Quote:
Originally Posted by Flyboy
You see, this says it all. You are assuming that there are categories of customer. Stereotyping and compartmentalising customers is not a good way to treat them. Perhaps this is why you had more than your fair share of grumpy callers.
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We'd get the usual same 7 or 8 types of caller and it's not exclusive to Tmobile - I'll bet VM has its own list of callers that most of its customers adhere to. It's not a negative thing, it's something focus groups put together to improve service and iad training where possible. In fact just about any reputable callcentre would have such a 'list'. But in your case I was talking about the type who will accuse the agent of lying just because you can't have what you want.
Quote:
Originally Posted by Flyboy
So, let's get this straight; if all the managers in the whole company are not in a meeting and the customer is told that they are in a meeting, I shouldn't have the right to accuse someone of lying, even though they are?
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But how would you know if they were in a meeting or not? How could you deduce from that that the agent is lying? On what basis would you accuse them of being liar? Simply because you can't have what you want? If it turned out the agent was lying then they deserve instant dismissal. But YOU have no way of knowing at that point and no right to call them a liar.