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Originally Posted by abstract78
Hi all
I work in manchester customer services. Agents now are told to give out there full name if asked for, they even want you to promote it at beginning of call now.
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That is great. I hope it becomes company wide - or at least an rep id number system. I appreciate reps don't want nuisance calls and may be overworked but its so hard to follow up on issues when you have to repeat a story yet again to the zillionth rep, and nooone really cares about sorting it because they are not accountable...
The CS rep I spoke to last week refused to give me a name or extension number and refused to put me through to a supervisor. This has happened to me a couple of times now.
I asked if she was telling me that she was working completely unsupervised, and she said no she was supervised. I said that she could in that case put me through to a suprviser immeadiately. She said that a supervisor would call me in 24 hours and hung up on me. Needless to say that call never materialised!
I kind of sympathise with the staff too tho, if they are dealing with so many teed off customers a day!