clayverde

Telling someone right off the bat that "you're going to do what I want because I say so" will get you put into a queue that gets you passed on and on.

The point is that you shouldn't need to step back on what you want. But you don't become a snobby bitch, 9 times out of 10 MOST companies WANT to help you out.

mlw4428

Now, here is what you need to know. At a health insurance company I used to work at, access to individual policies was recorded every time the policy was accessed. That way they could always track who answered the call. That way, even if the person who took your call gave you a false name, they can track who actually handled the call. But the way a CSR can beat this is to do a manual shut-down of their computer (press and hold the power button for at least 5 seconds). Then there is no record. I only did this once, because the person on the other end of the line was a mean, condescending bitch of a nurse at a local hospital. It was not an emergency, et the world had to stop for her.

I agree that face-to-face is much better than the phone.

jojobber

Why when you call would you immediately assume you're speaking to the brainless, evil minions of the corporation? Talking down to CSRs and demanding supervisors for no reason really does just annoy them. The article implies that they're uncooperative and uninformed while instructing you to verbally poke at them with sticks.

The majority of the time they are PEOPLE who want to help you resolve your problem. By telling them what they WILL do you're tying their hands and making matters much worse. We can probably safely assume that even the newer employees know more about the company and products than most consumers who are calling. By telling them what they will do when you know very little about the product/service will rule out many viable options the CSR may have had to resolve it. And after copping an attitude I'd be much less likely to give you those options anyway. I know the instructional section just states that "you WILL fix my problem", but many times (as in the example) it becomes "this is what you will do for me." If I were the Best Buy manager you wouldn't have gotten a giftcard. You would have gotten to practice your techniques on HP or whoever made the laptop. They are the ones responsible for not packing in a CD.

Don't even get me started on the "That is not acceptable!" comment that many times goes hand-in-hand with the "this is what you will do" attitude. That's an immediate sign to me that there is nothing that will make you happy. Customer service is all about bending rules and making exceptions, but no CSR or supervisor HAS to bend them for you.

crowquill

When someone asks for your information.. GIVE IT TO THEM. It's not for their health, it's for their job. When asking someone for their info, I'm not just looking at what they pay for services, etc.. I'm looking to find out WHAT THEY CALLED FOR PREVIOUSLY, IN ORDER TO GET THE CORRECT SUPERVISOR TO SOLVE THE ISSUE.

About explaining the situation without even letting the rep get a word in will not work either. I've had people ramble on to me for about 10 minutes straight using this tactic. You know what I'm doing for those 10 minutes? Browsing the internet, listening to only the key points that you're making and ignoring the rest.

About asking for what the policy says.. You're going to get a load of crap. No one is going to search 20+ page document to find something. They're going to make it up in their words. If you'd like more, they'll fax you the policy and you can skim through it and give up and accept one of their solutions after wasting time.

You need to understand that there's not always something that can be done. I work at a cable company and there's people who demand a tech to fix their problem RIGHT NOW. That will never happen. We will give you an all day appointment if it's necessary, and that's 10-8, and only if you call before 3. After that, it's next day at least. No one can get a tech to the home at that point because they simply don't work that late and that's the end of it. Sure, this is just one example.. But like I said, there's not always something anyone can do.

And like stated before, one of the things that we are judged on while working at a call center is our ability to control a call. We do it more than you do, you're not going to win, and if you do try to control the call, like instructed by the article, you're going to have problems.

The BEST way to get what you want is to be kind and have a gentle tone and ENGAGE IN CONVERSATION. Not sit there and spit out your problem and your viable solutions.

blowjustinup

mariospants

As far as the customer service employees in here, I'd just like to say to any of you who think that you don't owe the customer anything that you are poorly mistaken.

xDimMaK

Second note: when a customer calls in saying we "Will fix a problem" tends to set off rude alarms. It's being implied that the agent you are speaking to is not already going to try and fix your issue. My team has jumped through more hoops to help the lady who called in and said "Please, I don't want to be rude but this isn't right." Than the customer we had call last week who told me "You WILL fix this," the pervious seven people she had spoke to had already done everything possible, there is no magic button, you do have to wait for the network ticket to process, and her attitude does not make me either want to rush the process, or put her on the top of my list to call back.

I could poke more holes, but in short, this is something you should only use in worse case.

Ps. Waiting for Shift change does not work. Generally agents have staggered shifts, they don't all leave at once. If an agent can't stop a customer from asking for a supervisor, they will tell their co-workers that a customer called in demanding a Supervisor, and when they (the agent) kept asking for information the customer hung up. All agents will expect this call, for we assume they're calling back, now and it will become a game of who can get the customer to give up their information. Most likely, if that step works, you have reached a completely different call center. We're not all in one building, there's about a thousand of us and we're all over the US.

UmiDarkfire

OGMikeHoncho

csrsupr

I gained as much information in that one call as I had all day. The thing is that outside of a cut-and-dry problem like the one given, you really want to gain as much info from the CSRs as they gain from you. Every company has a different structure, and if you don't know what you're dealing with you could be screwing yourself out of the solution. Maybe the person CAN'T solve your problem (not that I could ever bring myself to declare they were going to) but they might be able to tell you who can if you give them a chance.

