Re: We Apologize For Any Inconvenience?

FiddleDeeDee · ‎03-06-2020

Friend of mine works as an order taker/CS for a large company. It has been drilled into the heads of everyone who works with customers that the employee is to apologize for everything in a sincere tone. If the weather is bad, she is to say "I'm so sorry". If they don't like how the product appears on line, she is to say "I'm so sorry". If the model has bad hair in their opinion, she is to say "I'm so sorry". No matter what, she is to say "I'm so sorry and with FEELING. All calls are recorded and weekly a random one is pulled, listened to and then graded. If you apologize and with feeling, you get written up. It can get you fired.

This is why they say what they say, FYI; the Corporate Power That Be requires it.

*Four Seasons once again*

stevieb · ‎03-10-2010

In response to those asking what I'd rather hear them say it's 'hello, how can I help you', spoken by someone articulate and with a reasonable command of the language. That person would also respond to one's inquiry intelligently and helpfully without a bait and switch or attempt to have me download their 'app'. No speaking to a recording that never seems to get it right or pushing 1-2-3-4-or 5. As for on-line, no virtual agents please. They're a complete waste of time and an utter joke as far as providing any kind of real customer service. A timely response by a live body, thank you.

Businesses and service providers, please, use some of your profits to hire an adequate number of qualified people to serve your customers capably and within a reasonable time frame. If your profits are too meager to allow you to do so, then get out of the business.

I was on the phone just the other day and went through the usual recording, finally landed an agent and went through four (count 'em FOUR) prior to finally reaching a capable young woman who worked diligently and pleasantly to address the problem. There was a good bit of apologizing going on throughout the several conversations, and given the level of service up until the last agent, it was completely appropriate!

In my pantry with my cupcakes...

Ladybug724 · ‎03-12-2010

@rms1954 wrote:
If they didn't say it would you complain about that too????

@rms1954 To all you posters saying "what would you rather have them say?" or "Would you be happier if they didn't say anything"?

You missed the point. The point is that customer service in this country has gone down the tubes.

Part of it is because greedy corporations are trying to do more with less. I know this first hand. People leave a job or retire, never to be replaced, and instead the work is redistributed among those still there.

I worked recently at a place that cut staff so badly (a very, very wealthy company) but expected the same results if not better. Everyone was stressed. It is very difficult to keep up on good customer service under those conditions.

I know some of the problem is people don't want to work and companies are finding it hard to fill open positions. But more often than not, corporations just want to fatten the bottom line.

Unfortunately, that means cutomers and employees suffer.

rms1954 · ‎06-06-2019

@Ladybug724 wrote:
@rms1954 wrote:
If they didn't say it would you complain about that too????
@rms1954 To all you posters saying "what would you rather have them say?" or "Would you be happier if they didn't say anything"?
You missed the point. The point is that customer service in this country has gone down the tubes.

Part of it is because greedy corporations are trying to do more with less. I know this first hand. People leave a job or retire, never to be replaced, and instead the work is redistributed among those still there.

I worked recently at a place that cut staff so badly (a very, very wealthy company) but expected the same results if not better. Everyone was stressed. It is very difficult to keep up on good customer service under those conditions.

I know some of the problem is people don't want to work and companies are finding it hard to fill open positions. But more often than not, corporations just want to fatten the bottom line.
Unfortunately, that means cutomers and employees suffer.

I'll agree with all you said; this is the world we live in now and it's unpleasant to say the least. We (consumers) are left disgruntled and disappointed with it as we are used to better. The world is a huge mess. Hopefully we will have a better leader in the near future.

DREAMON · ‎03-09-2010

My husband and I were talking about this just last night.

Over the weekend we were told ..Sorry for your inconvenience at a Home Improvement Store who never sent our order out and We are short staffed 2X at different establishments within 2 days. 3 excuses in 2 days.

These phrases just roll off the tongue and seem to have lost all sincerity.

I just hope things improve soon because it isn't looking good.

Ladybug724 · ‎03-12-2010

@DREAMON @stevieb I agree with all you said. I called the water department this afternoon because they billed me twice (I have no idea how that could have happened.) My issue is still not resolved.

Here's what happened when I called: Automated system told me that there was unusually high call volume. Rather than wait on hold, they would have my call returned. Awhile later, it was returned and after verifying it was me, they said they would connect me to a csr. I waited 40 minutes and finally hung up.

Why did they even call me back if they weren't ready for me yet?

Big waste of my time.

stevieb · ‎03-10-2010

@Ladybug724 wrote:
@DREAMON @stevieb I agree with all you said. I called the water department this afternoon because they billed me twice (I have no idea how that could have happened.) My issue is still not resolved.

Here's what happened when I called: Automated system told me that there was unusually high call volume. Rather than wait on hold, they would have my call returned. Awhile later, it was returned and after verifying it was me, they said they would connect me to a csr. I waited 40 minutes and finally hung up.

Why did they even call me back if they weren't ready for me yet?
Big waste of my time.

Oh my yes @Ladybug724 , the ubiquitous and requisite 'larger than average call volume' line. Then hire more freaking agents, I say. That line has grown tiresome and old. I think we all knew that when things crashed during the pandemic, there was little hope of them re-upping the ante once they'd had an excuse to cut costs and curtail service. Not all entities continue the nonsense, some have stepped up and those are the ones with which I prefer to do business.

In my pantry with my cupcakes...

DREAMON · ‎03-09-2010

@stevieb wrote:
@Ladybug724 wrote:
@DREAMON @stevieb I agree with all you said. I called the water department this afternoon because they billed me twice (I have no idea how that could have happened.) My issue is still not resolved.

Here's what happened when I called: Automated system told me that there was unusually high call volume. Rather than wait on hold, they would have my call returned. Awhile later, it was returned and after verifying it was me, they said they would connect me to a csr. I waited 40 minutes and finally hung up.

Why did they even call me back if they weren't ready for me yet?
Big waste of my time.
Oh my yes @Ladybug724 , the ubiquitous and requisite 'larger than average call volume' line. Then hire more freaking agents, I say. That line has grown tiresome and old. I think we all knew that when things crashed during the pandemic, there was little hope of them re-upping the ante once they'd had an excuse to cut costs and curtail service. Not all entities continue the nonsense, some have stepped up and those are the ones with which I prefer to do business.