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154 Comments
- Alfonzo, on 01/10/2008, -3/+51Alternate title:
"How to be an ***** to people on the phone" - fadeout, on 01/10/2008, -3/+42I worked customer service and tech support for a few years, in college, and the magical solution to getting what you want: don't be a dick. It's as simple as that. Raise your voice, threaten me, etc, and if I have the ability to make your day as bad as you've made mine with the click of a mouse... wanna guess how your call is going to turn out?
- Blankford, on 01/10/2008, -4/+31when u get the automated voice....tap 0 0 0 0 0 0 or yell "human" until she says "im sorry, i dont understand, let me transfer you to a representative who can help." works everytime. god damn i hate those machine bitches.
- alukima, on 01/10/2008, -0/+26I work in a call center. This is complete B.S. If someone has a legitimate issue all of our reps would be able to get it solved. Asking to speak to a supervisor about something any rep could solve generally annoys them and will not help your situation.
When people call in and start being bossy I am less apt to bend rules and policies to help them.
The best advice is to be polite. - kungfujedis, on 01/10/2008, -3/+27"Disk Cleanup removed essential files from the OS, causing the computer to brick. A full re-install was necessary."
What? No way. - forknife, on 01/10/2008, -2/+25As a CSR for a major bank, I had to say that this was one of the funniest things I have ever read in my life. First of all, "supervisors" are really only the people with the most free time to get their jobs, they are in no way more experienced 90% of the time. In fact all the title of supervisor means is that they have the power to be a jerk. I could go on and on, the only tip is not to be a douchebag and people on the phone will do anything you ask
- numberneal, on 01/10/2008, -8/+30i worked tech support over the phone; if you're talking with your isp, threaten to cancel your service with them; there response will probably be something along the lines of: "is there anything i can do to keep you as a customer?" if you say no, they'll transfer you to a retention team that will offer you everything short of their first born to keep you signed on. otherwise, the csr will try to get what you want by getting approval from a supervisor.
- inactive, on 01/10/2008, -2/+17i have to say because i work in a call centre i know for a fact that this is ridiculous and is not how a call progresses and would never happen outside this scenario
- diizy, on 01/10/2008, -0/+15Give some CSR some respect! don't ask for their supervisor if they can solve it for you. This is frustrating and will only make dealing with CSR harder for everyone in the future. (Or see forknife's comment)
"Situation that they are going to fix" - what is that? What if it's a user error? Why is it their fault if you messed up. Only use that technique if you are certain that it is their problem, eg. Faulty product/bad service.
They seriously need to change the order with numbers 5 and 6. How is CSR supposed to know that they need to fix it, when they don't even know what to think.
Always remember, those are real people on the other line. And who knows, maybe their smarter then you? Maybe they've already read that article.
(bury me for being humane why dont you)
On the flipside 7 and 8 are exellent points. - UberNick, on 01/11/2008, -0/+13replace "Disk Cleanup" with "downloading *FREE SCREENSAVERS NOW*" and it makes perfect sense
- dubloe7, on 01/10/2008, -0/+12I love it when I make a call and its going through the options I just press 0. I had this one call that went something like this.
*0* "I'm sorry, that is not a valid option, please..." *0* "I'm sorry, that..." *0* "I am now transferring you to a representative."
goddamn lying machines. - HELLKRZR, on 01/11/2008, -1/+13Now for a little dose of reality:
1. Always maintain a calm, collected tone.
A. I agree, so please don’t call me anymore saying things like “All y’all need for to be giving me a new phone, cuz I done dropped mine in the toilet and ain’t none of you told me it wudden water proof”
2 . Before you call, outline the situation for yourself, and decide how you want it solved.
A. An additional bonus would be to call the service provider, not the manufacturer to make changes to your account, perhaps once you write your question down and read it back you will take the time to ponder why Samsung would be in charge of AT&T’s billing dept?
3. Always get the name of the person who answered the phone, even if you speak to them for only a moment.
A. Get an incident number instead, this makes sure the agent logs the call and I can read your history, you would be surprised how may people called John or Dave work for our centers throughout North America, their name means nothing to me and if you tell me what “Dave said” and I don’t see a log number to back it up, then it never happened.
