| Author |
Message |
JSS
Posts: 113
Phone Model:
LG VX8100
Service Provider:
Verizon |
 
Tue Apr 19, 2005 3:26 pm |
Ever got a call from someone and when you gave the answer you knew was undoubtedly right, the customers tells you someting akin to "That's not what the last person said."? Problem is, the customer is likely not lying and they did get wrong information.
The question I have for all the CSR's:
How does that happen?
Probably one of the greatest plagues of large and fast moving companies is to have consistant information given from all reps. It can't be perfect but a recent study had suggested that if a person cals 3 times and and gets the same answer 2 times, it must be right. Then again, it has a chance not to be right.
So, what are your greatest informational obstacles? Too much information to take in? Is it organized to be easily gotten? Are policies changed too often?
Whatya think?
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TexasCSR
Posts: 327
Phone Model:
V600, V551, Nokia 6820
Service Provider:
AT&T/Cingular/T
mobile |
Tue Apr 19, 2005 8:22 pm |
There are no obstacles when it comes to following protocol/policies.
Some representatives just do not research information as they should.
I personally have a gripe when it comes to T-Mobile's inconsistency. I have a phone with them (personal use) and every time I have an issue with billing, they always give me different answers.
As far as how we access information, every carrier has different policies and knowledge foundations. When it comes to "too much information to take in", it may or may not be the case. It's up to the CSR you're talking to, to take ownership of the situation and handle everything asked on a per need basis.
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Wed Apr 20, 2005 4:47 am |
I here you guys!! When I call my service provider (rogers) about anything I generally get a couple different answers because after I get off the phone with a rep im like... wow that person really sounded unsure, causing me to get on the phone and call them back. I'm sure that the issue is just as bad with every service provider.
I definately agree with you JSS, when I was taking calls that would be prob one of my biggest pet peeves. Just want to lash out and say "I DONT CARE WHAT THE LAST PERSON TOLD YOU!!!". I agree though I think that most of them are telling the truth, and the ones that arent are usually obvious.
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elmo01
Posts: 2202
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Wed Apr 20, 2005 7:01 am |
| JSS wrote: | Ever got a call from someone and when you gave the answer you knew was undoubtedly right, the customers tells you someting akin to "That's not what the last person said."? Problem is, the customer is likely not lying and they did get wrong information.
The question I have for all the CSR's:
How does that happen?
Probably one of the greatest plagues of large and fast moving companies is to have consistant information given from all reps. It can't be perfect but a recent study had suggested that if a person cals 3 times and and gets the same answer 2 times, it must be right. Then again, it has a chance not to be right.
So, what are your greatest informational obstacles? Too much information to take in? Is it organized to be easily gotten? Are policies changed too often?
Whatya think? |
on a daily basis...I find that the call tracking to be the biggest clue as to what is(or was) going on...some people just dont leave enuf detail ,I generally do enuf without writing a novel...especiallly when is a tech issue and you cant ascertain if its the phone or the system (you know displace position 3-5 miles and try a connect to see if its coverage or the phone etc) I tend to leave the info for the next person to look at to see what I had done (makes sense to me)
what really drives me is when reps provision int long distane features and describe them as int roaming features and track them as such!!
policy changes are a factor in the blue/orange case... some policies flip flop several times...some make sense some dont...I just try to keep up and forge ahead
info is somewhat well organised... but can raise barriers when searching for specifics in PnP or more obscure features (the search engines really dont like boolean operands too much)
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Ebichuman
Posts: 47
Phone Model:
moto v3-poiple
Service Provider:
Singulair |
Thu Apr 21, 2005 10:47 pm |
I dont think its "what is the the last rep said." its more "what did the customer hear the rep say?" Customer's have selective hearing and have the ability to twist things around, which is WHY a good CSR notates accounts well. That way, if you see the mistake written down, you can fix it (hopefully.)
Then again, many customers just flat out LIE. I had a customer who swore up and down she was never told about a restoral fee when she paid her phone bill, but it was plain in the notes "explained restoral fee, cust understood." She ended up getting it waived by a manager.
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elmo01
Posts: 2202
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Fri Apr 22, 2005 6:41 am |
| Ebichuman wrote: | I dont think its "what is the the last rep said." its more "what did the customer hear the rep say?" Customer's have selective hearing and have the ability to twist things around, which is WHY a good CSR notates accounts well. That way, if you see the mistake written down, you can fix it (hopefully.)
