THIS IS A MUST READ!!!!!
ok, i was letting this go sort of but thi this now has to be said. Customers are the reason we have our jobs, whether they are very knowledgable of telecommunication or not, remember that some of us would probly be in the same boat of not understanding if we didnt have the training we do..
HOWEVER customers, if you have a problem, whether it be service, equiptment, billing, or jsut something simple, call us in with respect, treat us how u want to be treated, because honestly, if there is something that can be fixed we will do it,
however when u call in and call us every name in the dictionary the last thing on our minds is " HOW CAN I GO OUT OF MY WAY TO MAKE THIS CUSTOMER HAPPY AND FIX HIS ISSUE" we are thinking " oh i wish i was able ...
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HOWEVER customers, if you have a problem, whether it be service, equiptment, billing, or jsut something simple, call us in with respect, treat us how u want to be treated, because honestly, if there is something that can be fixed we will do it,
however when u call in and call us every name in the dictionary the last thing on our minds is " HOW CAN I GO OUT OF MY WAY TO MAKE THIS CUSTOMER HAPPY AND FIX HIS ISSUE" we are thinking " oh i wish i was able ...
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another thing on the customer side...if we are defending outselves/our company, we cant help you....ive had to calm a lot of reps down before takinga call because they melt down because they can't multitask enouph to keep up with a ranting customer and fix their issue (sadly they arenormally new and dont realize they arent going to be perfect at the job yet)...patience isnt nessesary, but it honestly gets better results
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I think this can be said for both customer and care rep:
Be nice.
Reps if your nice and respectful to your customers they are usually the same with you.
Customers: If you are nice and respectful with the rep, they are going to do a heck of a lot more for you, then just quote policy and brush you off. Also it is easier to look for problems with billing system when we can concerntrate on our job and not have to listen to you swear at us.
Be nice.
Reps if your nice and respectful to your customers they are usually the same with you.
Customers: If you are nice and respectful with the rep, they are going to do a heck of a lot more for you, then just quote policy and brush you off. Also it is easier to look for problems with billing system when we can concerntrate on our job and not have to listen to you swear at us.
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Then you get the customer worth $8.00 and they went over minutes or want credit for something. It's like crap, I seriously cannot help no matter how nice they are about it. Even though I wouldn't care if I got into trouble for offering them something.
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honestly it really doesnt matter how much a customer is worth anymore... its a kinda of thing on depends on the rep depends on the supervisor... if i have a customer who i want to do everything that can be done i ffind a soft sup
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Let's add condencending to that list as well. We should not be that way to customers AND that should not be that way with us. You want to be cynical about everything with me and I guarantee you won't get very far.
I have no problem with someone coming in with issues and I fully empathize with your concerns BUT let me help you. Don't just tell me how bad your service sucks and then get annoyed when I ask to help. If you just want to vent without being helped then tell me that upfront (although someone who just wants to suffer through bad service is foolish indeed. Don't laugh, I have met quite a few).
I am under no obligation to do anything for anyone. I have a strong desire to help every customer I can but your attitude will go a...
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I have no problem with someone coming in with issues and I fully empathize with your concerns BUT let me help you. Don't just tell me how bad your service sucks and then get annoyed when I ask to help. If you just want to vent without being helped then tell me that upfront (although someone who just wants to suffer through bad service is foolish indeed. Don't laugh, I have met quite a few).
I am under no obligation to do anything for anyone. I have a strong desire to help every customer I can but your attitude will go a...
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Oh trust me, I know what you mean. I constantly have people call in and tell me they have a problem with something, so I look up their account, and start asking question to try and troubleshoot the problem. You would not believe how many people will say something like I don't want to sit here answering your questions, just fix my damn problem. Some people won't even let you get a word in edgewise either. I had one gentlemen yesterday tell me as soon as I answered the phone that he would not speak with me, he would only speak with my supervisor. Needless to say, he didn't get to speak with my supervisor.
NOTICE TO CINGULAR CUSTOMERS!!! Assist the rep in getting your problem fixed. If you won't talk with us, why would our supervisor...
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NOTICE TO CINGULAR CUSTOMERS!!! Assist the rep in getting your problem fixed. If you won't talk with us, why would our supervisor...
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I have a sign I made for my desk that says "You can whine and bitch about your problems and I'll listen while you abuse me and Cingular and my future offspring, OR you can tell me what the problem is and I'll help you. Choose." Now if only I had the sack to actually put it on my desk instead of keeping it at home.
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