If a customer trying to solve a problem is like a detective, CSRs are like witnesses; just remember that they have valuable information you need, and just because they're involved doesn't mean they've committed a crime.

Savvy-faire

seiryudo

Bluskov

If you are polite and direct, you will generally get the results you request as long as they are reasonable and the remedy is equitable for the failure.

When people call with a complaint the receiver of the call is generally open to helping the person solve the problem. If not, they are the wrong peronality for the job any way and will soon fail and leave. These people are generally obvious - ask for the supervisor. Part of the openness is understanding the consumer's issue from the consumer's point of view and helping identify a remedy that again is satisfactory to the consumer and cost equitable for the company.

If you had a problem with an airline, don't start by asking for a free first class ticket. Be reasonable and ask for something within the ability of the person to provide. Ask for a coupon good for your next flight or say they can't make this situation right but they can make it easier by giving me 25,000 miles to my account. Give them some options as to what you think is equitable. Also, compliment their company as well as tell them that you realize it is not their fault but that they are on the front line and so they have to hear it. Empathize with their position. They don't get empathy often. If you're a butthead, you will get zip. I can guarantee that. Give them something they don't get often - kindness. 85% of the time I can promise you will get the desired result (if reasonable). When that fails, write the CEO.

Be emphatic, not a butthead. There is a difference.

topcat239

As far as I'm concerned, you are essentially a thief when you escalate a call up the way up to corporate so that your call costs more than the item/service you don't deserve and the company is eventually forced to "give in".

Typically, if you do actually deserve the service you are requesting, using tactics like these are far from required.

helxis

BugMeNot2

Also, as far as waiting for shift changes or calling back in, this point is moot at least where I work. Any call will require a note about that call to be left on the account. If a person calls in multiple times with the same situation, they most likely will be passed on to a manager, but only so the manager can tell them to accept the solution we have or quit calling.

Finally, if you have no experience dealing with CSR's, your chances of making these tactics work are slim. The best trick is to talk to a CSR, if they can't solve your problem, remain very nice, but make up a reasonable excuse to call back later (pretend you're busy, have an appointment, have another important call coming in, etc.). Repeat this until you find a rep you "get along with" so to speak, get their name and info, explain that you've had to call in multiple times and would just like them to help you from here on out. If you're nice about it, that's often not a problem at all to get. Once you have a dedicated rep, you're golden. Once I've helped someone once, I'll go the extra mile to complete the task.

Factorxfiles

rikkus256

trooper

Some background: First time poster, 8 years in the tren, I mean on the phones for a variety of sales, support, and escalated call lines.

My current script includes: "I'm sorry to hear that, let's get your problem fixed." but we are allowed to modify slightly for individual situations.

My opinion: The Alpha gets spayed/neutered. If you are asking for my help, you do not dictate terms. Terms were agreed to when you started/purchased the service.

My dirty little secret: In a previous sales and support job using the phrase in anger "I want to speak with someone else" or certain variants get an instant transfer to our Spanish new customer line.

Now that I have that out of the way.... I start every call with the opinion that you have a problem. This has yet to be proved wrong. From there you need the problem fixed. I do everything I can to help fix the problem per company policy(to the letter no bending). If you come across as rude/condescending/whining/trying to get something for nothing expect to get that attitude mirrored and the rules bent to NOT help you. If you come across as anything else, and sometimes crying, you will get all the help I can bend the rules into. Sometimes, if someone is "fun" to talk to I will break some of the rules. Case in point a couple weeks ago I explained how to set up a non-supported set of networking equipment behind our provided hardware. If you tell me what I will do I will tell you not only what I am doing/have done/will do but also what you will do.

tenant #1: Customers Lie. Corollary: Where the customer isn't lying, the salesperson did. Continuation: The previous csr missed steps/didn't do proper troubleshooting.
tenant #2: The customer is rarely right.

tenants 1 and 2 do go hand in hand and are proved on a daily basis where people wear headsets for desk phones.

What I remember from psychology: The mundane gets forgotten, the unique/exciting(in the level of energy meaning) gets remembered. This is disproportionate and means csrs remember the bad calls more than the neutral calls. Probably more than the good ones too.

With that on the record, I am off the clock now, and tone is the key. I have told one person outright "No, the customer is not always right." I have also raised my voice at customers before. Not frequently and each time I did it the customer responded by calming down and listening. Finally the steps above, except for the refusal of information and the request for management incessantly is pretty good. Throw out the suggested scripting or switch "you will" for "will you?" and it becomes descent advice. It is more of a niche thing, and is one I have used in the past going interdepartmental with a customer problem. The customer was perfectly polite with me, but due to the systems I had access to I couldn't fix the underlying problem without another department's help. I had previously had access to the systems required, and after initially describing the problem and requesting a solution from the other department(he suggested something which didn't help), then suggesting a solution to him, I had to play "alpha dog". This issue was solved with a conversation like this:"Do you have access to system X?" him:"Yes" me:"Starting from the start page, press 3, then 1 then enter the account number I will give you, look at field 26 on page 2 after the account comes up. Is there anything listed there?" him:"Yes" me:"Remove it, please, by using the space bar to erase all characters from that field. Press F2." After that I checked with the caller, problem fixed, and politely closed the call. It DOES work, but had I not had the insider knowledge of the system in question AND tried to work with what the other department suggested FIRST the customer would never have gotten the problem fixed. If I am the customer and the other agent is the csr, then YES we did use the suggestions above, all of them, but as a last resort and only after all parties involved were sure that standard procedure wouldn't work.

