Quote:
Originally Posted by Masque
But the last agent got it right and therefore how can he be a liar if he resolved your issue, remember all businesses have processes including your own but as I said in an earlier post I bet you will bend a rule if it satisfies the customer and gets you that all important sale, am I not right?
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If you read my first post you will see that first of all he lied to me, saying that it was impossible to sort it out. It was only when I was so furious with being lied to, that I said I would close my account and take it to Sky. It is only when I said this that he put me on hold (I presume to speak to a manager). When he came back he completely contradicted himself by saying that what was impossible 2 mins earlier, he had now done.
The difference with my company is that I set the rules. But I would expect my staff to always call me (or someone else who would know), if there was something that they didn't know. And I would never employ anyone who lied to customers, because that is the worst kind of customer service.
Even if you have to let a customer down, they would much rather be told the truth than lied to.
---------- Post added at 10:25 ---------- Previous post was at 10:22 ----------
Quote:
Originally Posted by Chris
It has been repeatedly explained to you what the CSR meant by 'not possible'. If you're too proud to admit you got it wrong when you called a decent, helpful member of staff a liar, it's your loss.
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Chris, you aren't the font of all knowledge, so you don't know what was meant.
The fact is that a statement saying "it isn't possible" means exactly that. It doesn't mean "it isn't possible unless I go and ask a manager how to do it". If that had been the case then he would have said something like "I don't think that is possible, but I'll find out"......can't you understand that Chris
---------- Post added at 10:32 ---------- Previous post was at 10:25 ----------
Quote:
Originally Posted by martyh
I would assume that is a given for all companies but i notice that it is harder to keep that aim the bigger a company gets simply because of the different levels of expertise within a large company ,it is much easier to train 10 people to the same standard and keep them there than 1,000 ,plus i would imagine the high staff turnover has a lot to do with it .I have never worked in a call center but i would imagine that there are people who have worked there anywhere from 5yrs to 5 minutes and it's just pot luck which one the customer gets
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All they have to do is to train them that if they don't know something, to tell the customer that they are going to check, and then go and ask someone. Customers would much rather they do this, than to be told an untrue statement.