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what do u think I should do?


Jul 17, 2005, 11:09 PM
quality dept. on their damn high horse thought it would be a hoot to give me a 0 on a call because of call fail (they said the cust. hung up) which didn't happen.
Next, I check the notes on the account after my TL told me the rediculous news and gave me a "paper" from the quality dept.

Notes say "cust called in the suspend both lines for vac/seasonal, debited each line 9.99"

This was 6 weeks ago and still haven't heard anything about it after talking to 3 TL's about it including my own. All 3 said they would look into it.
The reason i got the 0 was because quality said the cust. hung up on me because I had her on mute and didn't go back to her because I probably turned the phone down and couldn't hear her. Basically I told them th...

Jul 18, 2005, 2:26 PM
One thing that would work would be for you to used MUTE instated of HOLD so this won't happen again.

Just aske the customer if they mind, here- "Would you mind if i place you on a silent hold while i look into that for you?" This allows you to still look up info, make changes & ect, while still being able to hear the customer. this is a way to make sure that it never happens again.

But, for the 0 on the monitor i know how you feel, quality was on their high horse when they gave me a monitor last week - i was fail because i called a cust by the first name with out asking for permission, like really it's his name.

I would have signed or initaled the monitor when they gave it back to me, because once you do your sorta agreeing to what ...

Jul 18, 2005, 5:16 PM
ok but you didn't read the post. This happend because the cust was on mute. Putting them on mute isn't going to fix it that's why i put them on hold so they know they are on hold. Mute is just stupid because they dont know if u are still there. At least with hold they here music and are waiting for u to come back.

Jul 18, 2005, 8:18 PM
When you put them on mute just say it is going to sound like dead air so please don't hang up...........99% of the time they say hey great thanks sometimes i never know. It takes 2 seconds and works.

And if you called the customer back there should not have been an issue. but then again i don't know cuz i can't hear the call

Jul 18, 2005, 9:06 PM
i didnt have to call the cust back because she didnt hang up. The issue was solved and then she hung up. But QA dept said she did and i said no.

Jul 19, 2005, 8:16 AM
I think you should get a new job!!
You've been on here complaining about numerous different things... what happened to you quitting at repreferencing??? Laughing
Maybe it's time for you to move on or get over it Rolling Eyes

Jul 25, 2005, 10:27 PM
I think you should ask to hear the call yourself.

Jul 19, 2005, 7:55 PM
the company gives us lots to complain about. Just because your a doormat doesnt mean i am. Public forms are to post anything we want, dont read the posts if ur gonna be a b&tch.

Jul 20, 2005, 9:19 AM
Laughing Laughing a lil bitter are we??.... Rolling Eyes
you know who i am and you know i ain't no doormat!! altho i am a b&tch and quite proud of it Very Happy as you put it so eloquently this is a public form and I can be a b&tch if i wanna Wink
I just get tired of listening to the same people complain over and over! and by the way the name of YOUR thread is "what do u think I should do?" so I just responded to your question fool Laughing

Jul 20, 2005, 4:14 PM
i have no idea who u are

Jul 23, 2005, 12:41 AM
underpaidshabbydog said:
ok but you didn't read the post. This happend because the cust was on mute. Putting them on mute isn't going to fix it that's why i put them on hold so they know they are on hold. Mute is just stupid because they dont know if u are still there. At least with hold they here music and are waiting for u to come back.

Just tell the customers that you will be quiet but will be in the backround listening while you are reseaching the issue and if they have any questions you can still hear them so they can talk/ask while you are doing the research

Jul 23, 2005, 2:01 AM
That totally sucks.
Come to our call centre.
We're told to keep them on mute IF we want, but as long as we don't go over the limit for hold it's fine.
I haven't done the mute thing once, because I find it incredibly awkward when they start talking to someone there, and you're listening.
It's kinda creepy.
So yeah, I put everyone on hold all the time. I've never gotten any comments on it at all.

Also I never dispute QA because I hate the whole process. I got a zero for telling a customer that insurance will cover a damaged phone, when I should have said that the insurance will make that decision whether they want to cover it or not. Bullsh*t, but whatever. I'm too lazy to fight. Apathetic as hell.

So good luck fighting it. Hopef...

Jul 25, 2005, 10:32 PM
Well have you ever considered following the policy procedures for incoming call handling:

Collect all relevant facts before placing the customer on hold.
Follow all appropriate hold procedures:
Explain the reason for placing customer on hold (Set the expectation for the approximate length of time they will be placed on hold).
Obtain the customer's permission before placing them on hold (wait for response).
Examples: "Mr. Smith, may I place you on hold for a moment while I review your invoice?"
Return to the call and thank the customer for holding.
Examples: "Mr. Smith, thank you for holding. I have reviewed your invoice and."
Use your hold button instead of mute, when researching information.
Return to the customer within 90...

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