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Topic: Whatever happened to customer service? (Read 363 times) |
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Azrael
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Whatever happened to customer service?
« on: Nov 21st, 2004, 9:06pm » |
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You know... I used to find it aggravating, and somewhat depressing, how difficult it was to buy American in America (okay... I still find it aggravating and depressing but c'est la vie right?). I used to find it inconvenient to have to return a product because it wouldn't work (or even worse... Call customer service). But when did companies decide it was acceptable to provide substandard service, then hide behind the phrase "It's company policy"? It's bad enough when you are foced to talk to someone halfway around the world that barely knows English, and obviously knows nothing about the company or product that your are having problems with, but when a company or store is unwilling to correct the issue because of "policy" that is just too damn annoying.
Last week, I rented a new release DVD from the local Hollywood Video store, and found it to be scratched so badly that it was hardly watchable because of the skips and scene freezes. Eventually, I was able to watch the end of the movie, but then found many of the extras to be unwatchable because of the scratches. My wife called the store to complain, and was told that we would be entitled to a free rental when we returned the DVD. I returned the DVD today, only to be told that they would only replace it with a copy of the same title. I explained to them that I had already watched the end of the movie, and did not want to get another copy, but the manager said that it was their "policy". If this was company policy, why did they tell us on the phone that they would provide us a free rental? The manager said that whoever we spoke with must've been mistaken.
I remember a time when customers came first, and companies wanted to make sure their customers were happy, but it seems as though those days are over. I, for one, am sorry to see them go. Oh well... One more company to add to my list of stores I will not waste my money in anymore. I'll only give a store so many chances, and Hollywood Videos has used them all up.
Sorry about venting like this, but it just pissed me off to the point to where I needed to vent somewhere. Thanks for reading.
PFDAN....................................... Drk^Angel
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cschick
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Re: Whatever happened to customer service?
« Reply #1 on: Nov 21st, 2004, 9:19pm » |
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I am a Customer Service Representative and take my job very seriously. I go above and beyond my duties to make sure the Customer is taken care of. I have been a CSR since graduating high school 11 years ago and love it. Yeah, I bitch about my job at times but it is also very rewarding. I get screamed at, cursed out and generally treated like crap by probably 80% of callers each day, BUT, I still do what needs to be done because I CARE. I put myself in the customer's shoes and think, how would I feel if this was happening to me. That said, I agree that there are some serious problems with customer service. Namely, I hate the electonic system you have to go through to get to a "real person". The other thing that has me very concerned for my job is the outsourcing of jobs to foreign countries. I don't know if I will have a job 6 months to a year from now because of this, but if you think customer service sucks now - wait until that happens.
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Charlie
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Re: Whatever happened to customer service?
« Reply #2 on: Nov 21st, 2004, 9:25pm » |
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One of the few things that truly were better in the good old days was customer service. No matter where I go now, (other than my Dell package that I paid extra for to get some nice man in Calcutta to help) I have to try to type in all kinds of shit fast enough to stay connected and then listen to insulting ads and horrible music. When some moron comes on the line, I usually get sent elsewhere or told "it's not my job, man."
There's no money in helping a customer. These tech companies, and the like deliberately don't hire enough people and when you do connect, you meet the guy whose job it is to get you to go away.
The half-hour waits on hold are just that; to get us to go away. It works a good portion of the time too.
Welcome to the brave new world.
Charlie 
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marlin
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Re: Whatever happened to customer service?
« Reply #3 on: Nov 21st, 2004, 9:40pm » |
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I'm with you about the outsourcing issue. Tough to fight it. But that's what my Buy American rants are all about. The only way to make a difference when it comes to keeping jobs here is to make it a priority to BUY AMERICAN. This job shift only works if people spend their $$$ that way.
Hurt them by voting with your feet so it hurts in the pocket book. I NEVER go to Wall Mart. Absolutely everything is made in China. China isn't even a nice place for the Chinese. And we're angling this country to go by the way of the Chinese unless people start thinking about each other.
No japanese, korean, german... cars for me. They can ship em back with zero miles on em.
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Ueli
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Re: Whatever happened to customer service?
« Reply #4 on: Nov 21st, 2004, 9:53pm » |
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A related story:
Last month I went to a computer store (the one who sold me a $2000 computer a year ago) and asked for a track ball. That new guy was completely clueless, he never had heard the word. So I explained: It's a thingie with a ball that you turn with your thumb and then the cursor moves over the screen. Now the dime dropped. He showed me several mice, all with a ball at the bottom, voilą. He was very please to teach a dumb customer that this is called a mouse - until I ask him to show me how to hold this thing, operate the ball and push the buttons, all at the same time. Duh. At least he was able to use the browser from the last millennium to call up the Logitech site, so I could show him what I was looking for.
