Shop Talk

Must be a trick question 🤣

neither both can be JERKS 👿

Just kidding I pick agents, the good ones know what your going through

Agents, it's a little easier to explain things to them and I can speak a little more freely with them when explaining policy and stuff.

agents, by far...though I do get the occasionally get the agt who wants nothing but the sales who doesn't care what policy they break....but...yeah...agents.

Yeah, like the customer I got today. Agent gave him a $50 discount on a V3, but got him to flip to another Cing account. The customer called in to cancel the current account; the agent neglected to tell him that he was under contract, and the ETF was $150... 👿

Agents, they usually are extemely helpful, but i woul have to agree with JessiCSR when i say i don't like the ones who get greedy and tell you well if i do this i am going to take the commission for it...even though ur the one who convinced the customer to sign in the first place. ☹️

unless it's an agent calling about thier own account... they turn into nazi wannabes

😈 😈 😈

👿 👿 👿 👿 👿 👿

2. agents.....we have a mutual understanding that we don't really care.

agents, typically they already know enough so that your answer can be concise.

Definately customers

Customers. Usually, the agent calls I get are for covering their @$$/mistakes/flubs. No offense to any agents on here...

😈 That was harsh! But i agree!

Most of the calls I take are escalated, so whoever on the line isn't happy with the answer the previous CSR gave them.

Customers are easy to deal with, you educate them on the policy and offer them a choice to continue or not. Typically when they ask for a manager they just don't believe that the first person they talked to had the authority to make the decision.

Agents and store reps, on the other hand, have already dealt with an upset customer and are often irritated. They think they know the policy already and that they know the ways around it. They also tend to believe that because they work for our client, they can tell me how to do my job.

As an Independent agent, I can definitely understand the situation you are in, but what u must understand is that sometimes, our clients have a bad experience with some of your CSRs and they come to people like us. They b@#ch up a storm and we have to sit here and take it. We get on the phone with you guyz, and whatever problem the customer had is magically taken care of with no problems. Why couldn't you guyz take care of these customers when they call you? If your CSRs had properly taken care of them beforehand, we wouldn't have to call you guys and give you a hard time. Just something to think about ;)

1. The agents explain the situation better, and when we ask for specific information, they relay info better than most customers. They also (sometimes) know the specific questions to ask to maybe help the rep on the phone understand what is going on.

2. Most of our store reps have a 'i could care less' attitude, so they're not yelling at you while you're trying to fix the problem. I think they use the time they have to talk to us as an extra break. ;)

And the agent doesnt trip when we ask for verification information, and the agent will often will clear up questions like 'can I get a free treo'? So its one less no I have to hand out...
It depends on the rep and the agent though.. there are some clued in agents and some clueless reps so it all evens out in the end...

Agents, though I occasionally get one that wants to score brownie points with a customer or thinks that they are the avenging angel of customer service or something and they want to let me know that They Are Not Taking No For An Answer...there is this rivalry or distrust or whatever between retail and customer care and it is silly, we are all basically trying to sort out the customer's issues while the company changes policy several times a day and then only tells half of the departments effected...

almost all the CSR I called had been very helpful to me, but somtimes I get the most stupidest reply/solution. so i have to hang up the phone and call a diffrent CSR.

lately that seems to be the case every time I call. There are some great reps out there that know their job and do it well, but someone is teaching the new ones that when they get a problem on the line they don't know how to fix it they just need to "accidentally" disconnect the line.

ugg! thats so true and very annoying. and you can always tell that they have no idea what you are talking about by the tone of thier voice, and when they say "uhh, alright, i can help you with that." then a long pause followed by a click, a moment of silence, then the dial tone! if they dont know how to help you, find someone to transfer the call to who can help.

I can't imagine, in my 5 years of experience in customer service call centers, that this is the norm. QA departments would flip out.

Bottom line, if you are nice to the CSR then the CSR will be nice to you. If the CSR doesn't have any idea what you are talking about...Thank them, hang up & call back or ask for a supervisor. So many people just get angry and then assume that all CSRs are that way.

I know that as great of a customer service rep that I was, that if I got a major jerk on the phone, my kind and caring attitude would weaken. Kindness will get you anything you want...eventually.

Being a jackass, giving into your anger and taking it out on the CSR will make that CSR lose their desire to help you.

agents.