4. When you get a CSR on the phone, immediately ask to speak to a supervisor.
A. If you do this, be prepared to provide information on who you are & why you are calling, our supervisors will not take the call without this info & we will be instructed to disconnect you. You can call back, but then we make a game of it, we laugh our asses off, and get to put you on hold for ages, which is great since when your holding, I get to put my feet up for 15 mins, while we all talk about what an dumbass you are then I drop the call.
5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix.
A. When I take a sup call and I hear “you are going to” your shot at getting what you want just dropped to 0%, It’s my call if I make a special case of you and help you once your outside your warranty, I am not obligated to do so and will be patted on the back by management for handing out as little in the way of freebees as I can, so if I am in a ***** mood, you are Donald Ducked my friend.
6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told.
A. Please only pertinent information, I don’t care about your family, Job or sick dog, I normally hit mute and go back to reading Digg while you flap your gums, if you talk for more than 60 seconds, I tune you out, my answer will be the same regardless.
7. If the supervisor insists that your solution is outside of policy, ask for the full policy.
A. Our full policy is 25 pages long and is available online or you can request a copy by snail mail, but unfortunately you agreed to the policy as part of the TOS when you purchased the product, you my not like it, but it’s nice and legal now.
8. Listen carefully to the policy, then scan your list for solutions that fall within it
A. "So, how are we going to resolve this issue?" It’s resolved as fare as I’m concerned, your SOL, have a great life, bye!
9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution
A. Lets agree to disagree, I was willing to go outside policy for you, but you pissed me off, so now you get nothing, you can email corporate with your concerns, they will send you a generic form mail restating the policy.
10. You SHOULD now have a solution
A. You do have a solution, it’s called “You are *****”
11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name
A. Good luck with that, most call centers have a high turnover because we hate dealing with *****, people rarely stay long and those that do just don’t care enough anymore.
*Calling Corporate
12. Keep your tone even. Introduce yourself immediately and ask to speak to a person who can solve your problem
A. Sorry they don’t accept calls from the public, email only, again look forward to a generic form mail restating the policy.
13. When you are connected, introduce yourself again. Repeat step 6
A. Ahhhh the circle of life. - chaosium, on 01/10/2008, -1/+10Well, it's two things. Don't be a dick, and don't take the dictated resposes of the company as your only option. You're often trained to shoot people down, even if they have legitimate issues! The trick is to balance the need for a spine with the need to be kind to the grunts you're talking to.
- kiwiboyus, on 01/10/2008, -0/+9What you said! I also work in a call center and I'm actually a Manager (started out as a CSR 5 years ago), and if you are a dick to one of my agents no reason other than you think it'll get you what you want I'll shoot you down end of story. If you are polite and patient if needed we'll do what ever we can to help to you out, it might not always be exactly what you ask for but it will be what is within our control. I have to admit that one of the best parts of my promotion to Manager was the ability to tell someone who was being an ***** "No, and I 'm as high up the chain as you are going." Now when I have to call for support I give those reps the same respect I want. Of course there are always some people who should be CSR's and they give bad service, if that is clearly the case by all means ask for it.
- blackcap, on 01/11/2008, -0/+9If anyone *told* me that I'm going to fix their problem, I'd tell them they're mistaken and have the wrong number. If they asked nicely then I'd consider helping.
Saying the sorts of things mentioned in the article may work in the US, but if you tried that here in New Zealand you'd be labeled a ***** and would be guaranteed to be flagged as a difficult customer in the system. Good luck getting any help then.... - donsnyc, on 01/11/2008, -0/+8To Lona:
Whatever happened to PERSONAL RESPONSIBILITY and being POLITE? Your family bought a faulty computer (floor model, hello) and then 6 months later your family ***** it up. How was that the stores responsibility?
If you want exceptional service, go to a reputable computer store (not best buy) and yes exceptional service cost much more and get an extended warranty if you think you are careless enough to ***** it up anytime.
And by saying "No, you are going to get a supervisor for me, thank you and I'll wait" your message is, I am an arrogant bitch/prick and I have entitlement issues. - lukas88, on 01/10/2008, -1/+9What this boils down to is being really bossy. Just because she was able to walk all over a best buy employee doesn't mean it will work in all or even most situations. There is a difference between persistence and bossyness. If you have a legit issue with something, explain your point of view calmly to as many people as will listen (so it might helpful to be concise as well).
Last year I got t-mobile to send me a brand new nokia 9133 because I didn't like the color of the replacement RAZR they sent. The 9133 was more expensive, and I didn't even have to send the RAZR back. It took some persistence and talking a customer service supervisor into giving me the email of the executive office, but in no way was I bossy.
