CUSTOMER SERVICE LIKES AND DISLIKES
SANDRA_F26
Posts: 180
in Chit-Chat
JUST CURIOUS WHAT ARE SOMETHINGS THAT MAKE YOU FEEL MORE AT EASE WITH THE PERSON HELPING YOU ON THE PHONE WHAT ARE SOME OF THE THINGS THAT JUST MAKE YOU MAD. FOR ME WHEN I CALL IN TO DO BUSINESS WITH A COMPANY AND THE PERSON WHO PICKS UP THE PHONE JUST SOUNDS LIKE MY CALL IS A TOTAL INCONVIENENCE. GRR OR WHEN THEY SOUND OVERLY SUGAR SWEET AND FAKE AS HEELL. HOW ABOUT YOU? I LIKE WHEN THE PERSON IM TALKING TO SOUNDS GENUINE AND LIKE THEY ACTUALLY GIVE A DANG AND WANT TO HELP.
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Replies
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OH, YEAH. I hate nice people too.
NOT.0 -
MMMMM K0
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Bumping because I'm a Customer Service director.
This could be interesting and helpful.0 -
I know right customer servise supervisor here. just looking for some feed back to improve performance. so far um not so much.0
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Oh, well now there's a reason to answer.
I don't like it when they have a script that they are obviously reading from.
I also don't like it when they can't answer a question that isn't coverered on the script, or if they answer some other question that I didn't ask. If you don't know the answer, either redirect me to someone who does or ask your supervisor.
A lot of this could be avoided if the CS reps spoke the same first language as the customer.0 -
SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.0
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customer's want the same thing. They want their problem solved, quickly and efficiently with empathy and courtesy. This way you turn them into promoters of the brand/product/service.0
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all the usual things that a good company includes in training for customer service personnel:
- being polite and pleasant, i.e. their tone of voice sounds like they're smiling and happy
- calling me by my name BUT I prefer Mrs (last name) to them using my first name, unless they asked me my name, and I gave them my first name only
- telling me their name
- being friendly and relaxed (i.e. less formal, but not totally informal), even a little jokey and fun is okay, but still while doing their job efficiently
- telling me what's going on if there's no simple answer, e.g. telling me they're putting me on hold so they can speak to the manager, a technical person, whoever, to help them fix the problem
- if I'm on hold for a long time, coming back after a short time to tell me they're still working on fixing it (or whatever they're doing)
- if it's something to do with my money, I expect decent security questions so I know they take security seriously
- if I'm complaining about a problem, then some small compensation e.g. a gift voucher for 10% off or something, is a nice gesture in addition to whatever I'm entitled to (e.g. a refund if I'm returning something)
If a company gives me good customer service, I'll go back there a lot, because if they take their customer's problems seriously, it shows they care, and that means they care about other things, like the quality of their products or whatever services they're selling. I have received really bad customer service in the past, and never gone back to those particular shops since, and also told lots of others about the bad customer service. I'm a reasonable person, I know that no company is going to get everything right, sometimes products break, sometimes things go wrong, but IMO the measure of a company is how well they can put things right.
Also, I'll add that I'm always very polite to customer service people, I know it's a tough job and some customers can be extremely rude. Even if they do a really bad job of customer service, I won't be rude, but I will vote with my feet and not go back to that company again.
I'll give an example of bad customer service from ARGOS (UK company, see I named and shamed)
I bought a heater because my house had a problem with the heating. At the time I had a 4 month old baby, the heater was for her room. I got home and the plug of the heater was totally bent, which could only have happened if the heater had been dropped on the floor in the warehouse very hard, or something along those lines (maybe thrown around, it's hard to bend one pin of a UK three pin plug!!!!, so it wasn't a minor issue.
I phoned to complain, the woman on the helpline just totally brushed off the whole issue, didn't seem to care that my baby was sleeping in an unheated room in the middle of winter because of their heater, which had a fault that was not a manufacturing defect, but the result of being manhandled by their warehouse staff. She didn't even say sorry, ffs, she said "just pop a few extra blankets on him I'll sure he'll be fine".......... well my baby was a girl (a good customer service employee would have found out the baby's correct gender and shown a bit of sympathy).... even if she couldn't offer anything practical, I mean obviously she couldn't magic me another heater that night, she could have at least apologised on behalf of the company and contacted the manager of the store in question about how the warehouse staff may have been manhandling the products.... that at least would have told me that she cared and that they as a company would find it worrying that their products may be being mishandled by the warehouse staff.
