did seemed to be close to call center locations so there may have been some classroom training under controlled conditions.

They hired some new untrained reps because they fired the old ones?