Some personalized responses below, but before I start them I want to remind people that it is soul sucking work, no one calls in because everything is working fine, you talk to people with problems and usually an attitude 40 hrs a day 5 days a week for not much money. I have also noticed a much higher percentage of smokers than seems to be the norm(compared to the other industries I have worked in) which points toward higher stress levels.

@nickripley: It is a soul sucking job. Turnover is higher than just about any industry I am aware of short of Kamikaze Pilot and rude, intelligence lacking, overly officious, and/or religious people are constantly wearing at you. I know some people are asking how can a religions person be grating? I have 2 statements, Missionaries(generally Jehova's Witnesses or Mormon in my area), and I have been yelled at "Satan, I revoke you in the name of Jesus! Now give me your supervisor!" before. That quote is funny, but just because you think Jesus loves you doesn't mean you are a nice person.

@cowboys_fan: #3 hit it on the head! I know often my sups will ask me to stick by or get off the phone so I can give them the answers that the customer needs.

@bigduke: My job is to fulfill company standards, if this happens to include solving your problem, I will. If, however, your problem is not covered or coverage by company standards is in question, and you are rude, you WILL be told it is not a supported issue and offered OEM or paid support. This is not a threat, and speaking with a supervisor will not change it. It is simply company policy if we don't support something to offer OEM or paid support.

@csdiego: We provide Internet and television. Getting your printer to work is not something we support. I recommend calling HP or if you have a credit card handy I can get you to paid support. Which would you prefer?

@remthewanderer: Yes, they call tech support we tell them to plug it in. It happens regularly, as an individual depending on program from once a month to twice daily. At least they weren't calling a website tech support or the isp.

@dilbertaco: The dealer of a new car, technically, does inform you by inclusion of a manual, and my dealership is STILL sending me reminders every 3 months despite 65000 miles on the car.

@oniomi: Seconded! That is perfect, and a great explanation I wouldn't have thought of.

@lasciate: Yes, but remember a full knowledge of company policy is needed to know not just what it says but how to interpret it in a positive OR negative way from the customer's perspective.

@skeptic: Yes, we are required to control the call. You do not pay my paycheck and not following your policys won't get me fired. On the other hand, call control can be a subtle influence to the correct direction, like skillful marking of a nature trail, or it can be whip/reigns/blinders. New agents haven't discovered either method, experienced agents usually can use both. I can (and have) controlled the call and led people like our original author without their knowledge. That, in part, is why I am still in this type of job. I don't care about your policies, nor did the company agree to be bound by them, and yes I checked with our lawyers;) but if you think I am following them you are more likely to go where you need to.

@remo_253: I bet you are one of those people who make a point to tell me how much you/your wife/your kid earn in a day/hour/paycheck/year. The more you make the more easily you can afford to pay for the things you want, whether thats an on-site computer tech or service directly from HBO. And not answering the questions stops the script at that point. Once you have answered them we can continue. Sir, we aren't the child who is re-wiring your systems whenever the grandkids come to play, nor are we the ones who insisted the roof needed to be re shingled causing your dish to lie on the ground/be misaligned. I will be polite right back at you and you won't go anywhere without jumping through the hoops with me. If you've really done the work you would know jumping through the hoops as quickly as possible is the best way to get to someone else if it's needed. The chain stops at my manager, there are no higher numbers for customers unless you already know someone on the board of directors. If you have a legit problem, we will fix it at my level, possibly with tier 2(who have back end database access I don't).

Sorry for the rant, just a bit of a hot button for me as you can't blow off this steam in any other way effectively.

lure

jrw27288

KittensRCute!

ashleylynn8403

mademoiselle.jones

1) Get stonewalled by me, or someone trained by me who would not let that fly.

2) Get transferred to a supervisor, who, determining that your issue could be solved by a regular service rep, would kick you back to a CSR, where you would get faster/better service from someone who handles support cases all day.

You wouldn't even get an explanation of the policy, as that was also against policy. You don't have any need/right to have full disclosure of company policies, as that falls under proprietary info or trade secrets. So that line would stonewall yourself in some cases.

These hints are only useful for companies where the tier 1 guys are completely useless. This will often be the case in a retail store, because the floor sales staff are trained to help people in the store, and the performance metrics by which they are evaluated are based on delivering this service, not talking to pushy customers on the phone. This means, regardless of how bad you consider their in-store service, your phone service will be worse.

ludwigk

polyeaster

Also, one reason a lot of reps are hesitant to trans to a sup is because if they show too many transfers to sups (at my company that's more than 4 a month) then it effects your record. Which can possibly make your bonus lower, keep you from getting a raise, etc.

