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my theory on customer service

Discussion in 'alt.cellular.verizon' started by Dudhorse, Apr 9, 2005.

  1. Dudhorse

    Dudhorse Guest

    .... as someone who has been subjected to less-than-stellar customer service
    from all businesses including cellular I have noticed a pattern. It usually
    takes three tries with different CSR's to fix a problem. I think the usual
    system is to aim the first time caller at the lowest common denominator of
    service rep. i.e. a rookie. Then the next time you call about the same
    problem(probably tracked by your phone number) you are moved up the
    experience ladder till hopefully the problem gets solved.
     



    › See More: my theory on customer service
  2. Scott

    Scott Guest

    This is the comon model of CSR and if implemented right, it is the
    most cost effective.




    On Sat, 9 Apr 2005 19:18:17 -0400, "Dudhorse" <dudhorse@bellsouth.net>
    wrote:

    >... as someone who has been subjected to less-than-stellar customer service
    >from all businesses including cellular I have noticed a pattern. It usually
    >takes three tries with different CSR's to fix a problem. I think the usual
    >system is to aim the first time caller at the lowest common denominator of
    >service rep. i.e. a rookie. Then the next time you call about the same
    >problem(probably tracked by your phone number) you are moved up the
    >experience ladder till hopefully the problem gets solved.
    >
     
  3. Amyggy

    Amyggy Guest

    Dudhorse wrote:
    > ... as someone who has been subjected to less-than-stellar customer

    service
    > from all businesses including cellular I have noticed a pattern. It

    usually
    > takes three tries with different CSR's to fix a problem. I think the

    usual
    > system is to aim the first time caller at the lowest common

    denominator of
    > service rep. i.e. a rookie. Then the next time you call about the

    same
    > problem(probably tracked by your phone number) you are moved up the
    > experience ladder till hopefully the problem gets solved.



    ***Absolutely and positively the biggest load of uninformed crap I've
    ever heard... Anyone who's ever worked in a call center can tell you
    that the calls are routed 1st come 1st served. There's no system
    whereby you get routed based on your phone number. Consider the facts
    as to why there's a solution usually by the 3rd try... I worked for
    Cingular so I know they are adamant about their reps noting the
    accounts. Every time you call with an issue the rep notes what you
    tried and what's going on. The next time you call in for an issue, the
    person on the phone already has a one up on the previous rep. If the
    issue is still not resolved, then obviously the next rep you speak with
    will be even further ahead on the ladder of knowlege. Those reps on the
    phone are taking A LOT of grief from the customers because people
    rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
    good work". People only call when they have a problem. To top it all
    off, they have to keep their average call time under a certain amount
    of time, and the pay they receive, isn't really worth the grief...
    Either way, regarding Cingular's problem resolution, think twice before
    you assume... Nothing is perfect, but those people are working hard to
    fix it for you...
     
  4. Jack Zwick

    Jack Zwick Guest

    In article <HjZ5e.36542$UW6.11750@bignews5.bellsouth.net>,
    "Dudhorse" <dudhorse@bellsouth.net> wrote:

    > ... as someone who has been subjected to less-than-stellar customer service
    > from all businesses including cellular I have noticed a pattern. It usually
    > takes three tries with different CSR's to fix a problem. I think the usual
    > system is to aim the first time caller at the lowest common denominator of
    > service rep. i.e. a rookie. Then the next time you call about the same
    > problem(probably tracked by your phone number) you are moved up the
    > experience ladder till hopefully the problem gets solved.


    Would that it be that simple. Basically is once a company (Cable,
    Cellular, etc) has your money and you in a contract, you're a piece of
    cash flow, and if it costs extra to handle your account, maybe they'd
    just as soon scare you away.
     
  5. Jack Zwick

    Jack Zwick Guest

    In article <1113112092.274679.234360@z14g2000cwz.googlegroups.com>,
    "Amyggy" <amyggy@gmail.com> wrote:

    > Dudhorse wrote:
    > > ... as someone who has been subjected to less-than-stellar customer

    > service
    > > from all businesses including cellular I have noticed a pattern. It

    > usually
    > > takes three tries with different CSR's to fix a problem. I think the

    > usual
    > > system is to aim the first time caller at the lowest common

    > denominator of
    > > service rep. i.e. a rookie. Then the next time you call about the

    > same
    > > problem(probably tracked by your phone number) you are moved up the
    > > experience ladder till hopefully the problem gets solved.