No one likes being bossed around, it shows a lack of respect. They are most likely to help you if you can simply explain your situation from your point of view in an effective manner, and get them to be on your side. - subwayslasher, on 01/10/2008, -0/+6I've never worked at a call center, but I did work as an assistant manager at Blockbuster for 5 years which is similar - customer service. This article is ridiculous. There is no reason to be a dick in order for a customer service rep or a manager to help you. Like everyone else has said, the best way to go about getting what you want is to simply be nice. With late fees, whether or not I would credit it off a customer's account mainly depended on if they were being an ***** or not. For real, just being a nice person will get you a long way!
- Riffraffs, on 01/11/2008, -0/+6Go ahead, ask for my supervisor first thing, It gets you off of my phone and the person I'll transfer you to - my team lead, not a supervisor - gives about a 1/4 of the compensation I give in a month. You'll go to the one that I avoid when I want to ask to compensate past my discretionary limits.
I am your best bet when you call. Tell me your story and let me work on the problem. Not all problems will be solved one on call, and while I am sure you would never lie to us, a lot of people will. We can't just go by your word on what happened.
I have to not I don't work for a electronics chain, but in the hospitality industry at a the corporate level. - truman48, on 01/10/2008, -1/+6I use the Jedi choke maneuver, works every time a CSR is gasping for air.
- K31TH3R, on 01/10/2008, -0/+5Yeaah, call into our tech support and ask for a supervisor immediately, you're not going to get one. If someone asks for my sup'v right when they call in, they're most likely not going to get it.
Now here's a way around it, just about every supervisor available will take a "positive" call, meaning if you call in and tell the rep you're talking to that you feel they handled the situation properly and would like to be transferred to their supervisor to compliment them, you're going to talk to their supervisor, and get to the real meat of your issue.
I've had customers try and pull that on me too, sorry, you're not going to talk to my supervisor, ever. Consider me the supervisor, because my supervisor is going to tell you the same thing i tell you, and that's that.
Try and pull this mind control crap on me and you're going to get me mad, and you'll be further from the solution than you were when you first called. Speak with me on your issue, tell me everything you think i should need to know, and then shut the hell up and let me fix, don't EVER tell me how to do my job.
I'll tell ya right now, this crap won't ever work on an experienced CSR or tech support, and i'm not trying to be a dick, we KNOW when these people call in, and we KNOW how to handle them. - dubloe7, on 01/10/2008, -0/+5lol, people getting dugg down for truth.
http://www.xkcd.com/357/ - purag66, on 05/13/2009, -4/+9When I canceled Comcast to cancel service, I had the audacity to ask them if they could give me Verizon Fios's phone number. She started laughing, and I replied "Are you mocking me, ma'am?" Now I had the upper hand. The rest is history.
- PhilLesh69, on 01/11/2008, -0/+4Because there are a lot of people who are afraid of being faced with the idea that their politicians have been manipulating them with fear. They prefer the comfort of blind faith in their leaders.
- AgentEntropy, on 01/10/2008, -0/+4Couple issues. First it really depends on how you behave and the supervisor you're speaking to. I work for a customer service company and I know supervisors that would transfer you to the retentions dept without missing a beat if you are acting like a jerk when you say you want to cancel. If you get what you want out of retentions then good for you, but the supervisors often don't care more than the first agent you speak with. Unless the company you are speaking to directly makes supervisors in charge of retentions efforts then you can't expect anything out of the supervisor. Often times they can & will do more, but you really can't bet on it.
Second issue, if you hang up abruptly then the person you were speaking to probably gets put into another call before they could even have a chance to call you back. And depending on the industry and the dept you're speaking to they might not be able to call you back in 10 minutes. Of course if your only goal is to make them seem bad then you might not care. - lucutus, on 01/11/2008, -1/+5I also work tech support and I train my tech's to take control of the conversation from the get go. We are well trained and we are there to solve your problem as quickly as possible in the most efficient manner. We try to make you happy as a priority but calling in and telling us what you want done and how you want it done is the most likely way to get a big FALE! Calling in at least to our help desk and asking for help is the best way to get to your solution. Asking for a supervisor right off the bat is a surefire method to not getting any help at all.
- Spacemanspif, on 01/11/2008, -0/+4In my experience working phone customer service. VERY few people WANT to screw a customer. Unfortunately, our abilities are limited by corperate headquarters.
