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  1. #1
    Dudhorse
    Guest
    .... 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




  2. #2
    Scott
    Guest

    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.
    >





  3. #3
    Amyggy
    Guest

    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...




  4. #4
    Jack Zwick
    Guest

    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.



  5. #5
    Jack Zwick
    Guest

    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.



  6. #6
    Slope
    Guest

    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



  7. #7
    Jack Zwick
    Guest

    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.



  8. #8
    scott14661
    scott14661 is offline
    Sr. Member

    Location
    Maryland
    Posts
    122 - liked 4 times

    Quote Originally Posted by Jack Zwick
    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. He said they are supposed to keep the calls as short as possible. It doesn't mean that they want them to give up or not try. Keep in mind if you call Cust. Serv. and your problem is not fixed, then you're going to call back. And when you call back you're tying up the line again. Cingular would like nothing more than to solve your problem on the first call. It makes them look good, and you won't call back again for that particular problem.

    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]



  9. #9
    Dudhorse
    Guest

    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.





  10. #10
    Scott Stephenson
    Guest

    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.





  11. #11
    Jack Zwick
    Guest

    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??



  12. #12
    Scott Stephenson
    Guest

    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?





  13. #13
    Scott Stephenson
    Guest

    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.





  14. #14
    Xman\(AKA Mike\)
    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.
    >






  15. #15
    Steve Sobol
    Guest

    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

    --
    JustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638)
    Steven J. Sobol, Geek In Charge / [email protected] / PGP: 0xE3AE35ED

    "The wisdom of a fool won't set you free"
    --New Order, "Bizarre Love Triangle"



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