Things that annoy me.......
I obviously work for VZW, but, I think this goes for every Custoemr Service Rep in the biz:
1: The person that calls in and says: " There is no possible way I went over my minutes!!" They have a 400 minute plan and have made over 2300 phone calls that month. Yes, I know realistically, you can place 2300 phone calls in off-peak and never use a peak minute ,but, the odds are that you just went over......pay your bill.
2: My husband and I are sitting on the couch side-by-side and his phone has 5 bars of reception and mine only has 3....why is that?? ANSWER:" It is the nature of manufacturing.....you can take 2 Corvettes off the assembly line that are completely identical right down to the color...and one will always be faster"
3: I usu...
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1: The person that calls in and says: " There is no possible way I went over my minutes!!" They have a 400 minute plan and have made over 2300 phone calls that month. Yes, I know realistically, you can place 2300 phone calls in off-peak and never use a peak minute ,but, the odds are that you just went over......pay your bill.
2: My husband and I are sitting on the couch side-by-side and his phone has 5 bars of reception and mine only has 3....why is that?? ANSWER:" It is the nature of manufacturing.....you can take 2 Corvettes off the assembly line that are completely identical right down to the color...and one will always be faster"
3: I usu...
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Wow, you had some time on your hands. 😁 I am right there with you. Especially on number 4. They should be thankful their service is back on as fast as it is considering the way they pay their bills. I applaud your plea for use of ordinary common sense.
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Excellent post, but alas it will not have any affect on people... when it comes to cellular service people lack "common sense" and think they deserve everything for free and it must be perfect...
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I agree with most (if not all) your points.
However, for you to air your feelings as a customer rep as you just did only adds fuel to the fire for people that get upset with reps that are "just there for the paycheck". Your high and mighty rep post (all be it true on most accounts) is totally un-professional.
As a customer "service" rep, it is your job to listen to these customers' problems. It is not your place to judge if their complaints or problems are in your mind idiotic or just plain dumb. Your job is to listen and to appease them to the best of your ability, NOT to shove your foot up their ass, as you so professionally implied.
It is obvious to me that you must not have been very well trained (or just didn't pay attention) ...
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However, for you to air your feelings as a customer rep as you just did only adds fuel to the fire for people that get upset with reps that are "just there for the paycheck". Your high and mighty rep post (all be it true on most accounts) is totally un-professional.
As a customer "service" rep, it is your job to listen to these customers' problems. It is not your place to judge if their complaints or problems are in your mind idiotic or just plain dumb. Your job is to listen and to appease them to the best of your ability, NOT to shove your foot up their ass, as you so professionally implied.
It is obvious to me that you must not have been very well trained (or just didn't pay attention) ...
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It's called venting, maybe you should give it a try. By posting on these forums, a person in a call center can get the things that annoy then off their chest and get back to work.
Haven't you ever pushed the mute button when you are being yelled at because a customer was 60 days late so that you could ensure that you were calm and had ABSOLUTELY nothing but a nice, friendly tone of voice?
Give him a break. If posting to a forum helps alleviate some of the frustration, then I say keep posting.
As for terminating him, that would be way out of line. Did he put his foot up someone's ass? Did he tell the customer that he wanted to put his foot up his ass? Did he tell his TL? No. He posted his feeling about some customers on an ...
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Haven't you ever pushed the mute button when you are being yelled at because a customer was 60 days late so that you could ensure that you were calm and had ABSOLUTELY nothing but a nice, friendly tone of voice?
Give him a break. If posting to a forum helps alleviate some of the frustration, then I say keep posting.
As for terminating him, that would be way out of line. Did he put his foot up someone's ass? Did he tell the customer that he wanted to put his foot up his ass? Did he tell his TL? No. He posted his feeling about some customers on an ...
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And we are just stating our opinions as well. So ill stick to mine and ignore yours. just kidding. 🙂
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LoL...c'mon now people, this is just an internet posting place...
As in any cyber setting, everyone, as anonymous as they may be...is entitled to their own OPINION. No need to get all blah over someone's post.
