Originally posted by leftystrat
Originally posted by JacKatMtn
I sure hope this works out but my trust in the carriers is at an all time low since the sprint deal this week... what happened treating customers
with respect ?
You're in America, son!
This respect thing... I keep hearing about it. From what I understand, it disappeared a long time ago. I remember my grandparents telling me
wondrous stories of respect. It was like a fairy tale.
I, currently, work as a High Speed Internet technician for one of the, if not the, biggest HSI in the country and I left work very angry today because
of incompetent agents that had not solved a customers issues, hung up on the customer, and failed to engage the customer with enough respect to, at
least, tell them exactly what they are doing thru the toubleshooting process that could drop the call!!!!
Every damn call I had today was a repeat caller for an issue that, IMHO, any so-called HSI customer rep should be knowledgeable to fix for the
customer on the first call!!
I mean some of the customers had called 3, 4 and 5 times already for the same issue - the same day!! However,
they now had reached me and, after spending a good amount of time calming the customer down after being transfered or cut off time and time
But then??? I resolved their damn issue for them no matter how long it takes me or how many times I have to call said customer back until we have
fixed it!! My company emphasises first call resolution.....well, on days like today that is a major joke!!!!
But I am much more than respectful to those customers who had already had to deal with 2, 3, 4 and even 5 other agents before I get the call and
contact whomever can make appropriate changes on the account to get customer back online - unfortunately my company does not give me adequent
priviledges to make some of the simple changes that can knock a customer totally offline!
So - I was mad at the company today, also because my handle time today (this affects my bonuses = $$) was blown out of the water because I believe
customers DO deserve enough proper respect to spend some time + get them their services. I, also, will credit a customer account $10 - $20 depending
on how many times they have had to call back.
Needless to say the customers I deal with are actually very happy with my service to them by the end of the call. Soem even ask to talk with a
supervisor to tell them I was the only one who seemed to know what they were doing....And I like helping people who are just learning - which is
exactly what I had to do, you know??
Hell, I get callers and after investigating the account realize that somehow their rate codes are wrong or the modem has disappeared from their
account!! Disappearing modem on account can ONLY happen when someone removes the damn modem to begin with - another rep who, obviously, did not know
what they were doing and did not ask anyone else for an assist.
This is how I felt after 9 calls over a 5 hour period today. Only 9 damn calls when I can do 6 an hour easily if not for other agents BS. But
everyone of their issues were resolved, or referred them to some other customer support for computer or software issue, or an Tech visit to check the
connection of our modem + get customer back online. all resolved!!
Most calls are hn calls and is really more simple to correct - if one knows how to reset a customers wireless network the right way or wrong rates
codes or a provisioning issue. Although I did have a woiman call me one day because her screen was black......honest!! :bnghd:
But they also deserve my respect and committment to get the job done as quickly as is possible and sometimes just educate them..
Sorry to rant.....I think I feel better now!