Quote:
Originally Posted by lostandconfused
customer comes through, demands to speak to a manager, wont give any account details or any details of the problem. you then get a supervisor on the line, the wont take the call as you have no details?
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You and your manager should ask yourselves why the customer is so upset - they don't tend to just pick up the phone and shout for no reason.
---------- Post added at 14:56 ---------- Previous post was at 14:50 ----------
Quote:
Originally Posted by jamgood
I certainly wouldn't and didn't help anyone without manners.
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We're not talking about people with no manners - we're talking about upset customers that have been treated like **** by one of your collogues and are feeling helpless and annoyed.
If you guys want to blame someone for the upset call from a distraught customer then look at your colleagues.
If you seriously think fobbing the customer off Jamgood is going to fix the issue then you're a fool. The customer will just either call back and be even more upset or they'll take their business else where. I only hope that you experience it from the other side when the agent sits there laughing at you and see how you handle it. Are you telling me you'd not get annoyed?
I've worked in call centres and I appreciate where the customers were coming from.
I used to give them my full name, extension number and take their number and name so they feel they wouldn't get cut off/fobbed off again and 99% of the times they'd let me help them - to just fob them off is unforgivable.
