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Originally Posted by lostandconfused
you absolutly correct there. The CSA is there to assist customers and most times you dont need to speak to a supervisor, working in customer services do you know how many calls i get a day where the first thing the caller says is i want to speak to a supervisor? its lots, if i were to say, yes certainly sir ill put you through to one now before finding out what the problem is there would need to be more supervisors than CSA's on the phones.
Some people think that if they talk to a supervisor/manager they are likely to get a better result. often thats not the case, most supervisors arn't taking calls all day, so dont have as good systems knowledge as most CSA's they have a higher credit limit but thats about it.
Also the adress for a written complaint is on the back of the bill, i would suggest sending it by recorded delivery. Whats the difference between a formal complaint and a complaint?
Finally, previously it did used to be dificult to speak to a supervisor and usually meant having to have a call back, however the process has changed in the past few months, and it CS at least there is always a supervisor available if you need to speak to one, however a CSA will not transfer you before finding out what the problem is and at least trying to help.
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You're entirely right there. We were always told to (and worked on the basis that) we were taking the calls, and we need to decide whether passing the call over to someone else was going to make a difference.
In other words, get details of the problem, if you can sort it yourself, then do it, if you can't, then pass it over. Sometimes it can take about 4-5 minutes to find a manager, and then fill them in on the details, then the caller has to start again from scratch - in which cases, it's quicker to deal with it yourself if you can.
Quote:
Originally Posted by madrob
I think in most cases 'customer services' are solely employed to fob people off. However, I did get somewhere yesterday when the first thing I said to the Customer Services Rep was 'I wish to make a formal complaint in writing, can ou give the address please?". Which was met with - "have you spoken to a manager about your problems - I can get one on the line for you straight away".....If you ring up and ask to speak to a supervisor straight away, they the CSA usually mumbles something about not them not being available or that the CSA is there to assist customers and you dont need to speak to a supervisor.......
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Yeah, that's probably because the CSA didn't think it was appropriate for him/her to deal with it... and decided that it would be better for you to speak to someone higher up.
If you ask for a manager straight away that is likely to mean you're going to get fobbed off or something, because it's almost like saying to the person "Oh by the way, I have zero confidence in your ability to do your job" without actually knowing.