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.
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.
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