So please, don't ask for a sup unless you *need* to.

CSR

Let me take this opportunity to correct the misguided belief that a supervisor is more competent and experienced than their subordinates. We'd all like to believe that you get promoted by being good at your job. Well, anybody who's ever had, um, a job, should know that this isn't the case. The ways in which (and the metrics used to assess employees) a person becomes a call center supervisor often have very little to do with being good at helping the customer.

So, when you talk to a supervisor, you're going to be talking to somebody who likely believes that the company can do no wrong, and is of questionable competence.

A much better strategy is to explain the situation to the CSR (who's probably more skilled and more experienced than their boss) in a "just the facts" way, so that you get them on your side.

Another thing to remember is, in terms of what a CSR can do for you, there's often grey areas where a CSR will be willing and able to "bend the rules", if they believe it's the fair thing to do. But in my experience, your average supervisor would never dream of "bending the rules".

That's because one of the ways that you get to become a supervisor is a belief in applying "the rules" to the letter of the law, across the board, never mind if the rules make any sense or not, never mind if you keep a customer or not.

Still think it's a good idea to talk to a supervisor?

PaulS

It's apparent that you have NEVER worked in a service related field.

barmanvarn

Speaking from experience, I've had an Xbox 360 fail on me and calling their outsourced call center to get a free replacement took less than 30 minutes (Not including wait time, which isn't really relevant but ~20 minutes) simply by being courteous and allowing the CSR to do his or her job.

Demanding solutions may work for John McClane but the majority of CSRs do not want to help you moreso because of an attitude like this.

Barr

backspinner

lowlight

They also grade your calls of course and one of the things they grade is referred to as "ownership" of the call. I can tell you the amount of training they give on this is nothing, until you fail at it then they might attempt to coach you. However never having gone in to one of the coaching plans I do not know what they consist of.

I had multiple people attempt some of these, including one customer that did nothing but ask for a supervisor repeatedly. I gave my name at the begining of the call, they obviously did not pay attention because after about 5 more minutes of asking for a supervisor they were asking for my name again. I stated "I have already said my name once, and there is nothing more I can do for you until you give me the information to help you, starting with your name and address." This went on for another 5 minutes, they hung up called and got me again, and this time just gave up. I had their problem 100% resolved in about 2 minutes, even though they were still describing it 8 minutes later.

This is not to say I would never send someone to a supervisor but if you are calling for Internet support, you don't go to a supervisor you go to a "senior" who can do little more then a regular rep. There are rare times you can get someone to a supervisor.

One trick, go through the call happy and ask to leave a voicemail with their supervisor, they will direct you to their actual supervisor's voicemail. Here you could say what you want, but note, the rep is almost ALWAYS listening to what you are saying and only hang up when you do.

There was a lot more I wanted to say, but this is getting way to long for a comment.

archgriffin

Asking for a supervisor straight out of the gate is an extremely bad strategy. Often times front-line reps are more knowledgable about workarounds, policy exceptions, and loop holes than the supervisors, so alienating that potential resource before they've even had a chance to help makes little sense.

This strategy might work at big box stores and certain franchises, but will most certainly backfire in the majority of cases. If someone came at me with the approach recommended here, I know I would follow the exact letter of the law and wouldn't do anything beyond black and white protocol.

It's common sense really---Treat people how you would like to be treated.

Would the author of this article really appreciate being treated this way if the shoe were on the other foot? I don't think so.

karma17

My mantra is "be polite, be firm, get a supervisor if you have to, file a complaint with someone if nothing else works".

I deal with customers too, so I know what it's like to be talked down to by a customer on a bit of a power and/or status trip. That's all she's advocating here: talking down to people by telling them what they will and won't be doing for her today.

If you're my customer, you'll get much further with polite, simple open-ended questions than you will if you actually flat-out tell me what I will or won't be doing for you today. I don't want to hear it. And my attitude will  match my unwillingness to deal with you, I promise. I've worked with people for oh, let's see...19 years in heavily public roles, so I pretty much know a hard-case customer when I see one. Theatrical ordering-me-around doesn't impress me. In fact, not much will. Nice gets you everywhere though, and I mean that.

If you're cheerful on top of that, +1 for you. Life is too short to take it so seriously. I, like many people, have a naturally rebellious nature, and a bit of pride, so her attitude cuts to my heart and does not engender any cheerfulness or sense of cooperation on my part. Honestly, she just sounds like a bitch.

MarahMarie

I've had my computer for two years and have not filled up my memory. I'm wondering how the crap someone filled one up in 6 months."

First, they're selling to folks that have no idea what a recovery disk is, much less that they should make one. To many people buying machines these are appliances. You plug it in and it works. They wouldn't think of doing a backup of the PC OS anymore than they'd consider backing up the firmware of the microwave. A good salesman would have told them what needed to be done, and considering it's Best Buy I'm surprised they didn't try to sell them backup disks.

