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- 04-09-2005, 05:18 PM #1DudhorseGuest
.... as someone who has been subjected to less-than-stellar customer service
from all businesses including cellular I have noticed a pattern. It usually
takes three tries with different CSR's to fix a problem. I think the usual
system is to aim the first time caller at the lowest common denominator of
service rep. i.e. a rookie. Then the next time you call about the same
problem(probably tracked by your phone number) you are moved up the
experience ladder till hopefully the problem gets solved.
› See More: my theory on customer service
- 04-09-2005, 07:57 PM #2ScottGuest
Re: my theory on customer service
This is the comon model of CSR and if implemented right, it is the
most cost effective.
On Sat, 9 Apr 2005 19:18:17 -0400, "Dudhorse" <[email protected]>
wrote:
>... as someone who has been subjected to less-than-stellar customer service
>from all businesses including cellular I have noticed a pattern. It usually
>takes three tries with different CSR's to fix a problem. I think the usual
>system is to aim the first time caller at the lowest common denominator of
>service rep. i.e. a rookie. Then the next time you call about the same
>problem(probably tracked by your phone number) you are moved up the
>experience ladder till hopefully the problem gets solved.
>
- 04-09-2005, 11:48 PM #3AmyggyGuest
Re: my theory on customer service
Dudhorse wrote:
> ... as someone who has been subjected to less-than-stellar customer
service
> from all businesses including cellular I have noticed a pattern. It
usually
> takes three tries with different CSR's to fix a problem. I think the
usual
> system is to aim the first time caller at the lowest common
denominator of
> service rep. i.e. a rookie. Then the next time you call about the
same
> problem(probably tracked by your phone number) you are moved up the
> experience ladder till hopefully the problem gets solved.
***Absolutely and positively the biggest load of uninformed crap I've
ever heard... Anyone who's ever worked in a call center can tell you
that the calls are routed 1st come 1st served. There's no system
whereby you get routed based on your phone number. Consider the facts
as to why there's a solution usually by the 3rd try... I worked for
Cingular so I know they are adamant about their reps noting the
accounts. Every time you call with an issue the rep notes what you
tried and what's going on. The next time you call in for an issue, the
person on the phone already has a one up on the previous rep. If the
issue is still not resolved, then obviously the next rep you speak with
will be even further ahead on the ladder of knowlege. Those reps on the
phone are taking A LOT of grief from the customers because people
rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
good work". People only call when they have a problem. To top it all
off, they have to keep their average call time under a certain amount
of time, and the pay they receive, isn't really worth the grief...
Either way, regarding Cingular's problem resolution, think twice before
you assume... Nothing is perfect, but those people are working hard to
fix it for you...
- 04-10-2005, 04:08 AM #4Jack ZwickGuest
Re: my theory on customer service
In article <[email protected]>,
"Dudhorse" <[email protected]> wrote:
> ... as someone who has been subjected to less-than-stellar customer service
> from all businesses including cellular I have noticed a pattern. It usually
> takes three tries with different CSR's to fix a problem. I think the usual
> system is to aim the first time caller at the lowest common denominator of
> service rep. i.e. a rookie. Then the next time you call about the same
> problem(probably tracked by your phone number) you are moved up the
> experience ladder till hopefully the problem gets solved.
Would that it be that simple. Basically is once a company (Cable,
Cellular, etc) has your money and you in a contract, you're a piece of
cash flow, and if it costs extra to handle your account, maybe they'd
just as soon scare you away.
- 04-10-2005, 04:12 AM #5Jack ZwickGuest
Re: my theory on customer service
In article <[email protected]>,
"Amyggy" <[email protected]> wrote:
> Dudhorse wrote:
> > ... as someone who has been subjected to less-than-stellar customer
> service
> > from all businesses including cellular I have noticed a pattern. It
> usually
> > takes three tries with different CSR's to fix a problem. I think the
> usual
> > system is to aim the first time caller at the lowest common
> denominator of
> > service rep. i.e. a rookie. Then the next time you call about the
> same
> > problem(probably tracked by your phone number) you are moved up the
> > experience ladder till hopefully the problem gets solved.
>
>
> ***Absolutely and positively the biggest load of uninformed crap I've
> ever heard... Anyone who's ever worked in a call center can tell you
> that the calls are routed 1st come 1st served. There's no system
> whereby you get routed based on your phone number. Consider the facts
> as to why there's a solution usually by the 3rd try... I worked for
> Cingular so I know they are adamant about their reps noting the
> accounts. Every time you call with an issue the rep notes what you
> tried and what's going on. The next time you call in for an issue, the
> person on the phone already has a one up on the previous rep. If the
> issue is still not resolved, then obviously the next rep you speak with
> will be even further ahead on the ladder of knowlege. Those reps on the
> phone are taking A LOT of grief from the customers because people
> rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
> good work". People only call when they have a problem. To top it all
> off, they have to keep their average call time under a certain amount
> of time, and the pay they receive, isn't really worth the grief...
