call closing pilot
what does everyone think of the call closing pilot? I haven't done it once because I can't bring myself to Humiliate and embarrass myself for the sake of fishing for complements when half the time or more the customers are going to be rating “the company” and not the rep’s service to them. Furthermore, I feel that this new flavor of the month from cingular violates more than one of the “values” the con expects us to follow very seriously but when it comes to money, the values go out the window but we are still expected to follow them which doesn’t make a whole lot of sense.
...
I havn't had a problem with it. All the cust I've had understand that it's rating my performance, and not the company's. I just word it "On a scale of one to ten how do you rate MY service to you today?" and then when I get a ten i just say thank you for taking part in our survey. That way it doesn't sound like I'm fishing for compliments. Not hard.
...
I didn't say it was hard I said it's stupid and I disagree with it.
...
I have not done it yet. I prefer to actually provde customer service instead of wasting time. There shouldnt be a need to stay on the line for 1-4 minutes while you say silly scripts to get answers that most likely won't reflect on the call you just did anyway. Like how many people are going to rate you 7 to 10 when you CAN'T give them the credits they are looking for, or you CAN'T change them to an older AT&T plan, or you CAN'T give them a phone for free when they have been a customer for 2 years, etc etc.
This goes along with the stupid effective affirmation statement we were supposed to do at the end of each call. I have NEVER done it, I have always said the normal "Is there anything else I can do for you today?", which is not a va...
(continues)
This goes along with the stupid effective affirmation statement we were supposed to do at the end of each call. I have NEVER done it, I have always said the normal "Is there anything else I can do for you today?", which is not a va...
(continues)
...
you have to realize the survey has a purpose. Cust are giving reps, from outsourced centres, poor ratings on call backs. the survey is to show cingular that their policy sucks not the reps.
...
it doesnt show that becasue the cust. aren't hearing what the question is and they are rating the company, not the rep who's helping them that day.
...
Then you're wording it wrong. All my cust understand they are rating me, not the company. And if they have any issues with the company I write it in one of the comment boxes.
...
So far I have only had 1 rating at 7 and the bitch told me I didn't answer her question when in our reallity, not her's, I DID answer her one and only question, very easily too I might add.
Any other call has been a TON of 10's, and a few 9's and 8's.
When the customer is upset, irrate, being stupid dumb, we don't have to ask for the rating.
Any other call has been a TON of 10's, and a few 9's and 8's.
When the customer is upset, irrate, being stupid dumb, we don't have to ask for the rating.
...
