How To Get Better Customer Service 😕

handygal2 · ‎01-19-2015

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...

~~Be careful when you follow the masses. Sometimes the 'm' is silent.~~

Plaid Pants2 · ‎03-14-2015

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".

software · ‎06-08-2016

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...

Moonchilde · ‎05-23-2010

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.

Life without Mexican food is no life at all

wildlifewitch · ‎02-08-2016

@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.

Marienkaefer2 · ‎03-09-2010

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.

If you have a garden and a library, you have everything you need.--Marcus Tullius Cicero

SeaMaiden · ‎03-10-2010

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.

dex · ‎03-09-2010

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.

MoJoV · ‎10-01-2010

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

Trees are the lungs of the Earth

MoJoV · ‎10-01-2010

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.

Trees are the lungs of the Earth