Customer Sevice Departments Informative - CEO's Presidents, owners, Managers, CSR's

Review by badenpaperboy on 2009-10-21
This message is for companies that have customers, clients etc. Will you please get on the same page with each other. Will you please slap yourself and tell your employees that you're dealing with people! People talk to each other! Now more than ever, our voice is out there telling each other how you treat us. This great forum plus many others allow us to warn or encourage others about you. From cable to phones both land and cell, credit cards which are banks, etc. aren't customers important to you. I've had more problems in the last few years than the previous 50! Why not work with your customers rather than lose them. Is service so bad in this country and competitors so few that you think overbilling, charging, not explaining what your getting, or receiving, that you don't have to care?People do care. I encourage you to review and change your anti- consumer policies We need more competition in this country. Aren't we your brothers, sisters, children, parents friends, and neighbors? Why?
Comments:10 Replies - Latest reply on 2009-10-21
Posted by Anonymous on 2009-10-21:
Most of the problems with how people perceive they're being treated is because they don't read or pay attention to the terms and conditions of their purchases. When they then don't get their way, they complain and tell others how unfairly they were treated.
Posted by Anonymous on 2009-10-21:
This looks more like a complaint than informative.
Posted by memoryx57 on 2009-10-21:
Yes, they do put all this crap in their terms and conditions. My take on it is, if they have to bury it in their legalese somewhere, they have something to hide. Which translates to me that they can't be trusted. Just because they have it in their t&c's doesn't make it right or moral...I don't think most large companies have any morals anymore...As long as consumers keep giving them a "pass" on it, they'll just continue to do it.
Posted by BEJ on 2009-10-21:
I also think that the response you get from someone can be influenced by how you the customer approach them. If you start off by yelling, cussing them out and generally being rude--you may not get the same response you would by being polite and calmly explaing your problem. Courtesy goes both ways-not just from the customer service rep but the customer should be courteous as well.
Posted by Anonymous on 2009-10-21:
There's only so much CSR's can do with working with a customer before it's breaking rules and policy violations. If it's something they simply cannot do, they CANNOT it. It doesn't matter how much swearing and cursing you do, what fit you throw, how many calls you make, what emails you send... they cannot do it. Accept it and move on.
Posted by Pepper on 2009-10-21:
BEJ ++
So many people don't realize that!

So many people go up for service when they're mad and they expect the CSR to be a personal punching bag. A personal punching bag that doesn't dare react to being screamed at or threatened...

It's amazing how many people think it's appropriate to act like a 5 year old on a full temper tantrum ... while expecting the CSR to have perfect manners etc.

Yes, CSRs do need to realize they're dealing with people.

And those customers need to realize those CSRs ARE PEOPLE TOO.

respect MUST go both ways
or the entire thing fails
Posted by Anonymous on 2009-10-21:
Must also realize that CSR's don't know you. All they know of you is what they see on their screen regarding your account. So, if no note has been made on your account regarding a certain issue, screaming at the CSR isn't going to help your case. Just calmly explain your issue, what happened, what you've been doing or what you need done. Chances are you'll either get your way or close to your way. But, there's always the case where you don't or can't.
Posted by Pepper on 2009-10-21:
or in some cases the customer knows the rules but wants to be the exception to those rules... and is offended if the answer is "no"
Posted by Slimjim on 2009-10-21:
As a person who has/had most all those titles, may I say thanks for the advice. We didn't know there was this wide spread problem and that collusion for remedy is long coming.
Posted by S. on 2009-10-21:
Slim :)

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