Quote:
Originally Posted by lostandconfused
but if a customer wont give you any information after all reasonable efforts to talk to the customer. what do you do? pass the call to a colleague, (generally it would be someone that has been there for a long time and would know as much as a manager anyway) and say they are a supervisor and get the problem sorted. or the only other option would be to release the call, you cant help they dont want you to help and you cant transfer the call to an actual manager.
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Exactly right.
Or a manager takes the call, having no info on it, and then tells the client they'll be put through to someone who can assist.. who ends up being a regular CSR anyway. Not sure why it makes such a difference to some people, but the change in attitude and manners when they deal with a manager (even one who sends 'em back to 1st line) is staggering.
Quote:
Originally Posted by lostandconfused
also from a previous post, why should a customer be allowed to shout at anyone when they call a company? does it get your problem sorted quicker if you shout at someone? yes your probably frustrated and upset but that doesnt give you the right to shout at anyone.
if i were to call you up and scream and shout down the phone, i'd bet you wouldnt be too pleased about it, yet it seems ok to do it to someone that is employed to help you because they are working for a company that has ballsed up your bill/installation etc
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I envy those blessed individuals who have worked CSR/tech support jobs and have been lucky enough never to have been shouted at, sworn at, or had death threats made against them because Mr. Client didn't understand a bill, or was unable to locate the Start button on their own computer despite being self-proclaimed computer experts. Or whose clients have only been irate because the company was actually at fault, and not because of an error or misinterpretation on their part.. However, just as you will find drivers who are rude/inconsiderate for no damn reason, you will sometimes get clients who feel entitled to abuse the individual answering that toll-free/freephone number for no rational reason.
Unless.. all those 'We will prosecute people found to be verbally or physically abusive towards our staff' signs that you see.. oh, EVERYWHERE, are really there just there for decoration?