People who don't like customers are not around very long. People who are there the longest are much more likely to enjoy the job, and be helpful to the customer. - hughgilmore, on 01/11/2008, -2/+6This should be called 'How To Act Like A ***** 101'
- brightzide, on 01/10/2008, -0/+4Having been there myself I agree.
In some situations the OP has some good practices, being positive and using affirmative language is certainly a very good way to assert dominance. But in the case that the answer you want is not available, you will either fail or the CSR will be someone on min. wage who will crumble and you will have a negative experience to bitch about to your friends. In these cases you’ll find that any mind games will be wasted on the mindless and ultimately be for nothing.
Interesting read and worthy of a digg, but take it in context. - jefree, on 01/11/2008, -0/+4If I'm in a position of responsibility and decision making this type of telling me what I'm going to do person will annoy. I will listen politely and there will be lots of silence on the line from me when insanity is repeated asking for the unreasonable or impossible. This is the kind of customer you DO NOT want. They will hurt you more than 10 other customers will help. This type of personality will be avoided by collegues and potencial friends just like a hard nosed sales person is avoided. I ignore people like this because they are taking advantage of common courtesy. If everyone did this kind of thing it wouldn't be a very nice world to live in. On the other hand- it can be an effective skill if the CSR or manager you are talking to does has a fear driven company management style.
- coleki, on 01/11/2008, -0/+4LONG COMMENT WARNING
I also posted this on the source site.
I am what you would call a customer service representative. I work in a call center for a financial institution. I would like to respond to this article, because I can sense that this article was written out of an unfortunately cultivated cynical mindset toward corporate business. I’m not saying that the mindset is without reason or unjustified, only that it can really be nothing but harmful to doing business effectively.
Keep in mind that I, working in a call center, receive numerous calls every day. Something I have quickly come to realize is that I am much happier to help a happy customer. I know that is hard to do sometimes, because usually when you need to call, you have a problem. However, if you really want to “mind control” someone, my basic suggestion would be this: act happy. Another thing I have quickly come to realize is that one person can call me up, be extremely satisfied, and call me an angel. The very next person can start the phone call by calling me names. Nothing about me has changed in the intervening moments, so am I likely to be phased? No.
Below I’ve given some responses to most of the points in the article. If you don’t want to read the point-by-point below, here’s a basic bullet list of my points:
- Be, or act, happy. You might be surprised how your CSR will match your mood.
- Sometimes, the CSR can’t actually help you. For example, I cannot transfer funds between bank accounts- that has to be done by a qualified teller or personal banker. Also, you’d be surprised how many times customers call me asking me to do something that is blatantly illegal (not just against policy).
- Trying to intimidate a CSR will probably not work, unless you’ve got “the new guy”. CSRs and their supervisors work with customers on the phone every day. They know the stresses it involves, and they are not likely to get in trouble over one upset customer.
- Don’t assume. Specifically, don’t assume that you know the internal structure of an organization by immediately asking for a supervisor. For example, my supervisor doesn’t even work in the call center.
Ok, here we go with the long reply:
1. Always maintain a calm, collected tone
Keep your voice even, keep your tone low, and do not lose your temper. If you find yourself getting upset, place the person on hold for a moment, take a slow, deep breath, and pick the phone back up. If they have hung up on you, mention it when you call back.
This is an excellent idea. Nothing wrong with staying calm; in fact, we’d prefer it.
2 . Before you call, outline the situation for yourself, and decide how you want it solved
Write down several options you would be willing to accept, and keep the page in front of you when you call.
This is also an excellent idea. This will undoubtedly aid both you and the representative.
3. Always get the name of the person who answered the phone, even if you speak to them for only a moment
Write the name down, as well as any other person you connect to. Keep notes of who said what.
Nothing wrong with that, though I’m sure some companies make it a policy to avoid giving out names for the security of the employees (for example, if a customer fails to follow #1 ;) )
4. When you get a CSR on the phone, immediately ask to speak to a supervisor
When/if they insist that they can help you, keeping your tone low and even, state again that you need to speak to a supervisor. Not want, need. If they again insist, state in a clear and calm, low tone, that they WILL connect you to a supervisor, now. Do not yell, shout, or raise your voice or tone. "No. You are going to get a supervisor for me. Thank you. I'll wait." Say "thank you" immediately. Do not wait for them to answer your request first. If they again insist, hang up immediately. Call back. If you get the same person, make the request again, and if they again refuse, hang up, wait one hour for a shift change, and then call back. Do not give the initial person your name. They do not need it.