I, for one, am very thankful that I'm NOT in a customer service rep position 😁 😎 It obviously takes a lot of patience...something that I definitely do NOT have. But that's just me...kudos to all you reps that treat your customers well 🙂
As in any cyber setting, everyone, as anonymous as they may be...is entitled to their own OPINION. No need to get all blah over someone's post.
I, for one, am very thankful that I'm NOT in a customer service rep position 😁 😎 It obviously takes a lot of patience...something that I definitely do NOT have. But that's just me...kudos to all you reps that treat your customers well 🙂
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Yeah, obviously the prick that made the response about terminating him if he was in his division is not a customer service rep probaly a supervisor that forgot how is was to be on the phones.. give me a break there is no customer service rep that did not feel the way this rep did at one point if not every day as long as he is doing his job at work then why are you bothering him here? maybe his post will bring some light to some of these customer's that call and have no point at all like his post states.....
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AngryRA said:
Yeah, obviously the prick that made the response about terminating him if he was in his division is not a customer service rep probaly a supervisor that forgot how is was to be on the phones.. give me a break there is no customer service rep that did not feel the way this rep did at one point if not every day as long as he is doing his job at work then why are you bothering him here? maybe his post will bring some light to some of these customer's that call and have no point at all like his post states.....
Hey, AngryRA, do the world a favor and kill yourself if your so missarable. Otherwise, keep your "prick" comments to yourself!
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cp1973 said:AngryRA said:
Yeah, obviously the prick that made the response about terminating him if he was in his division is not a customer service rep probaly a supervisor that forgot how is was to be on the phones.. give me a break there is no customer service rep that did not feel the way this rep did at one point if not every day as long as he is doing his job at work then why are you bothering him here? maybe his post will bring some light to some of these customer's that call and have no point at all like his post states.....
Hey, AngryRA, do the world a favor and kill yourself if your so missarable. Otherwise, keep your "prick" comments to yourself!
I would get ...
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That is a little uncalled for! If you can state your opinions then others can state theirs. If someone thinks your a "Prick" Oh well. But there si no need to tell them to kill themselves. Grow up. Get off your Power Trip. And leave those who want to post their grievences alone!
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You can't seriosuly think you can train someone not to be a human being without thoughts or feelings. If they had ranted this to a customer, yes I could see termination. But you cannot seriosuly consider termination for someone you don't even know for something typed on the INTERNET of all places, on a forum that was made for just that.
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I'll bet money that this guy doesn't even work for Customer Service... Or even for Verizon...
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Maybe seeing some of the ridiculous things customer's request in black & white hit to close to home for this person. Do they see themselves in any of the points that were mentioned? Also, I seriously doubt that person even works for VZW, because the comment about how AngryRa should kill themselves was the most unprofessional response from an employee and if compliance ever found out, they would be would be the person terminated not BLS. Kudos to you BLS for putting in writing just a sample what we as customer service reps deal with in a daily basis.
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Uptight?? All his/her points were valid, I'm guessing you are some supervisor who doesn't handle customers anymore on a regular basis. You sound like you are so far removed from what is going on. These things do happen, all the time, over the phone and in the retail store setting. You need to relax, and maybe read some of the post on legalizing marijuana.
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I resent everything you just said. BLS sounds like they are a very well educated customer service rep and they are merely posting this for people to ponder. And by the way...if you were in my department, I'd shove my foot up your @$%. You are just as bad as those retarded, idiotic, "give me something for nothing" customers. 😈
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From reading your response it's pretty easy to determine you've clearly never worked in any division where you had any authoritative power whatsoever regarding the employment of another individual.
Thanks for clearing that up.
Thanks for clearing that up.
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BBKahuna said:
From reading your response it's pretty easy to determine you've clearly never worked in any division where you had any authoritative power whatsoever regarding the employment of another individual.
Thanks for clearing that up.
Actually, I do, and we do pretty well, without airing our "dirty laundry". So thank you for your response (as worthless as it is). 😉
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Wow, good comeback.
Seriously, you sounded at least halfway intelligent in you first post. Then you went down hill fast. Telling someone to kill themselves, real nice. You stated your opinion, I stated mine, that should have been it.
Now I know that some people came in and took what you said personally, thats their problem. You as a supervisor should have had enough sense to just let it slide. Instead you brought yourself down to the name calling and insult slinging level. Normally I try to stay out of there, but...
