CUSTOMER SUPPORT SUCKS

[bruinator]

Hi Guys, when it comes to customer support with anything, do you guys feel like if they cant answer a question and you ask for the next line of support, you are put on hold and you are eventually hung up on? I think 9 times out of 10 this happens to me. Customer support in this country and around the world has totally gone down the hill. About 15 years or so ago this would never happen. You would be with them until your situation was resolved or there is proof that the device is damaged and a replacement was sent to you.

Sorry if I am rambling on about this but I am sick of this fu*king sick of this happening. There has to be a way to prevent this from happening. It seems to me that most if not all corporations dont care about customer support quality and just want to know how much money they are making.

I am curious as to what others think about this subject. Your thoughts plz?

thx

[OrbingStorm]

For the most part I totally agree.Im lucky to even get anyone I can understand through their thick accent.Then most times I give up in frustration and figure things out myself by looking on forums ect.

Also alot give me the impression their just reading off a manual and know little about the product.Theres no personalisation any more .Your just a number.

[Ballistic Gelatin]

When dealing with customer service representatives, empathy is your best friend.

Many CSRs are just working for a paycheck and nothing more. However, I have conversed with a number of CSRs who are truly dedicated to their profession and strive to resolve issues as quickly and expertly as possible. Put yourself in their shoes: people curse at them daily and denigrate their efforts. How would you feel at the end of the day after suffering through one demeaning diatribe after another from irate customers?

"Honey will catch more flies than vinegar."

Follow the Golden Rule: Be pleasant with the CSR and empathize with them ("I know you've got a lot of other customers in the queue, and I appreciate your taking my call. What's the best way I can help you resolve my issue?"). More times than not, you'll make a new friend and your problem will get fixed.

If after working with a Tier 1 CSR you haven't received a satisfactory resolution to your issue, don't hesitate to politely ask that your case be escalated to a Tier 2 specialist or a supervisor. Make sure you express appreciation for the Tier 1 CSR's efforts and tell them it's not anything personal (even if it is) that you'd like to talk with someone else. Oftentimes, they'll be happy to accommodate your request for escalation.

Finally, take a minute or two to complete the survey that invariably you'll be asked to complete following your call or chat session. These companies desperately need feedback on how well they're doing with respect to customer service. I have worked in market research for more than 15 years, and I can assure you that this kind of data is invaluable in helping companies improve their customer relationships. :D

[mona]

The key words to understand the mechanism of this phenomenon are : CHOICE and MONEY.

As long as you've got a CHOICE, how to spend your MONEY - you're strong.

But when you already bought a product, your choice is "0". You became manufacturer's hostage, and Customer Services - no matter of what company / what country would treat you accordingly.

Sad but true.

[dMog]

"Honey will catch more flies than vinegar yes so very true...put yourself on the other end of the conversation and would want to try and hlp some idiot on the other end of the phone that starts the conversation off with rudeness and insults and a belligerent attitude,,,even if they do have legitimate complaint that is no way to start any conversation...especially one where you need someone to give you a resolution...and yes i agree sometimes when you phone a customer service help line that the way you are treated...but then there is a way to resolve that too...but giving back in kind is not the answer.... simply ask to speak to a supervisor and then when you get that person on the phone ask to speak to that persons supervisor...it is surprising how fast you get a resolution that way

where i work almost 95% of customer complaints are the customer showing up and being upset about something that they themselves are wrong about but they are still dealt with in a away that when thy leave almost every one of them will be back shopping and be happy to be back...and legitimate complaints...well it goes with out saying get handled satisfactory too...very seldom does any one walk away unhappy when dealing with any issue at customer service where i work...even the ones that show up thinking being rude and ignorant will work for them

edit on a side note a while back i called to cancel a newspaper subscription ,,,i called a local number and the prson answered this call in south east asia and could not understand or speak english very well...and also had no idea hoe to help me ...long story short i spent 45 minutes on the phone and still no resolution..this was not the customer service reps fault as she had no training...i actually felt sorry for her and she was just trying her hardest to help me she thanked me for being so patient and she could not even pass me onto someone who could help .... i ended up phoning the local paper on a line i knew was customer service related and just asked to speak to anyone in charge and it did not matter who...that person when hearing my story did what what was required in 2 minutes...and for the life of me i cannot understand why they jobbed this off overseas in the first place