This I have to disagree with. If I transferred every call I received immediately to my supervisor, I would be out of a job (that kind of has two meanings… 1) that my supervisor would quickly become upset and fire me, and 2) that my entire purpose of coming to work would be moot). My supervisor doesn’t even work in the call center, so it makes no sense to ask for their assistance. Assuming that you know the internal structure of a company is rather naïve.
5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix
Do not say "that you need to fix" or "that I want fixed" or "that I need fixed." You know they will fix it. "I have a situation that you are going to fix for me today. I appreciate your patience." If they say they will try, state again that you're sure they will fix it for you. "No, you'll fix it. Don't worry." Reassure THEM. It will confuse them enough that they will allow you to explain your situation.
This will get you absolutely nowhere, and will in fact be detrimental to your goals. Being rude to someone is simply going to increase the chances that they will be rude back to you. Being polite will, coincidentally, increase the chances that they will respond politely.
6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told
Simply tell it as if you are dictating a letter. Once the entire situation has been explained, do not pause. Immediately give them the first option of how it should be fixed, in a simple, declarative sentence. "...this is the situation as it stands at this moment, and the reason I am calling. So what you will be doing for me today is..." or "..so what we need to do today is..."
That’s fine, as long as you don’t mind when they say “Ok, I’m actually not in the ____ department, so you’ll need to explain your situation to someone who is qualified to help you. I’ll transfer you now.” Saying “I have a problem with ____” is much more effective for getting you to the right place than telling your 10 minute story.
7. If the supervisor insists that your solution is outside of policy, ask for the full policy
Do not accept "It's just not policy to do this." You want a full description of the policy. This does not mean twenty pages, faxed. A simple description of the section they feel affects your situation is what you need from them. IF they again simply say "It isn't policy to __", you say "That isn't a policy. What, exactly, is your policy in this situation?" If they refuse to give you the policy, ask for their supervisor, or a corporate number - if you choose to or must call corporate, refer to *A - however, this will most likely not be necessary. If they give you the policy, continue to step 8.
Not everyone is a lawyer. Not everyone has scripts to read from. Not everyone has had the full legal reason for a policy explained to them. You can certainly ask to speak to someone who is familiar with the policies, but don’t expect anyone and everyone to know everything.
8. Listen carefully to the policy, then scan your list for solutions that fall within it
If none of your solutions fall within their policy, inform them of your viable choices, and ask them how they are going to solve your problem. Do not ask if they will. Ask how. "So, how are we going to resolve this issue?" not "Isn't there anything you can do?" or "there must be something you can do." There is always something they can do. Do not ask. It is fact. If they inform you that there is nothing they can do, again ask for their supervisor or a corporate number.
This is actually an excellently diplomatic phrase. I have no problem with it.
9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution
Be sure to refer to the person by name at least twice, to make sure they know you remember it. If they say they will call back, ask for their direct line. If they do not have one, again ask for their supervisor or a corporate number.
I suppose you can do that if you want. I have personally heard several times when someone speaking to me tries to insert my name into their sentences, and it just sounds awkward and broadcasts their obvious intentions to intimidate me. It doesn’t work, because I know that my job is likely not in jeopardy because of one customer.
10. You SHOULD now have a solution
Write down the details, making sure to read it back to the person on the other end of the line, and make sure to repeat their name, as well as writing it next to the solution that has been reached. If it is not an immediately solvable problem (returns, or delivery, etc) get a time estimate. "And this will be here by....". You can, at this point as well, ask for a direct line, in case you have issues and need to speak to them again. Then thank them for their time and hang up.
There is nothing exactly wrong with this tactic, either. It employs good communication practices. Just be careful not to sound presumptuous here, either.
11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name
If this person is unavailable or does not exist (there is always the chance) go back through your notes and ask for the person you spoke to immediately previous. Throughout this conversation remember to keep your tone calm and even. If the person you spoke to is unreachable, again, ask for a supervisor, and then immediately ask that supervisor for a corporate number. If the supervisor offers to help you, you may either attempt to work with this person, or simply call corporate.
This is generally ok. Again, be careful about assuming you know the structure of the organization. - badplacebo, on 01/11/2008, -0/+3No idea why you are getting dugg down! You are hilarious!!!