    >
    >
    > ***Absolutely and positively the biggest load of uninformed crap I've
    > ever heard... Anyone who's ever worked in a call center can tell you
    > that the calls are routed 1st come 1st served. There's no system
    > whereby you get routed based on your phone number. Consider the facts
    > as to why there's a solution usually by the 3rd try... I worked for
    > Cingular so I know they are adamant about their reps noting the
    > accounts. Every time you call with an issue the rep notes what you
    > tried and what's going on. The next time you call in for an issue, the
    > person on the phone already has a one up on the previous rep. If the
    > issue is still not resolved, then obviously the next rep you speak with
    > will be even further ahead on the ladder of knowlege. Those reps on the
    > phone are taking A LOT of grief from the customers because people
    > rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
    > good work". People only call when they have a problem. To top it all
    > off, they have to keep their average call time under a certain amount
    > of time, and the pay they receive, isn't really worth the grief...



    Thanks for that honesty. Handle Time restraints is what encourages reps
    to lie to get you off the phone, and to mis state the matter when your
    account is notated.
     
  6. Slope

    Slope Guest

    On 9 Apr 2005 22:48:12 -0700, "Amyggy" <amyggy@gmail.com> wrote:

    >
    >Dudhorse wrote:
    >> ... as someone who has been subjected to less-than-stellar customer

    >service
    >> from all businesses including cellular I have noticed a pattern. It

    >usually
    >> takes three tries with different CSR's to fix a problem. I think the

    >usual
    >> system is to aim the first time caller at the lowest common

    >denominator of
    >> service rep. i.e. a rookie. Then the next time you call about the

    >same
    >> problem(probably tracked by your phone number) you are moved up the
    >> experience ladder till hopefully the problem gets solved.

    >
    >
    >***Absolutely and positively the biggest load of uninformed crap I've
    >ever heard... Anyone who's ever worked in a call center can tell you
    >that the calls are routed 1st come 1st served. There's no system
    >whereby you get routed based on your phone number. Consider the facts
    >as to why there's a solution usually by the 3rd try... I worked for
    >Cingular so I know they are adamant about their reps noting the
    >accounts. Every time you call with an issue the rep notes what you
    >tried and what's going on. The next time you call in for an issue, the
    >person on the phone already has a one up on the previous rep. If the
    >issue is still not resolved, then obviously the next rep you speak with
    >will be even further ahead on the ladder of knowlege. Those reps on the
    >phone are taking A LOT of grief from the customers because people
    >rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
    >good work". People only call when they have a problem. To top it all
    >off, they have to keep their average call time under a certain amount
    >of time, and the pay they receive, isn't really worth the grief...
    >Either way, regarding Cingular's problem resolution, think twice before
    >you assume... Nothing is perfect, but those people are working hard to
    >fix it for you...


    Oh! The results of management focusing on employee productivity
    instead of focusing on customer satisfaction! I would venture to say,
    if CSRs were polite AND took their time to solve the customers issues,
    they would most likely be able to up sell thereby generating more
    profits for the company.

    SloPe
     
  7. Jack Zwick

    Jack Zwick Guest

    In article <836i51dgp7sec718o8gc5dbhe0oue33f6m@4ax.com>,
    Slope <slope7shit@excite.com> wrote:

    > On 9 Apr 2005 22:48:12 -0700, "Amyggy" <amyggy@gmail.com> wrote:
    >
    > >
    > >Dudhorse wrote:
    > >> ... as someone who has been subjected to less-than-stellar customer

    > >service
    > >> from all businesses including cellular I have noticed a pattern. It

    > >usually
    > >> takes three tries with different CSR's to fix a problem. I think the

    > >usual
    > >> system is to aim the first time caller at the lowest common

    > >denominator of
    > >> service rep. i.e. a rookie. Then the next time you call about the

    > >same
    > >> problem(probably tracked by your phone number) you are moved up the
    > >> experience ladder till hopefully the problem gets solved.

    > >
    > >
    > >***Absolutely and positively the biggest load of uninformed crap I've
    > >ever heard... Anyone who's ever worked in a call center can tell you
    > >that the calls are routed 1st come 1st served. There's no system
    > >whereby you get routed based on your phone number. Consider the facts
    > >as to why there's a solution usually by the 3rd try... I worked for
    > >Cingular so I know they are adamant about their reps noting the
    > >accounts. Every time you call with an issue the rep notes what you
    > >tried and what's going on. The next time you call in for an issue, the
    > >person on the phone already has a one up on the previous rep. If the
    > >issue is still not resolved, then obviously the next rep you speak with
    > >will be even further ahead on the ladder of knowlege. Those reps on the
    > >phone are taking A LOT of grief from the customers because people
    > >rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
    > >good work". People only call when they have a problem. To top it all
    > >off, they have to keep their average call time under a certain amount
    > >of time, and the pay they receive, isn't really worth the grief...
    > >Either way, regarding Cingular's problem resolution, think twice before
    > >you assume... Nothing is perfect, but those people are working hard to
    > >fix it for you...

