I always hear tons and tons of complaints from people who call customer service for various companies. Now, I understand your frustration when a company has gone the cheap route and outsourced their customer service to India and it's clear your not speaking to someone who understands your prblem. I hate calling with anything to do with fixing a computer or related device. That is absolutely the worse.
However, as a customer service "professional", who has gone through being on the phone to now handling emails I can attest that most of the problems I have dealt with and listen to others in the field are most customer made, easily remedied if you didn't try to fix whatever the problem was yourself which just makes it worse, etc etc. I will provide you with some insight into what I assume is a normal US call center.
- There are rules and procedures that the people you are talking to have to abide by to keep their job. If you think you're entitled to something that you know you're really just trying to get over on they can't always provide that for you. Just like you need your job to spend your money on whatever junk you're calling to complain about, they need to keep their jobs in order to take care of their business/families etc. 10 times out of 10 there are maximums to what a regualr representative can do...you have a problem with your bill and the problem lies with the company you will be compensated but don't go requesting something beyond what you deserve. That makes you greedy and can get the rep in trouble if they cave to your every demand.
- It will serve you well that before you call you have all information regarding your product or service in front of you so that when you call and you are asked to provide that informaiton you're not getting frustrated because you have to go look for it. You're calling Sprint...have your pin number because they can't get into your account without...its security...looking out for you. You're calling your cable company...have your information ready so they can help you better. You sent in a check for payment but you received a bill after you sent it...think about the date you sent it...could it have crossed in the mail?? Are you certain it has been cashed. Before you call cussing someone out who has nothing to do with causing your problem check it out.
- Remember, the person you are talking to is not the cause of your problem. They have been hired to assist you with what you need assistance with. If you call cussing them out they're not going to want to help you and you're going to get shitty service if they don't give a fuck. If they're being monitored then no, your service is not going to be shitty but they're not going to be willing to go beyond the call of duty to help you. Also remember they have to leave a detailed note in your account of what you were calling/emailing about so there is record of what has happened. I can't tell you how many times customers have been caught in a lie because they weren't happy with one rep hang up and call back and try to get the new rep to give them what they're asking for. DUH! we already know, its already been laughed at amongst the group! You're not going to get it!
- The most common sense advice I can offer you is to be respectful. Would you want people to speak to you any kind of way at your job? Cussing you out for their mistakes??? How would that make you feel? Did it make you feel superior because you got to cuss some poor person out who is really trying to help you out??? Imagine how that person feels?? They get all kinds of crazy calls all day and you've added to that stress for no reason at all. If you have an actual serious grievance where you have suffered some due hardship you can be upset, I'm not saying you can't but there is a way to go about getting your problem fixed and cussing the first person you contact out is not going to help.
I have more but I have to get back to work so there may be a part 2 later.
Til Next Time
I'm Out!
