Two customers who could have gave me crap.

[sld72382]

At my call center when you close out a customer's case a survey gets sent to their email address asking them how the call went and it also includes a comments section.

Well a couple of days ago my boss showed me two rather negative comments from two different clients:

Comment 1: The tech actually told me "let me place you on a brief hold so I can ask my supervisor on what level of service I can give you." That's very unprofessional!

Comment 2: The tech spoke in a tone of voice that said "I am superior to you." That is very poor customer service!

Well my boss listened to both calls after the floor manager said "we may have to write him up." And guess what? On both calls, the customers seemed happy and I was nice and followed procedure. On the first one, it turns out I never said that and on the 2nd one, my tone was fine.

Methinks the customers wrote that in hopes of a freebie grab.

ETA: Thank goodness for new boss. Old "kissing ass to floor manager" boss would have wrote me up without even listening to the calls.

[marasbaras]

Grats on having a boss with the spine to double-check.

[Wembley]

Dear sir:

I have received your comment card dated 10 OCT 2008 where you informed us that your technical service representative stated he had to verify what service level is available to you. Obviously, such a statement would be quite unprofessional and very much against the standards we strive for at ABC technical support.

Since, as I mentioned above, we strive for the highest standards here at ABC technical support, I felt it necessary to conduct a thorough investigation into the matter. I am writing to you today to inform you of the results of our investigation.

After reading your comments, I spoke with the technical representative involved and pulled the recording of your call with him. We listened to it together and reviewed the support he provided you. My technician recalled speaking with you, and in fact, remembered that during your call you did not seem upset or annoyed at the situation. In fact, at no time did he even put you on hold, much less put you on hold to check "what level of service is available to you."

In conclusion, therefore, I find your complaint without merit. In fact, this situation seems little more than an attempt to get undeserved compensation for an alleged lack of courtesy from our technical support team. I would advise you that such attempts will be unsuccessful in the future. Further, I have taken the liberty of billing your account for the cost of our investigation - currently $174.26.

Should you wish me or my supervisor to review this case further, feel free to inform us in writing. Further investigative costs will, of course be billed to your account. Of course, if you are satisfied with our response, feel free to pay your current charges and we will consider the matter closed.

Of course, if you wish to take your business to another technical support organization, you may do so. Other technical support companies serving your area are Tech-Star computers, at 1-800-422-2602 and ElectroGeek Inc, at 1-800-255-3700. Personally I can recommend Tech-Star, as their management is quite lenient, and as such your attempts to gain compensation may be more successful.

Thank you for your business and we look forward to serving your technical support needs in the future.

Sincerely,
Wembley Fraggle, Manager, Customer Relations, ABC Technical Support

(If only a technical support supervisor had the balls to send a letter like this!)

-Wembley

[sld72382]

Wembley, that is great!

For the first comment, the woman had a laptop service plan. Those are carry-in only, meaning that for any issues they need to bring it to the store, which I told her. Other than answering general questions, there is no tech support provided. My guess is that the woman got off the call and thought I was brushing her off, so she figured she would say something outlandish like that.

For the second one, it was a ten minute call and I RESOLVED her problem, so I don't know why in the world she would write anything down like that. My only guess is that the fix made her feel stupid and she decided to write that comment to cover it up in the survey.

Or, like I said in the OP they were both looking for freebie grabs.

[wraiths_crono]

Here we have fun, I keep a copy of notes, calls, and when a survey comes back as 'bad' we call the customer, and ask them why they gave us that answer. usually the customer clams up, or admits they didnt really read what the survey was about, or whom, they think they are just generic.