    >
    > Oh! The results of management focusing on employee productivity
    > instead of focusing on customer satisfaction! I would venture to say,
    > if CSRs were polite AND took their time to solve the customers issues,
    > they would most likely be able to up sell thereby generating more
    > profits for the company.


    No, that hurts also. Just see why SprintPCS rates poorly on JDPower
    surveys, because their CSRs in addition to strictly enforced 6 minute
    Handle times, have upsell quotas.

    How about calling a percentage of customer contacts a few days later and
    see if their problem was solved, and judge CSRs on that??? "One and
    Done" is a total fiction when you have Handle Time limits, quotas on
    upselling, and limits on call escalation.
     
  8. Dudhorse

    Dudhorse Guest

    "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    news:jzwick3-FB8B5C.05120610042005@news1.west.earthlink.net...
    > In article <1113112092.274679.234360@z14g2000cwz.googlegroups.com>,
    > "Amyggy" <amyggy@gmail.com> wrote:
    >
    >> Dudhorse wrote:
    >> > ... as someone who has been subjected to less-than-stellar customer

    >> service
    >> > from all businesses including cellular I have noticed a pattern. It

    >> usually
    >> > takes three tries with different CSR's to fix a problem. I think the

    >> usual
    >> > system is to aim the first time caller at the lowest common

    >> denominator of
    >> > service rep. i.e. a rookie. Then the next time you call about the

    >> same
    >> > problem(probably tracked by your phone number) you are moved up the
    >> > experience ladder till hopefully the problem gets solved.

    >>
    >>
    >> ***Absolutely and positively the biggest load of uninformed crap I've
    >> ever heard... Anyone who's ever worked in a call center can tell you
    >> that the calls are routed 1st come 1st served. There's no system
    >> whereby you get routed based on your phone number. Consider the facts
    >> as to why there's a solution usually by the 3rd try... I worked for
    >> Cingular so I know they are adamant about their reps noting the
    >> accounts. Every time you call with an issue the rep notes what you
    >> tried and what's going on. The next time you call in for an issue, the
    >> person on the phone already has a one up on the previous rep. If the
    >> issue is still not resolved, then obviously the next rep you speak with
    >> will be even further ahead on the ladder of knowlege. Those reps on the
    >> phone are taking A LOT of grief from the customers because people
    >> rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
    >> good work". People only call when they have a problem. To top it all
    >> off, they have to keep their average call time under a certain amount
    >> of time, and the pay they receive, isn't really worth the grief...

    >
    >
    > Thanks for that honesty. Handle Time restraints is what encourages reps
    > to lie to get you off the phone, and to mis state the matter when your
    > account is notated.



    .... it also looks like he is describing a work enviroment that chews up its
    employees as much as the customers.
    BTW the last customer service hell I endured was with Cingular - I will
    never ever go through that again.
    If my Cingular prepaid phone service glitches again I will toss the phone
    and eat the loss on my remaining balance.
     
  9. "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    news:jzwick3-FB8B5C.05120610042005@news1.west.earthlink.net...

    >
    >
    > Thanks for that honesty. Handle Time restraints is what encourages reps
    > to lie to get you off the phone, and to mis state the matter when your
    > account is notated.


    Facts? Cites? Anything credible to back up your claim? Of course not- you
    have no knowledge of the subject. All you want to do is spread lies.
     