It probably filled up because it was a floor model with a dinky HD. It doesn't take long, ripping CDs and loading digital pictures, adding new applications, to use up a lot of space. If you never add anything, just web browse and do email, and started with a large drive, no you'll never run into space problems.

BTW, it's not "..have not filled up my memory...", it's the hard drive that's the issue, not the memory.

Remo_253

My time as a customer is valuable also. There are exceptions but most frontline CSRs are there to save their company money, that means doing as little as possible, being as obstructionist as possible, wasting my time.

How many times have you gone through the "Can I verify your name, now your address, now this, now that, please wait while I update your account, blah blah blah only to be told. I'm sorry, I can't help you, let me transfer you to department xxxx." And that person starts with "Can I verify your name.......".

No, if I start with the assumption the first person to anwser the phone has zero power, as is the case most of the time, then I'm saving my time. I don't give a damn about your procedures. I want my issue resolved as quickly as possible in a manner satisfactory to me.

If the sheep want to ask pretty please will you help me fix the problem you're company is responsible for, good for them. Not my approach. I'm going to be polite but forceful, I'll tell you what you have to do to make me a happy camper. I'm not going to wait for you to start making offers, starting with the least impactful to the company.

And yes I've done CSR work. That's why I'm going to cut through the bulls**t as quickly as possible and get to someone that has some authority.

You're the manager they called to the line and don't like that I bypassed your procedure? Tough, deal with it. If that means not helping then our conversation will be short, as I'll go to your manager, and mention how unhelpful you were. And up the line until the issue is resolved.

This all assumes the customer has a legitimate problem. If I screwed up I won't be making the call in the first place.

Remo_253

i am a tech support person for Cox Communications.
and as corny as it sounds i really like working for them because of the latitude they give me in working out a problem for a customer.

and as far as customers being "jedis" well the majority of people who call in are not "technical" people. that is my job. i try my best to explain things in simple and understandable details.
so they will understand why im saying i cant do tech support for their printer or electric catbox or whatever !

cmdrjameson

You say that the wait times are long because of CSRs who are lazy and too busy being defensive to help. I've done two stints working as a TSR for a major cable company for internet and television and let me tell you from my experience that that's not the reason for it.

Wait times are long because people call for problems that don't need to be handled by the company and refulse to put any effort into fixing the problem at their end. The company that I worked for provided cable internet and many subscribers used wireless routers. Whenever the "internet" dropped they would call and it is easily diagnosed as a router issue, which was not our hardware and unsupported by my company. Most of us would take a few minutes and walk them through a simple reset cycle but if the router wasn't responding the customer would take up time insisting that it was our router and that we had to fix it. There's one reason for a long wait time. Another one? People who assume that "internet support" is interchangable with "computer tech." They'd call up and expect us to fix pretty much any problem - from hotmail to broken keyboards - and drive up wait times that way.

Don't get me started on the cable customers who were havng a signal issue but didn't want to help resolve the issue because their TV was too big to move, and no, I'm not talking about seniors and disabled people.

Hold times are laregly an issue of customers
a) not understanding the equipment that they own
b) not understanding the support scope.

sarcastibitch

thenexus

jake98gt

with that said when you call in be calm no matter how mad you are no matter how big the issue ask the CSR what information they need to help you. give them the information. at this point just be patient the tech will ask you all the questions they need to fix the issue.

i can normally fix most issues in under 5 mins if not you will have a reference number and someone will be contacting you shortly.

if you ask for a supervisor right off the bat what will happen is basically i will ask you if i can help you if you say no i will take your information and i will call a supervisor. usually leave a message for them to call you and then you have to wait and wait and wait only for them to call back one of us to fix your issue.

go about calling in however you want. be irate be happy go lucky be sneaky as stated above.

bottom line
if your nasty you will get no help
if your nice you probably will get help
if you just relax and let us do our job you will be fine

We know all the issues that are going in the company
we don;t needed to be yelled and and reminded about them over and over.

and in most cases we probably agree with you and why you are upset and in most cases i will usually let the customer know that i would be upset to and really mean it.

ISPTECH

For a genuine nice customer i would go out of my way to help them.

The screaming raving mad customer will be stonewalled.

The customer that immediatley demands a manager and refuses to say anything else would be stonewalled until they provided me with a way to look up their order, see what the situation was, and if i could help them myself. In many situations i could, if not i would attempt to reach someone who could.

A customer that continued to refuse to provide any information would be forwarded to a voicemail box, maybe someone gets back to them, maybe not.

Basically, if you were rude, arrogant, yelling, demanding, or a dick, good luck getting you're problem fixed it it was outside of policy. You want to be a normal person, maybe something can be done to help you.

With regards to supervisors, some will bend to make a customer happy, some will stick exactly to policy. The csr decides who they forward you to.

Also the csr's get to see the notes from previous reps on earlier calls.

anotherrep

First of all, if you're looking for something you don't have coming to you, like a free copy of XP for being a doofus and messing up your computer (Disk Cleanup didn't do that, you can be honest with us) that means you're looking for someone who can bend the rules for you. Often, that isn't a manager, and you aren't going to get special treatment acting like that. You're usually going to get the bare minimum and not an inch more.

