Customer Care

[77yangya]

 man oh man......very sad.

[Anonymous032819]

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@michmi wrote:

Hopefully, QVC's call center is like mine, where I announce that someone is demanding a manager, and we all laugh, then one of our co-workers (who isn't a manager) takes the call and repeats what I just told the caller.

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@michmi 

Years and years ago, I saw on a program like 20/20, (or maybe it was 20/20), where at this one call center, they would do what you just described.

So, if it happened at the place in the tv program, and at where @michmi  works, then you know that it is happening at other call centers too.

So, my question to the reader is, how can you be 100% certain that you are getting a legit manager, when you demand to speak to one on the phone, and not just another call center employee?

The answer is, you don't know.

You are going on blind faith and trust that you are speaking to a true manager.

But the fact is, the next time that you demand to speak to a manager, and a "manager" talks to you, you could actually be talking to another non-management call center employee.

Keep that in mind the next time dear reader, when you demand to speak to a manager.

[Lipstickdiva]

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@michmi wrote:

Hopefully, QVC's call center is like mine, where I announce that someone is demanding a manager, and we all laugh, then one of our co-workers (who isn't a manager) takes the call and repeats what I just told the caller.

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@michmi , wow how nice.  You must work for a great company.  Hope I never do business with them.

[Carmie]

I worked in CS for 25 years.  Once in a while, someone did not like my answer and wanted to speak with a manager.

What people don't realize is that many times the manager does not know the answers to the issues like a CS rep does.

My manager never did my job, never had training and couldn't help customers.  My manager managed people in my dept...period.

I was often asked to fill in for a manager when someone was unhappy.  My manager would not take a cold call, but would advise to get the customer's number so she could call them back.  In the meantime, she would discuss the problem with a senior CSR.       ( like me) so that she could speak to the customer and explain the same thing the rep already said.

Now, if a customer wanted to complain about the rep being rude, etc., the manager would take the call.  Since all calls were recorded, she could listen and see if there was an issue.  Often there wasn't.

[michmi]

To those who are disappointed or appalled that I told a truth about call centers, so sorry to burst your bubble.  You generally aren't getting a manager when you call.  Write an email and then you'll get a response with a title associated with it.