Demanding change from a Customer Service Rep.Follow

Ach, I hear ya. I've worked as a phone monkey for a cell phone company and it always amazed how rude and well just plain stupid so many people are.

One of the best calls I ever got was from some lady who was calling in for a friend of hers. Her friend went over his minutes and she was wondering if we could give them some credit on the bill - because he was illiterate!

It's just amazing how many people out there do not want to take personal responsibility for themselves.

Rofl! Nice post.. so true though!

I'm with you man.

I work internet technical support for one of this countries largest internet/cable companies. If it wasn't for Allakhazam, I'd have lost it by now. :)

The co-workers aren't his problem.

The ******** who call him all day are.

Read the post instead of making assumptions, dumbass.

The co-workers aren't his problem.

The @#%^s who call him all day are.

Read the post instead of making assumptions, dumbass.


Never again think that you comprehend something I post without asking. Anyone with an IQ over 30 would understand that it's much, much harder to shoot the people who call him all day.

His co-workers, on the other hand are a handy target rich enviorment with which he can make a statement about the banality of the cubicle farm existance.

In the future, just say "I don't understand" and I'll hand hold you through it so you don't embarass yourself so much.

Most really don't get that worked up about it. They honestly don't care one way or the other how you feel. Basically, if your issue falls within the written procedure politly get it handled at the Service desk. If it deviates in any way at all, save your breath and bloodpressure and politly ask for a manager.

I wouldn't dream of trying, since you are obviously addicted to something.


Yeah.

Kicking your ***.

customer servive rep. rep = representitive

you ARE representing the company you work for.

you ARE the person YOUR BOSS putts in front of the customer to handle the minor problems and take the brunt of COMPLAINTS.

you ARE the right person for the public to vent to, it is part of YOUR JOB.

you complaining about customers yelling at you is like a roofer complaining about the heat in south florida, or a doctor complaining about being exposed to blood.

suck it up or find another job. no offense.

Yeah, I know. I'm a moron.

I don't want to fight anymore.

The last few days have been pretty bad; made me do stuff I don't normally ever do.

Like pick stupid fights with people I don't know.

I apologize, Smash.

You can have the last word, if you want it.

I apologize, Smash.

You can have the last word, if you want it.


You're a good man.

Count yourself among about 7 people on this board who can say "I was wrong".

You're ok in my book.

here is an example for you.

i purchased a new 2000 dodge caravan. after 24,000 miles the front brakes went out. the very polite, and courtious customer service agent informed me, that was normal at 24,000 miles. when i mentioned the bumper to bumper warentee, he showed me a copy of my factory warentee that clearly said somewhere near the back, that brake pads and rotors were not covered unless their failure was a result of some other factory defect.

so i sucked it up, and went across the street to have the brakes fixed. dodge couldnt do it for 3 days aleast. and the brake place across the street was going to do it for half the price.

300 dollars later, i returned with a factorey defective calliper. all is good. but with a smile and a polite greeting, i was toold "how do we know that came off our truck? sorry, i cant help you"

not to be detered, i crawled under my truck with a flash light, and took the part number off the remaining caliper, and sure enough, the date code was the same. meaning if it didnt come off my truck, it came off a truck that was produced immediatly after mine was built.

no luck.

a few weeks later, i noticed the clear coat starting to bubble up on my rear hatch. when i took it in, i also brought a copy of my 5 year paint warentee. with a smile, and being very courtious, he pointed out, that the warentee is on the pain, not the paint protection coating.

my point?

people dont get up in the morning and decide to go out of their way to jump down your throat....unless you are married to them.

they get fustraited when they feel they were cheated, or didnt not get what they paid for, or feel they were misled, or sold a product that did not live up to its promiss.

and YOUR company hires people to stand in front of them and take the heat. (you). usually, and more often lately, they hire someone to tell them SOL, so they dont have to deal with the unpleasentness themselves. that is why so many CS rep jobs are being farmed out to other countries. it is an expense. and as far as they are concerned, their bussiness with you was over when you handed them your hard earned money.

YOU are the only contact with the company they have to vent to.

it is not their fault. it is not your fault. it is your companyes fault. imagine how few irate people you would have to deal with if your company was like sears, and just replaced whatever was in dispute? they get irate because your company does not intend to give them satisfaction, for whatever reason.

and they hired YOU to deal out the bad news.

it is not the customers fault, it is your companies fault. so dont take out your fustraition with irate customers on the customers, take it out on the people who hired you to be their punching bag....or find another job.

not trying to be cynical of you, just the trend in this country to toss customer satisfaction out the window just because you cant get any better any where else. ALL car dealers where i live are in collusion with each other to NOT provide loaner vehicals. it saves them money, adn no matter how inconvienced YOU are, you cant get any better any where else.

it builds consumer fustraition. and so comapnies hire polite, courtious people like you to be their punching bag. a company i used to work for only hired part time old ladies for customer service problems. it wasnt about qualifications, it was about spending as little money as possible to say SOL as polite as possible with a person standing in front of you that invoked as little retalition as possible.

it is not the consumer, it is the company you need to complain about. clearly if the customer who got on your nerves was satisfied with the service he recieved, their would never have been a problam in the first place.\

and one more thing. do NOT EVER buy a dahlmer chrysler product. their warentee is not worth the paper it is written on. you buy their product, it is as-is reguardless of what the salesman tells you...unless you want to take every service claim to court with a lawyer and a scientist to make them honor it.

A 2% policy bascically states that about 2% of the customers who approach the desk will not be pleased no matter how many contortions you go through to solve their problem. If one of these people starts drawing too much attention from other customers, you do what it takes to make them go away, within certain limits.

In other words, if you make a public *** of yourself in just the right way, you can get concessions that are contrary to written policies such as 'No software returns' or 'no cash refund without receipt'. The trick is to be loud but not threatening and outraged that you're being treated poorly after giving them your business in the first place only to be cheated out of your money because the product is unacceptable.

It's a sad fact that so many sheeple just accept the lumps handed to them by retail chains.

I once had a popular chain store try to tell me that a digital camera I bought was 'software' and non-refundable because the driver CD was included. Never mind that the POS couldn't take a decent picture from 5 feet. Or that the 'software' was downloadable for free from the manufacturer's website. (It wasn't supposed to be top of the line, but it was supposed to be better than the camera on my friggin cellphone.)

I often feel sorry for the customer service people who can't answer the situations they are put in. But their own company policies put them there, not I. And I refuse to suffer monetary loss in order to make their jobs cushy. They are accountable for their company associations as much as an Enron exec. You know, if you work in customer service, it's a good idea to either agree with the company policies you have to enforce or to not give a damn what customers say to you and just do the job and go home at the end of the day.

Spoken like a true government employee... from which customers have no refuge at all if they're dissatisfied with the service.

(Yes, he is.)