  10. Haven't you heard...you don't call customer service with any company. It
    will just get worse. Even at Comcast some times. Though with Comcast, there
    aren't any termination fees...who would want to treat a customer that way?
    :)


    "Dudhorse" <dudhorse@bellsouth.net> wrote in message
    news:HjZ5e.36542$UW6.11750@bignews5.bellsouth.net...
    > ... as someone who has been subjected to less-than-stellar customer
    > service from all businesses including cellular I have noticed a pattern.
    > It usually takes three tries with different CSR's to fix a problem. I
    > think the usual system is to aim the first time caller at the lowest
    > common denominator of service rep. i.e. a rookie. Then the next time you
    > call about the same problem(probably tracked by your phone number) you are
    > moved up the experience ladder till hopefully the problem gets solved.
    >
     
  11. Steve Sobol

    Steve Sobol Guest

    Xman(AKA Mike) wrote:
    > Haven't you heard...you don't call customer service with any company. It
    > will just get worse. Even at Comcast some times. Though with Comcast, there
    > aren't any termination fees...who would want to treat a customer that way?
    > :)


    Disclaimer: Xman claims to work for Comcast. :p

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"
     
  12. Matt Mizzi

    Matt Mizzi Guest

    Scott Stephenson wrote:
    > "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    > news:jzwick3-FB8B5C.05120610042005@news1.west.earthlink.net...
    >
    >
    >>
    >>Thanks for that honesty. Handle Time restraints is what encourages reps
    >>to lie to get you off the phone, and to mis state the matter when your
    >>account is notated.

    >
    >
    > Facts? Cites? Anything credible to back up your claim? Of course not- you
    > have no knowledge of the subject. All you want to do is spread lies.
    >
    >


    Pfft.
     
  13. Jack Zwick

    Jack Zwick Guest

    In article <425bde78$0$5595$afc38c87@news.optusnet.com.au>,
    Matt Mizzi <mmmmizzi@optusnet.com.au> wrote:

    > Scott Stephenson wrote:
    > > "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    > > news:jzwick3-FB8B5C.05120610042005@news1.west.earthlink.net...
    > >
    > >
    > >>
    > >>Thanks for that honesty. Handle Time restraints is what encourages reps
    > >>to lie to get you off the phone, and to mis state the matter when your
    > >>account is notated.

    > >
    > >
    > > Facts? Cites? Anything credible to back up your claim? Of course not- you
    > > have no knowledge of the subject. All you want to do is spread lies.


    We just had Cingular employees tell us so. I guess Scott only reads the
    posts he wants to.
     
  14. "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    news:jzwick3-EBD454.17495012042005@news1.west.earthlink.net...

    >
    > We just had Cingular employees tell us so. I guess Scott only reads the
    > posts he wants to.


    Funny- I read no such thing in that post. She mentioned a handle time. I
    missed the part where it was stated as a number.

    BTW, Jack- I defy you to name a single customer service call center
    environment (any industry) that does not measure this. You can't, because
    they all do. You also need to draw a direct correlation between your latest
    rant and poor customer service. I could point to a large number of call
    centers around the country whose handle time is at or around 4 minutes and
    customer satisfaction is 85%+ (on a bad day). That sort of shoots your
    whole illogical theory to crap. Now, if you have hard facts to back you up,
    go for it. If youdon't, then you better stay inside- the sky is falling.
     
  15. Remove This

    Remove This Guest

    --
    I work for the ILEC ...." stuff happens! "

    "Scott Stephenson" <scott.stephensonson@adelphia.net> wrote in message
    news:h-6dnTtJQu9XwMHfRVn-pA@adelphia.com...
    >
    > "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    > news:jzwick3-EBD454.17495012042005@news1.west.earthlink.net...
    >
    >>
    >> We just had Cingular employees tell us so. I guess Scott only reads the
    >> posts he wants to.

    >
    > Funny- I read no such thing in that post. She mentioned a handle time. I
    > missed the part where it was stated as a number.
    >
    > BTW, Jack- I defy you to name a single customer service call center
    > environment (any industry) that does not measure this. You can't, because
    > they all do.


    I / We maintain 911 networks for a significant part of the USA, and are also
    the primary customer service "SPOC" for the 911 dispatchers that may be
    having
    difficulties, or hardware/software problems with their equipment, on a 24/7
    basis.
    Call Time is not measured, and is considered irrelevant. Sort of what I say
    about
    the wind speed, while heading down I-x95 with the top down!.
     
  16. You must of been that teachers pet in high school that could never get laid
    and people hated because you had this chip on your shoulder. Go be a geek
    some where else or some thing, will ya?

    "Steve Sobol" <sjsobol@JustThe.net> wrote in message
    news:4259E367.8020001@JustThe.net...
    > Xman(AKA Mike) wrote:
    >> Haven't you heard...you don't call customer service with any company. It
    >> will just get worse. Even at Comcast some times. Though with Comcast,
    >> there aren't any termination fees...who would want to treat a customer
    >> that way? :)

    >
    > Disclaimer: Xman claims to work for Comcast. :p
    >
    > --
    > JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    > Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED
    >
    > "The wisdom of a fool won't set you free"
    > --New Order, "Bizarre Love Triangle"
     
  17. Steve Sobol

    Steve Sobol Guest

    Xman(AKA Mike) wrote:
    > You must of been that teachers pet in high school that could never get laid
    > and people hated because you had this chip on your shoulder. Go be a geek
    > some where else or some thing, will ya?