Thanks for that honesty. Handle Time restraints is what encourages reps
to lie to get you off the phone, and to mis state the matter when your
account is notated.
- 04-10-2005, 06:16 AM #6SlopeGuest
Re: my theory on customer service
On 9 Apr 2005 22:48:12 -0700, "Amyggy" <[email protected]> wrote:
>
>Dudhorse wrote:
>> ... as someone who has been subjected to less-than-stellar customer
>service
>> from all businesses including cellular I have noticed a pattern. It
>usually
>> takes three tries with different CSR's to fix a problem. I think the
>usual
>> system is to aim the first time caller at the lowest common
>denominator of
>> service rep. i.e. a rookie. Then the next time you call about the
>same
>> problem(probably tracked by your phone number) you are moved up the
>> experience ladder till hopefully the problem gets solved.
>
>
>***Absolutely and positively the biggest load of uninformed crap I've
>ever heard... Anyone who's ever worked in a call center can tell you
>that the calls are routed 1st come 1st served. There's no system
>whereby you get routed based on your phone number. Consider the facts
>as to why there's a solution usually by the 3rd try... I worked for
>Cingular so I know they are adamant about their reps noting the
>accounts. Every time you call with an issue the rep notes what you
>tried and what's going on. The next time you call in for an issue, the
>person on the phone already has a one up on the previous rep. If the
>issue is still not resolved, then obviously the next rep you speak with
>will be even further ahead on the ladder of knowlege. Those reps on the
>phone are taking A LOT of grief from the customers because people
>rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
>good work". People only call when they have a problem. To top it all
>off, they have to keep their average call time under a certain amount
>of time, and the pay they receive, isn't really worth the grief...
>Either way, regarding Cingular's problem resolution, think twice before
>you assume... Nothing is perfect, but those people are working hard to
>fix it for you...
Oh! The results of management focusing on employee productivity
instead of focusing on customer satisfaction! I would venture to say,
if CSRs were polite AND took their time to solve the customers issues,
they would most likely be able to up sell thereby generating more
profits for the company.
SloPe
- 04-10-2005, 07:50 AM #7Jack ZwickGuest
Re: my theory on customer service
In article <[email protected]>,
Slope <slope7****@excite.com> wrote:
> On 9 Apr 2005 22:48:12 -0700, "Amyggy" <[email protected]> wrote:
>
> >
> >Dudhorse wrote:
> >> ... as someone who has been subjected to less-than-stellar customer
> >service
> >> from all businesses including cellular I have noticed a pattern. It
> >usually
> >> takes three tries with different CSR's to fix a problem. I think the
> >usual
> >> system is to aim the first time caller at the lowest common
> >denominator of
> >> service rep. i.e. a rookie. Then the next time you call about the
> >same
> >> problem(probably tracked by your phone number) you are moved up the
> >> experience ladder till hopefully the problem gets solved.
> >
> >
> >***Absolutely and positively the biggest load of uninformed crap I've
> >ever heard... Anyone who's ever worked in a call center can tell you
> >that the calls are routed 1st come 1st served. There's no system
> >whereby you get routed based on your phone number. Consider the facts
> >as to why there's a solution usually by the 3rd try... I worked for
> >Cingular so I know they are adamant about their reps noting the
> >accounts. Every time you call with an issue the rep notes what you
> >tried and what's going on. The next time you call in for an issue, the
> >person on the phone already has a one up on the previous rep. If the
> >issue is still not resolved, then obviously the next rep you speak with
> >will be even further ahead on the ladder of knowlege. Those reps on the
> >phone are taking A LOT of grief from the customers because people
> >rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
> >good work". People only call when they have a problem. To top it all
> >off, they have to keep their average call time under a certain amount
> >of time, and the pay they receive, isn't really worth the grief...
> >Either way, regarding Cingular's problem resolution, think twice before
> >you assume... Nothing is perfect, but those people are working hard to
> >fix it for you...
>
> Oh! The results of management focusing on employee productivity
> instead of focusing on customer satisfaction! I would venture to say,
> if CSRs were polite AND took their time to solve the customers issues,
> they would most likely be able to up sell thereby generating more
> profits for the company.
No, that hurts also. Just see why SprintPCS rates poorly on JDPower
surveys, because their CSRs in addition to strictly enforced 6 minute
Handle times, have upsell quotas.
