Customer Care should be a 1-900 number
Customer's are not able to dial 1-900 #'s from their cell phone's . . . so they would have to dial in from a landline . . . and they would be charged . . . let's say . . . $0.99/minute, which would stop people from calling in for a $0.03 credit and annoying me all day long. Anyone agree ?
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totally agree!!!! with you they should charge because then the customers wouldn't call in for stupid charges. like a .10 for a text messaging charge. or something else stupid. drives me right up the wall 🙄
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At my old job doing tech support, we had a long distance number. Life was grand...
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yeah i total agree, then cust wouldnt sit there and ask the same question 4534897 times. nothing is more annoying then trying to natate the account and joe blow asks for the account balance 48954358 times so you have to keep flipping through the screens, grrrr 😡
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if people calling in to you with serious (to them) problems with their bill or account is bothersome to you, then you, my compatriot, are in the wrong job. 🙄
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I really don't think customer's calling in to get a $0.10 credit for a text message that they claim that thay never sent is a serious problem.
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You are missing my point, my "compatriot" for one, i dont like this job it pays my bills and get me through university till i get my real job, therefore i really dont care about joe blow and his stupid "serious" issue. For two when joe blow asks me the same question 45439574390578430958 times it's annoying VERY ANNOYING and THAT is bothersome to me.
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Pffffft.
I don't even know what they are paying me for anymore. Am I customer service? Then, pray, why can I not transfer? Why must I make the call as short as possible? I am not getting paid for helping people. I think I am getting paid to have good stats, under the guise of customer service, but then, how come I can't have ACW to do notes? Notation makes the call longer. And the transferring (a bad thing)makes the call shorter (a good thing), but then my stats suffer anyways (a bad thing?)
Oh, What tangled webs we weave / When we practice to deceive
I don't even know what they are paying me for anymore. Am I customer service? Then, pray, why can I not transfer? Why must I make the call as short as possible? I am not getting paid for helping people. I think I am getting paid to have good stats, under the guise of customer service, but then, how come I can't have ACW to do notes? Notation makes the call longer. And the transferring (a bad thing)makes the call shorter (a good thing), but then my stats suffer anyways (a bad thing?)
Oh, What tangled webs we weave / When we practice to deceive
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Yeah, it seems like this deal is getting worse all the time. I still take ACW anyway when I need it but then, my average handle time is actually pretty low due to the kinds of calls I get, and I could stand to lengthen my calls. I'm just lucky about that, I guess.
But either way, this focus on stats above all else does really bother me.
We are paid to help customers, but they decide whether or not we are worth paying based onb our stats, and while those stats do indeed affect to some degree how much we are worth our pay, the main thing that we should be judged on can't be measured purely in statistics of any sort. I think they need to come up with a more holistic system that still takes stats into account, but focuses on our actions.
But either way, this focus on stats above all else does really bother me.
We are paid to help customers, but they decide whether or not we are worth paying based onb our stats, and while those stats do indeed affect to some degree how much we are worth our pay, the main thing that we should be judged on can't be measured purely in statistics of any sort. I think they need to come up with a more holistic system that still takes stats into account, but focuses on our actions.
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Or, at least statistics that are useful. But getting good statistics that can influence the way these centres operate costs money: a lot of monitors, a lot of time, a lot of categories that need to be watched for, recorded, and eventually read. Then they can come out with policy that reflects what is actually happening. But we aren't here to satisfy. No no, we are her for PROFIT. 👿
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True, we are here for their profit, everything in this business is here, ultimately, for their profit. however, the means by which we are supposed to provide that profit is by attempting to satisfy customers and keep them around.
my own personal take on this is that I'm going to do what I can to help my customers (within reason, and as long as it satisfies my own definition of "help"), and my stats are secondary to that. If that becomes an issue, I'll try to find a way to compromise and adjust to improving those stats, but I refuse to make helping customers secondary to stats.
my own personal take on this is that I'm going to do what I can to help my customers (within reason, and as long as it satisfies my own definition of "help"), and my stats are secondary to that. If that becomes an issue, I'll try to find a way to compromise and adjust to improving those stats, but I refuse to make helping customers secondary to stats.
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Yes! Just because cingular does not know what is good for the customers, doesn't mean we should lose focus on what is important: the customer's issue (let us not start pointing out how much we despise the customer and how his problem is stupid and la la). We know why we're here, let's do our job, and if can get good stats along the way, bully for us.
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Well think of it this way, the company is like the matrix, the customers are the source of power and money is the power itself and the service is like the virtual world.
That place to keep customers occupied while the company sucks the money out of the customer and we are here as the agents, maintaining balance.
OR you could use a kinda of self sufficient virus example.
That place to keep customers occupied while the company sucks the money out of the customer and we are here as the agents, maintaining balance.
OR you could use a kinda of self sufficient virus example.
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Maybe not a 900 number because some people have legitimate concerns , but for stupid escalations we should be able to debit the account for 5 bux a minute 😈 👿
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back in the day sprint used to charge for cust care calls, like 2.50 added to their bill, and then if they escalated it was even more.. that woulda been AWESOME.
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sanguinemoon said:
Maybe not a 900 number because some people have legitimate concerns , but for stupid escalations we should be able to debit the account for 5 bux a minute 😈 👿
the amount of mistakes i fix in a day sure looks like we should be paying the customers something for all there trouble. there is no need for all the billing mistakes we fix each day
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No, I mean stupid crap like esclating to me for 30 minutes because she didn't feel like taking a defective phone back to the postoffice 🙄
Real mistakes on our part, of course don't charge them.
Real mistakes on our part, of course don't charge them.
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