- teamgwho, on 01/11/2008, -0/+31) I work in customer service, so bear that in mind when reading my answer
2) buried because a) i think this article was ridiculous and the submitter obviously didnt read too well, he said that anyone can have mind control pwoer over service reps, when the article makes clear that you dont talk to customer service, you leapfrog right to a manager.
that said...
First off, most people dont need a manager, they just think they do. They don't get help mainly because they're dicks, periods. If you're nice, even if you ask for something mopre then you might be entitled too, I'll give it some thought. Be a dick, you're probably not getting anything.
Second, most companies (major corps anyway) requier we verify the party whose calling and their account info. Company policy. I won't get fired for vi8olating company policy. Sorry
Third, this person insists on a manager, then tells the whole story without makign sure they're even in the right place! This is one reason companies want to verify who you are and why you're calling before doing anything, even getting a manager. Imagine wasting 10 minutes browbeating customer service into getting a manager, then bloowing your looad telling the manager in customer service your problem, only to find out your problem is repair related and this manager has absolutely no way to help you. You'd feel stupid, right? Worse, imagine if you called Verizon and you actually get phone service from cable/Vonage/etc! Yes this actually happens, people are that stupid.
Fourth, if any person tells you that they will definately be able to do something without knowing what it is you want them to do, then they're either lying or an idiot. A true customer service oriented person wouldn't lie and confirm such a thing. They be honest and sayu "I'll try my best and if I'm not the right person or can't do it, I'll find the right person." So right off the bat, this writer is suggesting you get into a pissing contest over a stupid issue, and what she wants is a lie from a moron. Brilliant
Finally, I admit up front that many people get screwed by companies. That said, there are lots of people who don't read their contracts, don't know that someone else int he family made a change, or... heaven forbid... LIE. Just because you want something or think something is so, doesn't mean you're right. This article assumes that the person knows what they're talking about and have been legitmatiely wronged. Many times thats not the case. All this article does is encourage people to be unaccountable for their own decisions and choices. "The customer is always right" is the worst phrase ever handed down because it is WRONG. People have a sense of entitlement because "I can go to the competition"
The problem is people want cheapcheapcheap and then bitch when the service sucks. Stop shopping at Walmart, stop using $10 internet based VOIP, and when you get bad service, STOP DOING BUSINESS WITH THEM. Don't complain then stay. Complain AND leave.when you stay companies figure they can just buy you off and they're right. Then they keep providing lousy service because they know you will deal with it, or they can buy you off again.
//end rant - PhilLesh69, on 01/11/2008, -0/+3And on the flip side, if someone calls and treats you with dignity, and is kind and respectful, you will probably actually want to help them.
- ambivalent, on 01/11/2008, -0/+3This is also true. I would say that about 10% of my callers call me because we were the fist support number they found and need help for something completely unrelated to our product. So the part where the article insists that you start your story have several outcomes and they are all bad. I have experienced them all.
1) Customer starts their story and when you get enough info you know it's not something you can help with so you try to interject to save the customer some time. They get mad at you and call you rude. So you let them tell the whole story and then you tell them you can't help them and explain why. They get mad and call it crappy customer service
2)Customer starts their story and you let them finish. When they are done you tell them you cannot help them and because they have invested so much time in telling the story they argue with you and try and convince you to help them with their unsupported issue. They tell you that you have bad customer service skills and how we don't care about them and that the whole company is set up for the sole purpose of ripping them off
3)They talk at you for 10 minutes and at the end you don't know what they are talking about because all the information they gave was useless or irrelevant. You start asking probing wuestions to get the information you actually need and they get mad because they think that they have already provided all the information needed. They just want you to wave the magic support wand to make their problems go away. They don't actually want to do any troubleshooting. They just called to let us know to fix a problem.
3)We ask for their name and account info. We ask what is not working or what they need set up. We go through the mandated steps to fix the issue if supported or we direct you to information or the person you need to speak with if it is not covered by us.
teamgwho, you statement to complain and then switch services should be taken as gospel. If they thing you bought is the cheapest one there is a reason. Cheap or inexpensive means that there is actually less. The product itself may not be bad. You might pay less for the product and not get good support when needed. - Cmstech, on 01/11/2008, -0/+3Where can I buy punctuating statements? Target? Sharper Image? Judy's House of Porn?
oooohhhh you meant "by"...you fale - Comanche, on 01/11/2008, -0/+3This will work ONLY if the company has not outsourced their support. IF they have this will NOT work. I can tell you as an person who works at an outsourcing call center (almost 9 years) that agents are trained to control the call. The agents I know would PWN the ***** out of anyone trying this. And if you think your getting a supervisor....your not....your sent to an "escalations team".