How about calling a percentage of customer contacts a few days later and
see if their problem was solved, and judge CSRs on that??? "One and
Done" is a total fiction when you have Handle Time limits, quotas on
upselling, and limits on call escalation.
- 04-10-2005, 12:22 PM #8Originally Posted by Jack Zwick
I have called Cingular before as a customer and as an employee calling for a customer. I've spoken with good reps and bad reps, with majority being good. Generally they are able to fix the problem on the first call, and in a short period of time, which is what I would want as a customer. But I've also had times when I've has a Rep stay on the line for an hour to help me, which I appreciated greatly.
Based on my experiences I believe they have generally lived up to their motto "One Call Resolution".Scott
Send me an E-mail at [email protected]
- 04-10-2005, 12:38 PM #9DudhorseGuest
Re: my theory on customer service
"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
> In article <[email protected]>,
> "Amyggy" <[email protected]> wrote:
>
>> Dudhorse wrote:
>> > ... as someone who has been subjected to less-than-stellar customer
>> service
>> > from all businesses including cellular I have noticed a pattern. It
>> usually
>> > takes three tries with different CSR's to fix a problem. I think the
>> usual
>> > system is to aim the first time caller at the lowest common
>> denominator of
>> > service rep. i.e. a rookie. Then the next time you call about the
>> same
>> > problem(probably tracked by your phone number) you are moved up the
>> > experience ladder till hopefully the problem gets solved.
>>
>>
>> ***Absolutely and positively the biggest load of uninformed crap I've
>> ever heard... Anyone who's ever worked in a call center can tell you
>> that the calls are routed 1st come 1st served. There's no system
>> whereby you get routed based on your phone number. Consider the facts
>> as to why there's a solution usually by the 3rd try... I worked for
>> Cingular so I know they are adamant about their reps noting the
>> accounts. Every time you call with an issue the rep notes what you
>> tried and what's going on. The next time you call in for an issue, the
>> person on the phone already has a one up on the previous rep. If the
>> issue is still not resolved, then obviously the next rep you speak with
>> will be even further ahead on the ladder of knowlege. Those reps on the
>> phone are taking A LOT of grief from the customers because people
>> rarely call in to say, "Hey, my service is working GREAT, KEEP UP the
>> good work". People only call when they have a problem. To top it all
>> off, they have to keep their average call time under a certain amount
>> of time, and the pay they receive, isn't really worth the grief...
>
>
> Thanks for that honesty. Handle Time restraints is what encourages reps
> to lie to get you off the phone, and to mis state the matter when your
> account is notated.
.... it also looks like he is describing a work enviroment that chews up its
employees as much as the customers.
BTW the last customer service hell I endured was with Cingular - I will
never ever go through that again.
If my Cingular prepaid phone service glitches again I will toss the phone
and eat the loss on my remaining balance.
- 04-10-2005, 02:15 PM #10Scott StephensonGuest
Re: my theory on customer service
"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
>
>
> Thanks for that honesty. Handle Time restraints is what encourages reps
> to lie to get you off the phone, and to mis state the matter when your
> account is notated.
Facts? Cites? Anything credible to back up your claim? Of course not- you
have no knowledge of the subject. All you want to do is spread lies.
- 04-10-2005, 02:30 PM #11Jack ZwickGuest
Re: my theory on customer service
In article <[email protected]>,
scott14661 <[email protected]> wrote:
>
> Jack Zwick Wrote:
> > In article <[email protected]>,
> > Slope <slope7****@excite.com> wrote:
> >
> > > On 9 Apr 2005 22:48:12 -0700, "Amyggy" <[email protected]> wrote:
> > >
> > > >
> > > >Dudhorse wrote:
> > > >> ... as someone who has been subjected to less-than-stellar
> > customer
> > > >service
> > > >> from all businesses including cellular I have noticed a pattern.
> > It
> > > >usually
> > > >> takes three tries with different CSR's to fix a problem. I think
> > the
> > > >usual
> > > >> system is to aim the first time caller at the lowest common
> > > >denominator of
> > > >> service rep. i.e. a rookie. Then the next time you call about
> > the
> > > >same
> > > >> problem(probably tracked by your phone number) you are moved up
> > the
> > > >> experience ladder till hopefully the problem gets solved.