    *I* have a chip on my shoulder?

    I'm not the one in here pissing and moaning about Verizon all the time, when
    you've made it clear that Cingular works better for you.

    I'm not the one shilling for Comcast, and by the way, if most of Comcast's
    employees are obnoxious morons like you, I'm glad they're not my cable company.

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"
     
  18. DevilsPGD

    DevilsPGD Guest

    In message <h-6dnTtJQu9XwMHfRVn-pA@adelphia.com> "Scott Stephenson"
    <scott.stephensonson@adelphia.net> wrote:

    >"Jack Zwick" <jzwick3@mindspring.com> wrote in message
    >news:jzwick3-EBD454.17495012042005@news1.west.earthlink.net...
    >
    >>
    >> We just had Cingular employees tell us so. I guess Scott only reads the
    >> posts he wants to.

    >
    >Funny- I read no such thing in that post. She mentioned a handle time. I
    >missed the part where it was stated as a number.
    >
    >BTW, Jack- I defy you to name a single customer service call center
    >environment (any industry) that does not measure this. You can't, because
    >they all do. You also need to draw a direct correlation between your latest
    >rant and poor customer service. I could point to a large number of call
    >centers around the country whose handle time is at or around 4 minutes and
    >customer satisfaction is 85%+ (on a bad day). That sort of shoots your
    >whole illogical theory to crap. Now, if you have hard facts to back you up,
    >go for it. If youdon't, then you better stay inside- the sky is falling.


    Call time was not tracked at my last call center job, but we did track
    the number of calls per day, which is roughly the same thing represented
    differently.

    We also didn't track abandons since we can't control abandons.


    --
    They'll say, 'You can't joke about rape. Rape's not funny.'
    I can prove to you that rape is funny. Picture Porky Pig raping Elmer Fudd.
    See? Hey, why do you think they call him Porky?
    -- George Carlin
     
  19. Jack Zwick

    Jack Zwick Guest

    In article <XNa7e.19273$1p4.9623@trndny06>,
    "Remove This" <telcotech@verizon.net> wrote:

    > --
    > I work for the ILEC ...." stuff happens! "
    >
    > "Scott Stephenson" <scott.stephensonson@adelphia.net> wrote in message
    > news:h-6dnTtJQu9XwMHfRVn-pA@adelphia.com...
    > >
    > > "Jack Zwick" <jzwick3@mindspring.com> wrote in message
    > > news:jzwick3-EBD454.17495012042005@news1.west.earthlink.net...
    > >
    > >>
    > >> We just had Cingular employees tell us so. I guess Scott only reads the
    > >> posts he wants to.

    > >
    > > Funny- I read no such thing in that post. She mentioned a handle time. I
    > > missed the part where it was stated as a number.
    > >
    > > BTW, Jack- I defy you to name a single customer service call center
    > > environment (any industry) that does not measure this. You can't, because
    > > they all do.

    >
    > I / We maintain 911 networks for a significant part of the USA, and are also
    > the primary customer service "SPOC" for the 911 dispatchers that may be
    > having
    > difficulties, or hardware/software problems with their equipment, on a 24/7
    > basis.
    > Call Time is not measured, and is considered irrelevant. Sort of what I say
    > about
    > the wind speed, while heading down I-x95 with the top down!.


    Obviously lying since know-it-all Scott says such a call center doesn't
    exist. :->
     
  20. Remove This

    Remove This Guest

    Took me a moment, Jack, but a big LOL there !!!

    --
    I work for the ILEC ...." stuff happens! "



    >> I / We maintain 911 networks for a significant part of the USA, and are
    >> also
    >> the primary customer service "SPOC" for the 911 dispatchers that may be
    >> having
    >> difficulties, or hardware/software problems with their equipment, on a
    >> 24/7
    >> basis.
    >> Call Time is not measured, and is considered irrelevant. Sort of what I
    >> say
    >> about
    >> the wind speed, while heading down I-x95 with the top down!.

    >
    > Obviously lying since know-it-all Scott says such a call center doesn't
    > exist. :->
     

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