How much dumber can a shop assistant get?
PFNADs, Ueli 
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Mr. Happy
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Re: Whatever happened to customer service?
« Reply #5 on: Nov 21st, 2004, 10:34pm » |
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Drk,
Oh for chrissake. You rented a DVD, and the fucking thing was scratched. They'd cover your loss, but only to the extent of the origional theatrics. All of a sudden, your protected rights as a consumer have been violated, and life, as we know it, is now in the balance? Gimme a break. Is that the best you got?
Damn if that last young`un ain't gettin to you,
RJ
Edited to re-direct all inflammitory replys to Drk hizzself.
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| « Last Edit: Nov 21st, 2004, 10:38pm by Mr. Happy » |
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cootie
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Re: Whatever happened to customer service?
« Reply #6 on: Nov 21st, 2004, 11:33pm » |
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Them dam dishonest people screw it up for all of us. I think alota people make a career outa diliberately screwin up stuff to get somethign free or newer or better by usein it then complaining. There's prolly alot of that goin on with rental stuff......rent a movie then complain and raise hell so ya get an extra rental or maybe the privious one free on top of it for yer trouble. So the rules have changed as far as customer satisfaction to wart off that shit. I know people that go out to eat and raise hell about how the food was served or cooked and get (or try) a free meal. Fine line Pam
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Kevin_M
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Re: Whatever happened to customer service?
« Reply #7 on: Nov 21st, 2004, 11:42pm » |
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on Nov 21st, 2004, 9:06pm, Drk^Angel wrote:, then hide behind the phrase "It's company policy"?
when a company or store is unwilling to correct the issue because of "policy" that is just too damn annoying.
but the manager said that it was their "policy". |
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There are policies but for customer assistance to use that tactic as a remedy is a big no-no. As you can see it is a negative factor upon the company and the customer assistance is inappropriate if they use that phraseology. It is poor skills when that is used so readily for resolution of such a petty problem. As you may have experienced, it would have been wiser to attempt to accomondate the customer better, a small gesture to extend an extra yard, to do what you can to have them thank you when they leave goes a long way toward loyalty and repeat business.
exceeding customer expectations is... ok too.
Kevin M
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Kevin_M
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Re: Whatever happened to customer service?
« Reply #8 on: Nov 21st, 2004, 11:48pm » |
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on Nov 21st, 2004, 11:33pm, cootie wrote:| I think alota people make a career outa diliberately screwin up stuff to get somethign free or newer or better by usein it then complaining. |
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Disappointing certain customer's expectations is a skill. An eloquent "buzz off" is cool too.
Kevin M
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Mr. Happy
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Re: Whatever happened to customer service?
« Reply #9 on: Nov 22nd, 2004, 12:00am » |
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on Nov 21st, 2004, 9:53pm, Ueli wrote:
How much dumber can a shop assistant get? |
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It was the Aging Physicist, in Switzerland, with the Mouse.
Bait. We're all Bait,
RJ
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Azrael
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Re: Whatever happened to customer service?
« Reply #10 on: Nov 22nd, 2004, 1:32am » |
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Hell Hap... The DVD BS was just the straw that broke the camel's back. If this had been the first problem I've had with that store, it would've prolly been different. Hell... If I haven't been having so many problems with idiotic stores, and painfully substandard service lately, it probably would've been different. I'm just tired of the bullshit that big business expects their customer's to put up with. Higher prices for lesser quality crap with arrogant sales people and worthless service, and it just keeps getting worse.
Oh well... Better go to bed... I'll prolly have to go to the store tomorrow, so I'll need my strength to battle past the poorly planned sales displays blocking the store's entrance, and to climb over the piles of unshelved stock inconveniently left by the stockpersons directly in front of the sale items.
PFDAN......................................... Drk^Angel
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pubgirl
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Re: Whatever happened to customer service?
« Reply #11 on: Nov 22nd, 2004, 4:17am » |
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Hey Drk!
Where ya been? Too much time watching dodgy films and not enough on here 
Wendy
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Charlie
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Re: Whatever happened to customer service?
