Maybe I'm just having one of those weeks...
Has anyone noticed a gradual change in the customers and/or rep you've spoken with over the past few days? It seems as though every customer I've spoken with has been more on edge, even when I'm giving them exactly what I've asked for, and it seems like the reps I speak with are slowly getting worn down to the point they aren't even checking basic information that could be the difference between a five minute resolution or a two hour call. I know the India subject has been nearly beaten to death, but I deal with more India reps than any other department and it seems as though they're forgetting what little bit they knew to begin with and are having an even harder time taking clear, concise facts and turing them into one logical resolution. M...
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I can kind of agree with you, particularly on the reps. A few days ago, I got a call from a rep. She had a customer on the line who had been transfered around several times, and she wanted to bring the customer on the line. I asked if she had the customer's wireless number so I could see if I could assist her, and the rep tells me she can bring the customer on the line and I can get it from her. When I politely say that I want to make sure it's a customer I handle and ask her to go back to the customer for the info, she begans going off at me, saying how the customer has been passed around so much and we need to get this issue resolved (I didn't even know what said issue was at this point, either!). After she b*tches for a few moments ...
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