In any case, I took it back the next day, asked for a refund NOT an exchange, and went to woollies and bought a heater that actually worked. I haven't set foot in an Argos store since then, never will. Sorry but if they don't care about my baby sleeping in a freezing cold room because their warehouse staff manhandle their goods, then why should I ever buy anything from them? Clearly they find it acceptable for that kind of fault to be on one of their products....0 -
^no one is reading that lol0
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Con: Not knowing the service or product you are supposed to be representing at all. When I call into the cable company know the difference between a channel you carry and a tv program :huh:
Pro: Admitting if you don't know a particular thing yourself and getting someone on the line that does know something, or asking about it quickly instead of leaving the customer hanging. It's actually better than blustering through the call and frustrating the customer.
Con: Refusing to admit that it could ever be possible that someone in your company could have ever made a mistake and taking attitude at the mere insinuation that such a thing did, in fact, occur. (I still can't get my electric company to admit they've screwed up 2 years later)
Pro: When told that a mistake has been made on the part of the company actually believing the customer and taking the time to look for what they say has been done instead of giving the customer the run around. Apologizing is great as well.0 -
Why are you screaming?0
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Why are you screaming?
I monitor email as well,and there would be points off for that!0 -
I just want to say something about the script. I work customer service and we are required to use scripts at certain points. This might sound harsh but I don't care if you don't like to listen to a script, i'm not risking my job.
I work for a financial/insurance type company, I wish all my customers appreciated me having them pass some level of security.
In regards to the callers not knowing the product, they might be new. I just recently switched to a completely different division and it's been a struggle at times to know the facts or know where to find them. I'm not afraid to say I don't know something and put them on hold and find out.0 -
I couldn't even read the OP.
What's with the caps lock? Contrary to popular myth, it is not Cruise Control For Cool.0 -
Nothing annoys me more then people typing in all caps.0
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Nothing annoys me more then people typing in all caps.
wat?0 -
DO YOU SHOUT AT YOUR CUSTOMERS TOO?:laugh:0
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Nothing annoys me more then people typing in all caps.
wat?
Or that.
Don't be lazy...0 -
I hate how everything is automated and it takes me ten minutes to try and get a real person. I also hate it when I can't press zero to try and talk to someone. IMO automation is a huge time waster. I am always shocked and pleased when a real person picks up and not some robot telling me what numbers to pass if I need help.0
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SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.
What is "WAA LA"?0 -
Answer my question quickly.
I've worked way too customer service to give a rat's *kitten* if they are personable and friendly. They're not obligated to make my day better anymore than I'm obligated to make their day better.0 -
Why are you screaming?
Thank You!0 -
Why are you screaming?
Same thing I was thinking.0 -
Maybe she means "voilà"?SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.
What is "WAA LA"?0 -
Maybe she means "voilà"?SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.
What is "WAA LA"?
OH! That makes sense. Thank you for the translation, Thomas.0 -
Chow! Kidding. OP seriously I hope you don't have to answer emails to customers or chat on-line with them. Typing in all caps is considered very very rude.
Maybe she means "voilà"?SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.
What is "WAA LA"?
OH! That makes sense. Thank you for the translation, Thomas.0 -
Chow! Kidding. OP seriously I hope you don't have to answer emails to customers or chat on-line with them. Typing in all caps is considered very very rude.
Maybe she means "voilà"?SCRIPTS ARE IMPORTANT BUT YOUR RIGHT THAT CAN BE FRUSTRATING ID SUDGEST IF HAPPENS AGAIN JUST SAY THE MAGIC WORDS CAN I HAVE A SUPERVISOR PLEASE AND WAAA LA YOU SHOULD GET YOUR ANWERS IF THE CSR WASNT ABLE TO PROVIDE YOU WITH WHAT YOUR LOOKING FOR. AND YOU MAKE A GREAT POINT WITH THE ACCENTS THOSE CAN BE FRUSTRATING. TO. KEEP IN MIND YOU CAN ALWAYS SAY HEY SORRY I CANT UNDERSTAND YOU CAN I TALK TO SOMEBODY WHO'S BEEN SPEAKING ENGLISH LONGER THEN A MONTH. THANKYOU FOR SOME VERY GOOD FEED BACK.
What is "WAA LA"?
OH! That makes sense. Thank you for the translation, Thomas.
^^ THIS.YOU'REMAKINGMYEARSHURT0 -
when they use my name at the end of every sentence. I know my name. it's nice that you use my name. Now stop using it.
And yeah, repeating the above, turn off the caps lock!!0
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