Customer Service Represenatives - Where are they trained??

By
Real Estate Agent with Remax Executive Group, Inc., Marsha Booth & Associates

Ok, over the past week we have had many instances where we needed to talk to customer support and I thought this was a great idea for a blog post.  First off, Dell has great customer service and walk you through every step of your purchase and answer any questions you might have.  They would have to be at the top of our list this week for overall customer support.  Now, take a few steps back and look at the customer service for Comcast!  Totally another story!  After our home internet service being intermittent for about 2 weeks, I called and set up an appointment for the following day.  The window they gave me was a 4 hour window so I made arrangements to have someone home.  Four hours went by, no tech showed up.  So I called them back, they checked their records and said there had been no service call set up.  I was furious.  I explained someone had been waiting and what in inconvenience it had been, they hung up.  Now I was upset, but was not rude so I was by this time very upset.  I calmly called again, got a human after going through the same 20 "press 1 for this extention, etc." that I now had memorized, and again got an appointment set up.  This time they did show up about 2 hours later.  Now, you would think problem solved, but no...last night...internet was not working properly again! 

My point in all of this is that customer service seems to go this way with almost everything anymore.  I waited in my cell carrier showroom the other day for about 30 minutes to check on an error that was made to my bill.  They had several customer service reps working, but one girl who was just there for show apparently couldn't even help me.  What good is that? So I had to wait until one of the other reps was finished with the customer she had, which if you have ever been in a cell phone place, this can take forever when you had just though you could run in.

One more thing, do you ever feel like you are in the Twilight Zone when you shop at some of the Supercenters?  It never fails, I can get in line with one or two people in line in front of me, and stand in the same place for what seems an eternity!  I always seem to pick the one who has issues with her register, needs a price check or needs change and her customers are paying with a check!  Never fails!  I never shop when I am in a hurry in these places now, I have just resigned to the wait and instead of getting frustrated, I decide ahead of time if I really have time and need the things I am in the line for.

close

This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Topic:
ActiveRain Community
Groups:
RE/MAX Active Rain Bloggers
Tags:
customer service
pet peeves

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainer
84,106
Andrew Haslett
Van Warren Home Inspections, NAHI CRI - Fort Knox, KY
Heartland of Kentuckynulls, Best Home Inspector

Marsha,

Oh man, you may be opening a can of worms with this one.

I've gotten good and bad customer service reps within the same company.

Here's a thought: When you get the automated system that prompts you to select 1 for English or 2 for Spanish:

Don't respond.

Don't select any of those real numbers.

Remain silent. Select "0". Say Operator. Don't give them an account number. Don't respond with the request for a phone number.

Repeat this until you are prompted to hold for the next customer service rep.

On an NPR radio show several years ago, I heard someone report the average wait time to get to a live person when you respond to the automated prompts was 20 minutes. If you ignored the prompts, you'd be connected to a live person in 5 minutes or less.

Mar 21, 2009 03:04 AM #1
Rainer
21,415
Marsha Booth
Remax Executive Group, Inc., Marsha Booth & Associates - Vine Grove, KY

Thanks Andrew, I had heard you could bypass some of the automated stuff but I like that you have the report to back it up.  I really believe a company is represented by each and everyone of it's employees and if you have an employee who represents you in a bad way, you really should talk to them.  When you can tell they are just reading from a prewritten duologue that too is aggravating because they may or may not understand your real problem. 

Mar 21, 2009 04:10 AM #2
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainer
21,415

Marsha Booth

Ask me a question
*
*
*
*
Spam prevention