« Reply #12 on: Nov 22nd, 2004, 6:53am » |
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My favorite example: Three or four years ago, I was shopping in an Ames department store and needed change of a dollar to make a call. No one, checkout nor the help desk would open a drawer to make change. It was a slow time of day and they all told me that it was policy not to open a drawer unless they had customers. Not even management would do it....nor would they let me use a phone which wouldn't have been the case years ago either.....It's to minimize a chance of a robbery, I was told. I gave them an earful about lack of initiative, customer relations, and common sense. They were terrified of losing some change.
I told them to get a coffee can, fill it with about 15 dollars worth of quarters so they could make change and so this wouldn't happen again. Naturally they said that was a nono because some of the money would get lost. My suggestion of making an account called "goodwill expense," went right over their heads.
This kind of thing wouldn't have happened when I was younger and when employees were treated as adults.
God...this thing pisses me off...you can tell, can't you? 
Charlie
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cschick
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Re: Whatever happened to customer service?
« Reply #13 on: Nov 22nd, 2004, 8:18am » |
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Well, I am off to work to be a wonderful CSR. I will keep a tally of the ones that actually say "Thank You" instead of "Fuck You"! It's a thankless job but the 1 Thank you will keep me going all day. I really wish you guys could come sit with me for a day and live it from my side. I have some stories but I will refrain because this thread is starting to piss me off.
Karen the useless CSR
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lionsound
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Re: Whatever happened to customer service?
« Reply #14 on: Nov 22nd, 2004, 8:41am » |
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Well folks, I understand your frustration....on both sides.
I used to sell Tupperware....it became a $200,000.oo business out of my home because I went the extra mile to actually talk to my customers and treat them with respect. true I was invited into their homes, but outside of that I made sure I actually SPOKE to them rather than email and took good care of them. It was my "store" afterall.
Knowing the efforts I made it can be extra annoying when I get treated poorly as a customer. However, because of my experience, I always try to be nice to CSR people. And If I don't get what I want I kick my Tupperware skills into gear and sell my side of the arguement and I usually make out to my liking.
Never underestimate the power of manners and treating people like human beings.
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| « Last Edit: Nov 22nd, 2004, 8:42am by lionsound » |
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Melissa
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Re: Whatever happened to customer service?
« Reply #15 on: Nov 22nd, 2004, 8:45am » |
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Karen, don't take what these turds say personally, ok?  I know there are also wonderful CS people as well as rotten ones. I should know, CS was pretty much all I did before I stopped working. I fielded over 100 calls a day for quite a few years, and it sure ain't no picnic! But, along with the azzholes, there were also some very nice people I spoke with. What always made the job worth it, was a kind thank you postcard or letter in the work mail addressed to me.  There ARE people who appreciate you!
hugs,
mel
edited due to f'ing censors 
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| « Last Edit: Nov 22nd, 2004, 8:47am by Melissa » |
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Kevin_M
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Re: Whatever happened to customer service?
« Reply #16 on: Nov 22nd, 2004, 8:46am » |
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It's kind of like chess. Over 26 years, after the greeting is acknowledged and their first move is made, you're already are three steps ahead toward the ending handshake.
I do it for an airline. An industry that's lost 30 billion since 9/11. Additionally, five billion projected this year and another five next. It's person by person.
Kevin M
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| « Last Edit: Nov 22nd, 2004, 8:59am by Kevin_M » |
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Mark C
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Re: Whatever happened to customer service?
« Reply #17 on: Nov 22nd, 2004, 12:46pm » |
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My NEW job is CSR......for Alcoa.....I will be avaliable 24/7.....since they do about 4 MILLION annually with us...you know I want a happy end user!
Service is going to SLOWLY make a comeback I predict....I, like many others, are beginning to become willing to pay a little more to get a little more. Many companies do what we do.....just not as well! 
Mark-on-commission!
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Azrael
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Re: Whatever happened to customer service?
« Reply #18 on: Nov 22nd, 2004, 1:28pm » |
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cschick... I don't know why you are making this into an attack on you. Nor is this an attack on every CSR or CCA. I'm just tired of the bad CSRs or CCAs that won't do anything to help. I'm tired of the companies that won't let their CSRs or CCAs help the customer. I'm tired of companies that have forgotten how much more important it is to satisfy one disappointed customer than it is to win 10 new customers.
No... Customer service is not easy. I werked it for nearly 5 years until the company decided that they'd rather save a little money than provide what they called "Customer service that exceeded their expectations". Customer service is not easy, but that does not mean that customers should have to deal with bad service. Maybe being a CSR has made me expect the same level of service that I attempted to give every customer I dealt with... I don't know...
PFDAN............................................ Drk^Angel
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