Someone pulled this one on me the other day, demanded a manager, wouldn't say why, etc. I had two managers within four feet of me, and neither wanted to take it, so I had to put the customer down for a callback. I kept checking to make sure someone was going to take care of it, and finally, four days later, they call back, and it turns out the customer wanted their Internet reconnected RIGHT NOW. There were notes, so i figured they had done it. Two days after that, I get an email, and they want me to do it. Three minutes later, they're back online, just like I could have done on DAY FREAKING ONE.

Also: if you're calling tech support or some other call center acting like that, they're going to note the account- sometimes those notes stick around for years. You might be doing yourself a disservice in the long run. Be a reasonable person with reasonable expectations and you'll get what you want 99% of the time.

YouPeople

When this woman told me she was from the same town as me, about 10 minutes away, I instantly was far less willing to help her out because I sensed she had quite an "entitlement problem" and needed a dose of reality.

Now, we can and have done stuff like this before, even though we aren't supposed to. I once drove 40 miles to another store to pick up a TV and bring it to a nice old lady's house at my manager's request. I got compensated for time and gas money, and the customer was happy.

I got the same thing once from a customer whose television shit the bed 6 months after she bought it. Obviously major retailers wont do anything for ou outside of their return window without an extended warranty.
Lady: "You will replace my television"
Me: "Did you happen to purchase an extended warranty?"
Lady: "No."
Me: "Well, sorry, but I wont be replacing your TV. Hopefully Polaroid (or whatever shitty manufacturer it was, I can't quite remember) will."

I try to give friendly service to every customer I deal with, and be thoughtful and understanding in the process, but it IS a two way street, even if one side is a five lane freeway and the other is a back ally.

Whzsutton

First off the single largest priority of the CSR is to get you off the phone with a resolved issue. Believe it. They don't want you clogging up the lines anymore than you want to be on them. Having tons of people on hold is DEATH to a call center. Now, as for the recommended steps.

1. Hell, yes. CSR's breathe a sigh of relief when they get someone who is calm and collected.

2. Also good. If you know the issue fully you can explain it to us fully. Knowing what you want is a good step as well, just be prepared to compromise on it.

3. I do this myself when I call companies. Another good idea.

4. Hell no! At the least give your first name and a short summary of the situation. That gives the supervisor a running start on gettings fixed for you. Also, as said by others most supervisor can actually do less for you than front line can.

5. As a supervisor I appreciate your faith in me but front line is better at technical than me. About 90% of supervisors are nothing but process monkeys or personnel managers. Its usually front line that has the knowledge and the tools to fix things.

6. When I get this as a supervisor I just put it down as a rant. Unless there are pauses for me to take notes or clarify points it all blurs together which makes things worse for you. What I can do for you may not be what you want me to do.

7. Policy is almost always on a company website or on a warranty document. Read your warranty. This outlines what you can get from a company.

8. If you make a declaration of what you want you will get a declaration of what they can do. For most companies like mine Tier 3 support is reserved for help desks and onsite repair agents. In other words for people who speak technical jargon and not for the end user. You cannot be put through to them and if you could you likely wouldn't be willing or able to follow their instructions anyway. Asking for the corporate number is saying,"Its time to end this call. Stop trying to do anything further."

9. Yes, if you are working with us we will be on our way to a resolution. Supervisors do not have direct lines. Most of the time they don't even have phones. They just plug into the front line agents phone. Asking for a supervisors supervisor is just silly. Such a person does not exist and anyone who is telling you differently is lying.

10. Getting an ETA is good. Just remember that it is an estimate not a deadline. Again, direct lines or extensions will not be given out. Period.

11. Following up on an ETA is always good. Sometimes crap happens despite the best intentions. Again, requesting the corporate number tells whoever you are speaking to that you have no intention of working with them and its,"Here is the number have a nice day."

12. If you come on the corporate line saying this be prepared to be transferred right back to front line.

Remember that the front line CSR wants to resolve your issue on the FIRST call, quickly and cheaply. They want to resolve things because that gets you off their phone, gives them good metrics and makes you want to buy more stuff from their company. Overall to judge how effective the given steps are just imagine how well they would work if someone came into your place of work and tried them on you.

CSR-Guy

1. If someone demands to see my supervisor, I calmly ask to know why and why only a supervisor can help them. I ask what steps have they done to fix them problem already. After this, if I am unable to help, I tell my supervisor the whole story before they ever see the customer. With that, I know ahead of time whether the customer will get their way.

2. If the customer is clearly wrong, I tell them and explain what went wrong and how best to fix it. If the customer disagrees or wants something that can't be done, I tell them again, THIS is how to fix the problem. ANY other way will only delay the issue and may make it worse.

3. If they demand to see things "in writing," most times that's easy with the government. If they complain, explain that fighting with advocates and lawyers will probably cost them more, but they are welcome to fight.

