topic Re: Customer Service Reps in Customer Care

Customer Service Reps

keithsmom65 — Thu, 22 Oct 2020 00:12:18 GMT

I hate to complain, but this past year has been disturbing to me in Customer Service. I have talked to MANY people who came on line to help me with a problem, not too big, and I am astonished that they can't speak properly or handle the issue. Thirty plus years ago they had much better representatives. Things have gone down hill of late. And as long as I am complaining, I have received almost 10 packages in the past three months with no paperwork at all. Just the item in a box, and nothing for paperwork on the front either. I'm getting tired of calling to inform them. Got another one just this afternoon. It sucks!

Re: Customer Service Reps

rms1954 — Thu, 22 Oct 2020 00:20:43 GMT

@keithsmom65 wrote:
I hate to complain, but this past year has been disturbing to me in Customer Service. I have talked to MANY people who came on line to help me with a problem, not too big, and I am astonished that they can't speak properly or handle the issue. Thirty plus years ago they had much better representatives. Things have gone down hill of late. And as long as I am complaining, I have received almost 10 packages in the past three months with no paperwork at all. Just the item in a box, and nothing for paperwork on the front either. I'm getting tired of calling to inform them. Got another one just this afternoon. It sucks!

It's not 30 years ago. Much has changed. I think CS is doing the best they can under the circumstances. Your paperwork might be in the outside label enclosed in plastic. I can't blame CS for that. It's QVC's way of doing things. I always have paperwork inside my package.

Re: Customer Service Reps

Kachina624 — Thu, 22 Oct 2020 00:21:31 GMT

@keithsmom65 You ought to know that customer service has nothing to do with the paperwork in your package, nor do they have any way of knowing it's missing. I never get invoices in my Amazon or Zulily packages. You don't really need it unless you want to do a return, in which case our mods can supply one.

They recently hired a bunch of new CSRs to work from home. I'm sure training them is a challenge but it's obvious they don't know much.

Re: Customer Service Reps

keithsmom65 — Thu, 22 Oct 2020 00:29:38 GMT

I must respond. I have been with QVC for almost 33 years, and I am well aware of when the service reps changed in their demeaner, speech, and capabilities. Also, I KNOW about the paperwork on the front of the box. My point was exclusively that NO paperwork of ANY kind arrives with my packages...NADA.

Re: Customer Service Reps

keithsmom65 — Thu, 22 Oct 2020 00:30:26 GMT

I know that. Don't miss my major points.

Re: Customer Service Reps

keithsmom65 — Thu, 22 Oct 2020 00:39:45 GMT

Ladies, I'm no idiot. Of course I know that Customer Service has nothing to do with paperwork, shipping, or even missing paperwork. I call them to inform them because I assume if it is happening to me so frequently, it may be happening to others. I disagree, if someone is hired to be a Customer Service representative, they must know how to handle all QVC business situations. Otherwise, why do they represent? I am aware if I need it for a return, I can copy my own. Notice I did NOT complain about that!

I'm sad to hear they can't screen their reps better to handle customers. Thewre was a time, that being a Customer Service rep for a company was a big deal. I guess now anyone can do it without decorum.

Re: Customer Service Reps

Kachina624 — Thu, 22 Oct 2020 00:45:58 GMT

@keithsmom65 It's not a matter of screening; it's a matter of training and supervision. Both are hard to do when employees are new and at home.

So if you have a problem, contact the mods at qvcsocialteam@qvc.com referencing the order number. They are the elite of CS.

Re: Customer Service Reps

Kachina624 — Thu, 22 Oct 2020 00:48:19 GMT

@keithsmom65 Out of over 30 packages last month, I was missing invoices in maybe 3. These were mostly clothing orders.

Re: Customer Service Reps

keithsmom65 — Thu, 22 Oct 2020 00:49:08 GMT

Thank you for sharing that. I did not know about the "elite".

Re: Customer Service Reps

AuntG — Thu, 22 Oct 2020 01:48:33 GMT

When I could not get on these boards for nearly two weeks, the phone call I made was useless. The uninterested person on the other end apparently read from a script telling me she'd send me an email to reset my password. After contacting the social team, they admitted to having an IT problem. I heard from Beth, Wayne and Alice before I could get up and running.

Re: Customer Service Reps

rms1954 — Thu, 22 Oct 2020 03:24:40 GMT

@keithsmom65 wrote:
Thank you for sharing that. I did not know about the "elite".

Who are the "elite."