Big Daddy, you couldn't kick his azz until you get him to pull his head out of it first, sounds like its pretty far up HIS COLON.
Seriously, you sounded at least halfway intelligent in you first post. Then you went down hill fast. Telling someone to kill themselves, real nice. You stated your opinion, I stated mine, that should have been it.
Now I know that some people came in and took what you said personally, thats their problem. You as a supervisor should have had enough sense to just let it slide. Instead you brought yourself down to the name calling and insult slinging level. Normally I try to stay out of there, but...
Big Daddy, you couldn't kick his azz until you get him to pull his head out of it first, sounds like its pretty far up HIS COLON.
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yeah well lucky thing this is a third party website so we don't have to follow company policy about customer facing communication, isn't it? 🙄
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On the other side though, CP, hearing the same scenarios over and over and over and over get a little old. These people have absolutely no right coming in to us screaming to get their problems resolved. we are the ones that they are coming to for help, yet they belittle us? Sounds like "Biting the hand that feeds you". It is in fact quite tempting to actually stick their own phones up their @$$&$.
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I can definately tell you work in a training enviroment. All you have to do all day is tell people how great something is going to be and when it fails, Oh well I just did what I was told. This is not a place for people like you. Now go back to your desk and ponder how great every thing is and wake up and smell reality. Because if you were my trainer I would of terminated myself.
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Answer to #2: Because he's holding the remote.
ACtaully #5 is right. US laws say submittal is as good as the post mark.
ACtaully #5 is right. US laws say submittal is as good as the post mark.
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You know... That's exactly it. You've got it to the T... This is what we face everyday as CSR's in the wireless industry...
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I can honestly say that you are the COOLEST person in the whole world. I'm serious. That was the best thread EVER!! Rock on BLS. You da man! (or woman?)
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*claps* , possibly tearey eyed-Though not with VZW, I have been in customer service for 2 years. Theres not much more I could/would add to that except take responsibility for your kids....as in, if you are going to take the chance on giving a 13 y/o their very own cell phone, when you get your next $600.00 phone bill from the 30 ringtones they've downloaded, 1000 minutes they've gone over the plan, and all their friends they've sent text messages to and from without your knowledge and choice not to include text messaging with your plan, shame on you to call your service provider and yell at US for letting your bill get that high. Think of when you were that age--I know I'm not the only one who lied to mom when my hand got caught in the cooki...
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one more thing I would like to add to this, however...I care a great deal about my job, my company, and our customers. I understand my chosen role, and that frequently we will be opposed with such scenarios. Customer focus is our main goal, and very well do I realize without our customers, nobody we would be. Customers most times have very valid concerns, and I don't believe this post on my part, or on anyone elses was to imply we are shoving any feet in any orfices through the handset speaker. We do our best to relate to our customer in the best way they will understand the situation, and how it will be fixed, weather it be billing, service, handset, technical, or just general questions. Most customers do not understand the way things work ...
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Hey BLS,
A fellow coworker that works for VZW, awesome! I agree with you completely my friend...I must take at least 20 to 30 escalations a day due to customers thinking they are entitled or deserve credits, or other things. Credits are the biggest escalations I have these days, and I don't get it.
I can comment on each one of your headings.
1) I had one customer that I told two months to not to add her daughter(who is 15)as a secondary user. She stated she would watch her usuage and keep track of her usage. I suggested a prepaid. Well she decided to go with her idea(so I get her to sales and get her set), couple months later, I get an escalation with this customer stating she was not told about what would happen(and I did). Custo...
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A fellow coworker that works for VZW, awesome! I agree with you completely my friend...I must take at least 20 to 30 escalations a day due to customers thinking they are entitled or deserve credits, or other things. Credits are the biggest escalations I have these days, and I don't get it.
I can comment on each one of your headings.
1) I had one customer that I told two months to not to add her daughter(who is 15)as a secondary user. She stated she would watch her usuage and keep track of her usage. I suggested a prepaid. Well she decided to go with her idea(so I get her to sales and get her set), couple months later, I get an escalation with this customer stating she was not told about what would happen(and I did). Custo...
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