4. If they still insist on talking to a manager, they may - the manager will know the story beforehand.

5. The louder they complain, the quieter and more calm I get.

In short, if they say "I will fix their problem," I tell them we will try our best, nothing less. It they claim I am rude and they will "turn me in" I state they are being recorded. (true for my agency). Lastly, I explain what can be done, if anything, to fix the problem and exactly how to get it done. If the customer disagrees and wants something else, or says "this is unacceptable" - too bad - I already explained how to fix it.

I have never lost, backed down, or had my supervisor overrule me - and I have dealt with lawyers, court subpoenas and cranky old men who threaten me.

pgluth1

jooverz

dons888

wheelerdealer

sketec

phaedrus73

Customers who tell me what I WILL do will be placed in the queue. The very, very back of the queue. "It will confuse them enough that they will allow you to explain your situation," is horribly asinine. You don't need to "confuse" a CSR into doing his or her job.

Customers who immediately ask for a manager or supervisor? They're just plain stupid. The CSR's are there to help you, thats their job. The supervisors and higher level support employees (I fall into the latter category) are there to take care of what the CSR's can't. No supervisor or upper level support personnel are going to waste their time with elementary nonsense that the CSR's can take care of.

It is goal of nearly every CSR to get you off of his phone. Believe me, if he or she cannot help you, you'll get escalated plenty fast.

You want to get your problem taken care of? Be nice. I've bent over backwards for people with annoying, irritating, or even just boring run-of-the-mill problems just because they were polite, civil, and friendly to me.

Want to get stuck in phone support hell forever? Then be like Lona.

I hope enough people read down this far. Maybe it will cut back on the number of Lonas I have to deal with every day.

mugs79

Whatever happened to PERSONAL RESPONSIBILITY and being POLITE? Your family bought a faulty computer (floor model, hello) and then 6 months later your family fucked 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 fuck 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.

dons888

All you need to do is be reasonable and polite and you will usually get what you want. Agents WANT to help; it makes their day easier. Arrogant/rude/angry customers just set everyone's day on the wrong course.

Being a passive-aggressive arsehole will not get you any preferential treatment. It is more likely to get the agent's defences up.

In the above 'win', I would wager that the caller got what she wanted because the supervisor was not willing to speak to such an arrogant c*** any longer for the sake of $100.

Yes, sometimes the rude customers get what they want because there is no point stooping to their level, but more commonly the nice customers get what they want because the agent wants to help them.

I've done some supervising in a call centre, and quite frankly I would have stood firm with this caller in this instance, though had she been pleasant I would have at least offered a compromise, maybe the full $100.

bobbobbob

When you're talking to me, I need you to:

* Tell me clearly and concisely what problem you're having
* Answer my questions about your environment
* Give me quick and painless access to any files or logs related to your problem
* Refrain from telling me the equivalent of your computer's life story
* Get (verbally) out of my way

We can either have a pleasant ten minute conversation in which I fix your computer... Or an unpleasant half hour one-sided conversation of you telling me everything I'm going to do, followed by a ten minute conversation in which I fix your computer. Which would you prefer?

GoodDamon

BugMeNot2

thedamningwell

DanGarion

This was the only thing that really irked me, screaming, crying, swearing, lying, they were all fine but anyone this smug I couldn't (and no one should have to) deal with.

syl1985

Having worked on the customer service end for two large companies (one in security, one in telcom) I can tell you this is only going to work probably 75% of the time, not 99% as indicated in the article, however that may have been the authors experience.

While I agree with the fact that one should be remaining calm, and authoritive, if you come off as rude there are people who will not help you. And I don't mean refuse you service and hang up on you, I mean, will only do the bare minimum so if called on it they can say they did something.

Once again, going back to my own experience, that's how I was. The people on the other end of the phone (read: CSR) are not (always) idiots. Couple that with some people who are aware they know what they are doing, and feel either secure enough in their job or don't care enough about it, and you have a dangerous combination for a customer like this. There are also several instances where there ISNT a manager, or supervisor available, or if there is, they aren't there to handle phone calls, but to manage their staff.

Having worked in the industry, the most success I have with talking to reps is to be friendly, understanding, listening to what they say, joking around, and so forth. Yeah, we get that you as a customer are pissed off. We are people too. We get pissed off about the same things when we're in your shoes. But anyone attacked who doesn't have a submissive personality is going to butt heads with you.

Obviously there is always more that can be done. Your best bet is to have someone who knows a little bit about the environment handle the situation. When you know all the typical trappings of both your frontline CSRs and customers, you're going to get a lot more done for you.