Then again, many customers just flat out LIE. I had a customer who swore up and down she was never told about a restoral fee when she paid her phone bill, but it was plain in the notes "explained restoral fee, cust understood." She ended up getting it waived by a manager. |
at last you done your part... the manager made the business decision to credit
odds are it wont happen again (pre-supposing the next time events are read)
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JSS
Posts: 113
Phone Model:
LG VX8100
Service Provider:
Verizon |
Sat Apr 23, 2005 6:14 pm |
| Quote: | | Some representatives just do not research information as they should. |
Granted. However, you do hear a large number of customer complaints that 'That wasn't what the last guy said' type of things so it appears to be common enough to be an issue of information overload. I'm pretty aggressive in keeping up with stuff so I can answer right away or at least know the quickest way to get to it. That is not par for the course. I wonder if the delivery system or how well things get organized play a factor.
| Quote: | | I dont think its "what is the the last rep said." its more "what did the customer hear the rep say?" Customer's have selective hearing and have the ability to twist things around, which is WHY a good CSR notates accounts well. |
I do disagree with that. While anyone on the phones knows that someone will be that way, easily 99% of the time it's not; or at least when it starts that way, it can be changed. I've found the trick is to let the customer beleive your an advocate on their behalf. Doing that with an angry customer is very hard but still possible and regularly achievable.
Sure, sometimes it's hard to not lose your cool but when that happens, I've got a mute button. In the end, most people are just looking for a little compassion, understanding and more than the canned explanation. Certainly you'll never get past the 'I've never gone over my minutes before before' person but you can at least help them to understand why it happened and realize that they are not be stolen from. They may not leave totally happy but who does when you've got a $300 bill on a $39.99 plan. It's moreso about consideration and less about 'us vs. them'.
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miragewsu
Posts: 4 |
Sat Jul 02, 2005 5:01 pm |
As a Cingular Data support Rep, I deal with customers who have been misinformed all the time. And I get to be the bearer of bad news!  always fun. Just some simple training would fix this so easily. Nothing against any CSR's posting, but most CSR's don't understand data plans very throughly at least in my expierence..
Here are a few of my favorite examples:
1. Blackberry's only will work with a Blackberry data plan. Media Net will not work to allow data access! Not even for wap sites.
2. This one is more for agents in stores: DON'T sell a customer a "data cable" if they want to transfer pics to their PC!! The data cables we normally sell is for using your phone for as a modem to connect to the internet. Motorola and a lot of other manufacturers.. yo uneed their software. I know its possible to d/l and get the software free, but I always recomend the customer purchuse the sooftware and cable from teh manufacturer.
3. Incorrect data plans for a customer's particular device.. CSR rep's should know how to look this up.. common problem.. medianet plan for a pda is NOT correct.
4. sms is billed through sms feature. Email is billed through data plans.. sms and email are not the same. same goes with mms message.
5. You can't tether a device with a media net plan. Not even for a pda plan. Have to have a data connect plan. Yeah the unlimited plan is 74.99... If you want unlimited thats how much it costs even on a motorola or nokia no gettin around it.
That's the main ones I can think of.. but notice, all of them involve the customer spending more $$$$. Understandably they don't generally like that especially if they have been informed.
I do appreciate the CSR's who ARE knowledgable about data as I have spoken to a few.. but for the good of the customers out there, make sure we always give out accurate info its so easy to check with our nice knowledge base. 
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Samsung
Posts: 3141
Phone Model:
Motorola RAZR2 V8 |
Sat Jul 02, 2005 6:10 pm |
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miragewsu, I feel your pain man, I get escalated calls all the time because customer is using a blackberry or sidekick and they have called in 10 times in one month to find out why the Tzones (wap) soc that a customer care rep has added is not working on their phone and I have to break the news, that they are going to need TMinternet to use their HTML internet and there will be another 2-72 hr provisioing period OR why doesnt my hotmail email work on the wap deck... because we only support POP3 email clients duh, but I guess not everyone is a geek like us lol.
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JSS
Posts: 113
Phone Model:
LG VX8100
Service Provider:
Verizon |
Sun Jul 03, 2005 3:36 pm |
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2-72 hrs for provisioning???? Wow. Why so long?
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