SC details others how to piss CSR off *Duplicate*

[mattm04]

I'm not sure if this is the right forum, feel free to move it if necessary.

Every once and a while I browse over to the Consumerist. While the premise of the site makes sense, getting treated fairly by companies, some, not all, of the stories and comments seem more like SC tying to get their way. This post is the typical example of an Sc and how they treat any CSR. In this case it is calling a call center, but it is really no different from retail or any other Customer Service field.

This person advocates treating every CSR like a retarded piece of crap. They start out fine, advocating not screaming, cussing, etc. They say that if you feel like you are getting out of control, put the call on hold. The only problem with that is if you don't tell the CSR and they think you hung up, call dropped etc. The other smart thing to do is to outline what you have an issue with, have any documentation (previous calls, receipts, etc) in front of you.

It goes wrong when they actually connect to a CSR. This reader suggest to immediately ask for a sup. If the CSR even tries to help you they suggest they you DEMAND a sup. From working in a supermarket the number of times a cust. has asked for a manager to ask them a simple question (which the MOD asks me for the answer) is astounding. They say to not even give the CSR your name. My cable company won't let you get to a sup if you won't tell them you account number and name. They will hang up if you refuse to verify who you are.

Assuming you have bullied you way to a sup, the author then suggest that you do the "I have a problem, it is x because evenly Y happed. This is what you will do for me." Going to a sup ad telling them what they will do for you is sure to piss them off, epically if you refused to deal with the CSR. Imagine the hold times if their were only sups., no CSR's to answer calls. I have no problem wanting to talk to a sup, if the first CSR couldn't solve the problem. But refusing to talk to a CSR, then telling the sup. what to do makes you an SC. The author even states that you will be an asshole, though not in that word.

http://consumerist.com/341815/how-to...r-service-reps

[CancelMyService]

http://www.customerssuck.com/board/s...ad.php?t=22266

Great minds think alike

[CorDarei]

i just wonder what the end user of the best buy computer actually did.... because i'm about 99.99999 1/2% sure that disk cleanup will NEVER delete OS files that are critical to booting.

[Geek King]

i just wonder what the end user of the best buy computer actually did.... because i'm about 99.99999 1/2% sure that disk cleanup will NEVER delete OS files that are critical to booting.

It certainly shouldn't Those files are usually tagged as non-movable by any decent HDD cleaning/defrag product. Those files should be the first things on the disk anyway, so they wouldn't need to have anything done to them.

[Emrld]

I agree that there are proper ways and channels to deal with issues with a company.

However, if you the customer/ consumer have an issue that needs to be fixed and have been given the run around it may be necessary to take the suggested actions.

example: I bought an outdoor furniture set that claimed to be rust proof. Upon delivery I noticed that one of the chairs was already rusted. I called and spoke to the first person to pick up the call . . .they said they would research and either they or someone higher up would call me back before end of business the next day. I waited an extra day and called back. That person couldn't find the notes from the first person so I had to start over . . .they put me to someone else in the company's voice mail . . .left a message and waited till the next week to call again.
Spoke to the first person they found the notes about whom I was transfered to and they informed that person not with company any more and no one is checking the voice mail . . .they say they personally will speak to the right person and have them call me . . .but wouldn't give me the name of this mystery person.
I waited 2 more days before calling back . . and yes at that time I demanded a supervisor. When I got a supervisor I told them whom I was - what I had been dealing with - and that I wanted a replacement without rust, with all shipping expenses on them. I got what I wanted.

So yes, I agree you have to give the system a chance . . .but sometimes you have to be a pain in the arse to get proper results.

[Gerrinson]

I have to say that I have, on occasion, asked directly for a supervisor. Usually only on the 3rd (or later) call about the same problem, and then if I've determined that the CSRs can't really do anything but pass it on to someone else.

For example, the cable company. I called and scheduled a repair appointment as the cable was out to our apartment, but not the rest of the building. They offered me a window of 8:00 AM to Noon or 12:30PM to 4:30PM. I requested the earlier of the two, so I could (hopefully) spend the rest of the day at work. I called the day before to confirm the appointment time as I just had a feeling that this was going go wrong.

Next day, I sit and wait all morning. No one shows up. I call them at noon, when the window for my appointment is over and the cable guy was a no show. The CSR that answered told me I had scheduled an 'all day' appointment and that there were no shorter windows available that day. I replied that I had been offered a four hour window and confirmed it the day before. She assured me that no way did I do that or anyone there said that.

I politely requested a supervisor as that is what I was told and I needed someone to A) call the tech and get him over here and B) review the tapes. CSR says no and disconnects the call. Now I'm really

I call back, wait on hold for 10 minutes, immediately tell them the last CSR disconnected me when I requested a supervisor and then immediately requested the second CSR get a sup. I don't think I was out of line in going immediate to sup at this point. CSR said no, I then still politely but with an angry tone, demanded a sup.

Finally get a sup on the line, repeat the whole spiel, lodge complaint about CSR that disconnected me. Sup says there's no way anyone there ever said 8:00 to noon, I was making it up. I told her to review the tapes and call me back. She promised she would call me back and play the tapes for me to prove that I was lying. I said "No problem." knowing what she would hear. She never called me back, but about 15 minutes later the cable tech came flying into my driveway. I'm guessing she found out the CSRs were lying.

It takes that kind of situation for me to immediately request a sup the moment the CSR gets on the line. But at that point, I do feel justified in doing so.