At least... here in Canada, you will.

orehitna

chargernj

I don't understand why people assume that because something went awry with an order they placed with someone that they have the right to speak to people like this idiot is instructing you to do. demanding things "now" and saying "no, you WILL find a solution" is arrogant, repellant, and indicative of alot that is wrong with the way we treat one another. That's how you talk to a dog "you will piss outdoors" How bout this: we are both human beings and I will treat you like a human if you do the same. There is no need to get rude and snippy and demand things from people like they are below you. A) Likely, this specific individual has NOTHING TO DO WITH making your life miserable. Even if they work for the company, do they deserve you're wrath? B) Most often, in nearly 90% of the cases, its the CUSTOMER's FAULT. READ THE POLICIES you lazy bastards. You can't complain after the fact. I dont care how fine the print is, you need to do your homework before you start throwing your c.c info all over the web. I have no patience for this brand of smugness and thankfully I work for a company that doesnt tolerate it. Speak to my reps like an asshole and you'll get NOTHING (since more often than not you dont actually deserve any consideration anyway because YOU FUCKED UP). Stupid post encouraging stupid, stupid beahviour. I hope you all do the exact opposite and treat people like...i dunno, people.

dylon

banone

Its only fault is that it doesn't really explain 'how' to do some of these things, it simply tells you to calmly explain the situation, but doesn't really try to provide an understanding of the relationship between the customer and the customer service agent. Its like hitting a nut with a sledge hammer... effective, but indelicate and coarse, and it requires a fundemental understanding that the author obviously has, but very few people have. This is a tool, a very good tool, but applied without tact and negotiating skill, its more likely to get you hung up on.

KIRZEN2007

20 seconds later, that problem will be getting you to transfer to someone above you, and if you refuse, it will be to ask the name of your supervisor. And if you refuse, it will be to contact corporate to calmly explain that you would neither help them, nor offer the name of the person you report to in the company.

At that point, in most companies 'your' problem will be finding a box large enough to empty your desk into.

KIRZEN2007

thatgirlinnewyork

@DanB: According to the information I've got, everyone on the support food chain has access to the same tools I, the front-line agent, has access to. Pretty much the only thing supervisors have I don't have is a tool to keep track of callers with unresolved issues and authorization to replace bad equipment under warranty.

@cbear: People who treat me like scum I get the problem solved in such a way I *know* they will have to call back sooner or later. People who give me a chance and work with me get The Treatment: They get their issue solved, they get an explanation of why there was a problem, get tips on how to avoid the problem in the future. Basically, I make them learn more about internet/computers and make it enjoyable, call time be damned.

I've been doing DSL tech support for almost two years now. Like Mr. Zander said, "I love my job, I hate my customers." I will often help you with stuff I'm not supposed to help. Hell, often I'll give people the Real Solution instead of the Verizon Solution. I like to think I'm good at what I do because of my experience with computers and networking and my willingness to not kiss Verizon ass. I'm not moving up the food chain but at the end of the day this is just a job.

Xeelee

Seacub

banmojo

banmojo

Dan25

BY THEMEDIATRIX AT 01:54 PM
This works and it isn't unpleasant, manipulative or mean.

Skeptic

The trick while using this technique is to be on the same side as the person you are talking to.

Picture yourself shoulder to shoulder with the person, taking the attitude that you are both hunched over together working to solve the problem. Only YOU are leading the team. "I will help you solve it, don't worry."

This works and it isn't unpleasant, manipulative or mean. This approach has gotten me a refund PLUS two free tickets from Expedia's corporate headquarters, a $100 credit at Whole Foods, and a few other things. All very much deserved and appropriate, after a company's error.

themediatrix

bonzombiekitty

BY CBEAR AT 05:17 AM
@Skeptic:

I don't really understand why you keep trying to present customer service as some kind of battle.

You are right. Generally it isn't. But for resolving the kind of issues that come up on Consumerist, it often is, whether it is terminating a cell phone contract because of a fee increase, stopping subscription or getting a company to fix a problem they created, often times company policy is intractable. The "battle" is usually caused when company policy puts the CSRs at odds with customers who want reasonable solutions.

I think that everyday CSR calls are not the same animal as the kind Lona is talking about. I think that is where a major disconnect in this thread stems from.

Skeptic

Bottom line treat people how you want to be treated.

watchmanseven

How would you like it if your waitress came by the table to say, "You will be tipping me 25% tonight!"

Saydrah

you raise an interesting point... a lot of the people i work (csr's) with read consumerist and swear by it

further, i am determined that my company/division never end up on here, and should it, i would do everything in my power to assist that person a.s.a.p.

overall i love what consumerist has done for people, and my friends and i at work are active readers/posters/submitters

create

Disk Cleanup won't cause a computer to not boot. Buying a shitty computer from Best Buy that you don't know how to use will cause it to stop working. I have never done CS, hate when I have to call, but somehow get my problems solved without lying or harassing the rep.

I have a relative (by marriage, not blood!) that is always calling in to get free stuff using the "I'm going to yell at you and your manager until you give me something for free" technique. She's as persistent as a bulldog and eventually gets something, which she then brags about, but it's usually not worth the time and effort she's spent.

Mr. Gunn

chargernj

Perhaps you're just not cut out for that kind of work. Sometimes you have to deal with people who don't speak nicely to you, but it's part of the job. Not saying you should put up with abuse, but it sounds to me like your being a real diva about the whole thing. Granted so is the caller, but she is doing what has worked in the past to get results. You would just be copping an attitude.

chargernj

The good: understand the problem, know what solution you would like to acheive, keep notes with names, listen to policy and choose acceptable solution.

The bad: basically everything else.

The basic assumption Llona