Re: Call centers not a good example of customer se... - Page 2

reviewer from sc · ‎09-07-2010

For those of you who think it is negative to complain about customer service--not all customer service is about shopping. I've had to call customer service in regards to repairs or warranties.

For great customer service, communication is key. If you can't understand the person on the other side of the phone line (or if they can't understand you), how are you going to get anything resolved? If the person on the other line is distracted by kids or home life, or if the person on the other line acts like you're wasting his/her time, or if the person on the other line is having a party (I've had that to happen to me), then good luck getting anything done.

proudlyfromNJ · ‎05-01-2010

@BoopOMatic wrote:
@ahoymate wrote:
As others have mentioned, take a break. Go outside, breath some fresh air. So negative!!
****************************************

I'm glad to see someone starting new threads....this is a discussion board, after all.

@BoopOMatic I also like discussions. What I stay away from is constant negativity.

KathyM23 · ‎11-20-2010

In my job I had to deal with many call centers. Not a pleasant experience many times. There was a major investment company I called alot and they had call centers out of our country and in the United States. When I called and got the center out of the country after several experiences with them I knew to just hang up and call again until I got the one in the United States. And this was a company that was dealing with our investments.

Another thing that was really time consuming and annoying with call centers was being transferred from one to another and often being cut off during one of the transfers and have to call and start all over again explaining the issue and then getting transferred started again.

On a personal side I had to call my credit card company to resolve an issue. The rep I got was definitely at home as I could hear her children in the background. That call took forever waiting for her responses to me and I could hear her talking in the background to her kids

The other day I called a sporting goods company customer service for a problem DH had with his order. The rep was very pleasant and resolved the issue immediately. So there is good and bad regarding call centers.

Another good experience with call centers was my Cable/Phone/Internet company. Fixed the issue over the phone by directing me thru the process to fix the problem, then sending a tech over the next day being a Sunday who did more than he needed to do to rearrange the locations of our TVs by helping to move a very large one to a more convenient location.

And BTW the OP had every right to complain about call centers, some are dreadful and some are helpful. She voiced a true statement as there is negative issues wth some call centers.

Othereeeen · ‎03-13-2010

At 67 I've had my share of maddening customer service issues, including having to start over several times as one is shunted from one to another department or representative...

Two interactions that were not maddening were.....I had to call for help with service and was speaking with a woman in India with a thick accent, but very helpful, and the problem was described and resolved....

This was during the height of Covid here in the US...

When we were finished, as the conversation ended and I was about to hang up, she said..."How are you and your family doing....I've been hearing the news about how bad it is"....and she went on a few more moments....

I was so taken aback...I just responded conversationally, asked the same of her, and then the call ended.

Just a few seconds really of two people world apart connecting at a time terrible to all of us.

The other call.. ...sounded like young Asian man...problem was resolved, and when he asked if there was anything else he could help me with, I said..."Can I have your number in case I make a recipe ( from your country ..I can't recall the location now) and need to know the proper spices?"

( I almost always ask the person WHERE they are located, just conversationally out of interest....)..

He just laughed and we ended the call.

It's not all bad!!!

Othereeeen · ‎03-13-2010

Can you imagine WORKING in Customer Service?!?!?

How many people call to ask about your day, or are pleasant with thier interactions?

I couldn't do it that's for sure. I don't like nasty ( and YES I know people are frustrated...I've been that way MANY more times than I can count...and have actually stopped ranting when I realized I was talking to a person ...not an unfeeling inanimate object.)

SamBrown · ‎03-10-2010

I've had a wonderful experience with the Vizio call center. Thick accent, but very helpful.

CelticCrafter · ‎03-09-2010

@spumoni99 wrote:

You have a lot of complaints today, might want to take a break from shopping encounters.

@spumoni99 I can't remember the name but this one reminds me of the poster that would complain about where food came from and throw it in the garbage, what TV personalities were wearing on air.

drizzellla · ‎03-14-2010

@Othereeeen wrote:
Can you imagine WORKING in Customer Service?!?!?

How many people call to ask about your day, or are pleasant with thier interactions?

I couldn't do it that's for sure. I don't like nasty ( and YES I know people are frustrated...I've been that way MANY more times than I can count...and have actually stopped ranting when I realized I was talking to a person ...not an unfeeling inanimate object.)

Well, I worked in Customer Service for a SHORT period of time.

I worked at a Lab testing company. We ran tests for blood drawn at Doctor's offices.

Our Company was sold. Or we thought it was sold until the stockholders found out the Owner sold the company for a LOW stock price. And he was to receive millions $$$ as a bonus. The stockholders somehow paused the sale. Things were kind of crazy for a bit.

I worked in the Accounting Department. It was next to Customer Service Department. There were 6 people in Customer Service. A few people in Customer Service kept their phones on "busy" much of the day. They had been there many years and no one wanted to confront them. So I was a fairly new person in Accounting and they asked me to answer the phones in Customer Service.

I knew Accounting but had not a clue about how they wanted me to handle Customer Service. No one told me what to do. Just answer the phone.

So many people had concerns about their bills. If they had insurance I took their information. If they did not have insurance, I wrote off their bills. That was the only thing I knew. Because I saw the bills written off on the Accounting side.

I often wondered how it affected the books. But the same time I was writing off bills, the Controller's Secretary wrote out checks to herself and family for $70,000+ and a temp was selling credit card #s. The Secret Service came to our office. Apparently she had quite a racket going.

And yes the company could not find anyone to work in Customer Service. That is why they stuck a person in the Department from another Department. Because they couldn't find anyone to fill the position and show up.