Works for in house support, not oursourced support. - banjokelly, on 01/11/2008, -0/+3Nothing better to say orion846? 100% Agree with Lucutus... people who come in with all that "you will..." language are the the kind of people that tech support teams love to frustrate. It's a free pass to let your frustrations out on the customer for a change, because you know you'll be backed up by whoever they complain to in your company, because the customer is so clearly an ass het.
- MrMischiefVIP, on 01/11/2008, -0/+3As a CSR, if you ask for my supervisor you're going to get the person who approves my time off and tells me when my breaks are. What is this person going to do for you that I can't do? Unless one of my coworkers have offended you in someway, there is no reason to ever speak to my supervisor. This isn't going to be the case with every company, but start out with whomever answers the phone first. Give them the opportunity to do their job.
- encrypteduser, on 01/11/2008, -0/+3My response to the "you will get me a supervisor and I'll wait here, kbyethx" tip.
I apologize but I am unable to do that until we figure out and RESOLVE your issue. I was not hired as a receptionist here, so you must allow me to do my job if you would like to continue with this call. **This is when the "calm" customer goes nuts and starts yelling... or accepts their fate.
If the customer does not accept their fate, then proceed with...
I am trying to assist you and if you cannot accept the assistance then perhaps you can try again at a later time. Goodbye.
If the customer accepts their fate, proceed with the script! (haha, just kidding) Help the asshat and get on with your day.
ADVICE TO CONSUMERS: Generally, most techs would love to assist you quickly and have you on your way. However, in some situations the technicians are not provided with solutions from their supervisors or someone in middle-executive management. Instead of bashing the tech who would like to assist you, you should seriously consider not doing business with a company who treats you this way.
ADVICE TO TECHNICIANS:
Don't let customers treat you like this under any circumstance. In most call centers these days you can disconnect calls and in some cases ban customers from support. I would highly encourage you to exercise these options if you can, if not, quit.
:) - Cadamori, on 01/11/2008, -0/+3Breaking news dickwads: Asking to talk to a supervisor will only get you another agent. Supervisors are too busy to deal with you most of the time, In fact it will only infiurate me further and i will NOT help you.
"Before you call, outline the situation for yourself, and decide how you want it solved" No, ***** you don't get to do things your way, we'll tell you what your choices are and you'll have to pick one.
"If the supervisor insists that your solution is outside of policy, ask for the full policy" Yeah. Not gonna happen.
"Calling Corporate". We will laugh in your face if you ask to do this. Literally. - inactive, on 01/11/2008, -0/+3I will back this up too. I spent 4 years doing Tech support, and there is no way this ***** would fly with me. I dont give a ***** how bad you want it, you dont get to a supervisor with out at least telling me what is going on. Give the rep a chance to try and help you.
- 25cents, on 01/11/2008, -0/+3i can 100% assure you that this absolutely will not work for every company. there are CSR's with stronger wills and more intelligent minds than anyone attempting this 'method'.
- reuscel, on 01/11/2008, -0/+3The writer does realize that CSRs can memo your account to say things like "difficult customer. very rude." And that means you're a wingnut that will not get their problem fixed. I've worked customer service. Acting like an entitled asshat does not get your problem fixed. But I suppose if you've got more patience and time than you have kindness and human decency, than this guide is perfect for you.
- BOFH2, on 01/11/2008, -1/+4comcast went through a period where they even suggested that people cancel when they compained.
- tiberone, on 01/11/2008, -0/+3"my team lead, not a supervisor - gives about a 1/4 of the compensation I give in a month. You'll go to the one that I avoid when I want to ask to compensate past my discretionary limits."
Oh my god yes. I love it when a certain manager is in the store because the very second a customer gets pushy with me, they are going right to him and they will get *absolutely nothing* from us. I don't care how good you think you are at "mind control" because this guy will seriously dominate you completely in a matter of seconds. - Jolos, on 01/11/2008, -0/+3What a Fing ass! Immediatly asking for a manager is a pretty douche bag thing to do. A sure fire way to get sent to wait/transfer limbo.
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