> > > >
> > > >
> > > >***Absolutely and positively the biggest load of uninformed crap
> > I've
> > > >ever heard... Anyone who's ever worked in a call center can tell
> > you
> > > >that the calls are routed 1st come 1st served. There's no system
> > > >whereby you get routed based on your phone number. Consider the
> > facts
> > > >as to why there's a solution usually by the 3rd try... I worked for
> > > >Cingular so I know they are adamant about their reps noting the
> > > >accounts. Every time you call with an issue the rep notes what you
> > > >tried and what's going on. The next time you call in for an issue,
> > the
> > > >person on the phone already has a one up on the previous rep. If
> > the
> > > >issue is still not resolved, then obviously the next rep you speak
> > with
> > > >will be even further ahead on the ladder of knowlege. Those reps on
> > the
> > > >phone are taking A LOT of grief from the customers because people
> > > >rarely call in to say, "Hey, my service is working GREAT, KEEP UP
> > the
> > > >good work". People only call when they have a problem. To top it
> > all
> > > >off, they have to keep their average call time under a certain
> > amount
> > > >of time, and the pay they receive, isn't really worth the grief...
> > > >Either way, regarding Cingular's problem resolution, think twice
> > before
> > > >you assume... Nothing is perfect, but those people are working hard
> > to
> > > >fix it for you...
> > >
> > > Oh! The results of management focusing on employee productivity
> > > instead of focusing on customer satisfaction! I would venture to
> > say,
> > > if CSRs were polite AND took their time to solve the customers
> > issues,
> > > they would most likely be able to up sell thereby generating more
> > > profits for the company.
> >
> > No, that hurts also. Just see why SprintPCS rates poorly on JDPower
> > surveys, because their CSRs in addition to strictly enforced 6 minute
> > Handle times, have upsell quotas.
> >
> > How about calling a percentage of customer contacts a few days later
> > and
> > see if their problem was solved, and judge CSRs on that??? "One and
> > Done" is a total fiction when you have Handle Time limits, quotas on
> > upselling, and limits on call escalation.
>
> He didn't say that they have handle time limits. You said that.
Duh. Try reading it again. "they have to keep their average call time
under a certain amount amount of time,"
What would you call that??
- 04-10-2005, 02:37 PM #12Scott StephensonGuest
Re: my theory on customer service
"Jack Zwick" <[email protected]> wrote in message
news:[email protected]...
>
> Duh. Try reading it again. "they have to keep their average call time
> under a certain amount amount of time,"
>
> What would you call that??
Good business- something you have obviously never been involved in. People
have tried to explain this to you before, but you are obviously too
intelectually challenged to understand. It is an AVERAGE that more than 90%
of the calls are going to fall under. If I have five one minute calls and
one 30 minute call, I meet the metric. What is so horrible about that?
- 04-10-2005, 05:49 PM #13Scott StephensonGuest
Re: my theory on customer service
"(Pete Cresswell)" <[email protected]> wrote in message
news:[email protected]...
> Per Scott Stephenson:
> >It is an AVERAGE that more than 90%
> >of the calls are going to fall under. If I have five one minute calls
and
> >one 30 minute call, I meet the metric. What is so horrible about that?
>
> Speaking as one who knows nothing...but who has been through conversion of
a
> major electric utility's Help Desk to the standard model used today...I
would
> say the nasty stuff starts when those geniuses in management start
lowering the
> allowed average in hopes of raising their quarterly bonuses.
> --
Absolutely correct. However, the smart companies have recognized the
advantage of giving the customer plenty of no-human-needed options for the
easy stuff and actually relaxing the handle time metrics for those things
that require human assistance. And Jack would never know it, but there are
cellular companies that have adopted this business model with great success.
- 04-10-2005, 07:58 PM #14Xman\(AKA Mike\)Guest
Re: my theory on customer service
Haven't you heard...you don't call customer service with any company. It
will just get worse. Even at Comcast some times. Though with Comcast, there
aren't any termination fees...who would want to treat a customer that way?
"Dudhorse" <[email protected]> wrote in message
news:[email protected]...
> ... as someone who has been subjected to less-than-stellar customer
> service from all businesses including cellular I have noticed a pattern.
> It usually takes three tries with different CSR's to fix a problem. I
> think the usual system is to aim the first time caller at the lowest
> common denominator of service rep. i.e. a rookie. Then the next time you
> call about the same problem(probably tracked by your phone number) you are
> moved up the experience ladder till hopefully the problem gets solved.
>
- 04-10-2005, 08:39 PM #15Steve SobolGuest
Re: my theory on customer service
Xman(AKA Mike) wrote:
> Haven't you heard...you don't call customer service with any company. It
> will just get worse. Even at Comcast some times. Though with Comcast, there
> aren't any termination fees...who would want to treat a customer that way?
>
Disclaimer: Xman claims to work for Comcast. :P
--
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"The wisdom of a fool won't set you free"
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