Re: Customer Service Reps

Reconnaissant — Thu, 22 Oct 2020 03:28:17 GMT

@rms1954

#7 post by @Kachina624

Re: Customer Service Reps

PhoebeDragon1 — Thu, 22 Oct 2020 03:41:47 GMT

Rather than phone calls or emails to elite forum monitors, try the Chat Live option. I have used it a few times in the last few months and was very pleased with the knowledge, promptness, and professionalism in solving the "problem". Kudos to all of the people working in CS. It can be a thankless job.

Re: Customer Service Reps

Qgirl26 — Thu, 22 Oct 2020 05:54:00 GMT

@rms1954, the OP is right that there is often paperwork just flat out not included in packaging. It's not a problem for me except when I needed to return something. I had to come here to print a label, which was not a big deal, but if I'd not had a printer, then it would have been more of a problem. And like the OP, I've shopped here for many years. I think we all know that paperwork is sometimes on the outside and sometimes on the inside. But lately, it's just not always there at all. It can be annoying so I understand what she is saying.

I haven't had to deal with customer service in years but the last few times I did, I was very disappointed. They used to have the best customer service of anyone, hands down. But somewhere along the way, that changed. I am thankful for the reps we have right here on this board though. I have not needed their help so far but I've seen them help a lot of people and that is much appreciated.

Re: Customer Service Reps

SuhseK — Thu, 22 Oct 2020 08:37:48 GMT

@keithsmom65 wrote:
Ladies, I'm no idiot. Of course I know that Customer Service has nothing to do with paperwork, shipping, or even missing paperwork. I call them to inform them because I assume if it is happening to me so frequently, it may be happening to others. I disagree, if someone is hired to be a Customer Service representative, they must know how to handle all QVC business situations. Otherwise, why do they represent? I am aware if I need it for a return, I can copy my own. Notice I did NOT complain about that!
I'm sad to hear they can't screen their reps better to handle customers. Thewre was a time, that being a Customer Service rep for a company was a big deal. I guess now anyone can do it without decorum.

-------

Out of curiosity, how was Your "decorum", in dealing, with the CS rep's?

Re: Customer Service Reps

RespectLife — Thu, 22 Oct 2020 13:22:55 GMT

I have never, ever received a packing slip or invoice in ANY Amazon order.

Two Target orders came last week w/o same.

Walmart, only one item had a packing slip out of three boxes.

Yes, some QVC orders have come w/o one.

Why complain about it? The invoice is online should you need it. Just print it.

No printer? Then request one be sent to you.

If these little trivial things bothered me, I would shop elsewhere.

Re: Customer Service Reps

Foxxee — Thu, 22 Oct 2020 16:19:27 GMT

One of the best ways I found to make sure CS agents are trained, respectful and pleasant to customers is to send a survey rating them to customers afterwards.

For those with experiences with Walmart, they know what I mean by excellent CS.

Lots of research done on this. Those companies that invest in their customer service depts reap the benefits of keeping their customers and make more money.

QVC has been hiring new CS agents recently to work permanently from home, so they are more difficult to train, but I see this as a cost saving measure.

QVC's customer service problems aren't new, just starting during Covid-19.

My worst experience occurred in 2018. Wow! I couldn't believe a customer could be treated so badly and it wasn't only one CS agent, it was three for the same issue. It wasn't my fault nor did I expect too much. It was all about resolving an issue about a defective product. This incident clearly pointed out how QVC operates behind the comfy, cosy, "Welcome, come on in, pull up a chair" image it projects on TV.

Normally, I would stop shopping at a retailer that treated me like this; however, QVC does offer unique items and good prices on occasion, but it was the beginning of watching and shopping much less with this retailer.

QVC's best department from my perspective is the Social Team.

I don't think complaints here reach decision makers, and if they did, I don't think they'd care.

Re: Customer Service Reps

Barbara-QVC — Thu, 22 Oct 2020 19:25:26 GMT

This post has been removed by QVC because it is political.

Re: Customer Service Reps

chlema — Sun, 25 Oct 2020 00:47:57 GMT

@RespectLife I did request a packing slip since I do not have a printer. CS person said she would send it out. Never came. Thirty day return window passed. Now I'm stuck with something I cannot use.

Re: Customer Service Reps

Beth-QVC — Sun, 25 Oct 2020 01:19:58 GMT

@chlema

You do not have to be stuck with something that is not right. Please tell me what the product is that you do not have a return label for.

Beth QVC