Misc Customer Service poll - Page 5

**pr_capone** · 01-05-2012, 02:17 PM

As consumers, especially of electronics, we are occasionally forced to call a manufacturer or a service provider for assistance with their product/service.

When you call, wait times can vary greatly. For example, right now at my work the longest person waiting for tech support has been on hold for 4 minutes (I'm on lunch so I'm not holding anything up). The though process at most call centers tends to be to get through as many people as humanly possible while still giving good/ok service.

My question to you is... would you, as a consumer, rather wait for a longer period of time (say 20 minutes) if you were certain that the person who answers your call is extremely thorough, helpful, and takes the time to explain the service at a relaxed pace so you know how it all works so you have a better understanding of what you have?

Or

Would you rather wait for a shorter amount of time (3-5 minutes) and get good service that strictly addresses your issue and "hurries" you through the call because he has to get to the next person in queue? In this scenario, the rep does the bare minimum (follows a script) to get your services rectified and on to the next call?

Hiring more reps is not an option for the purposes of this poll.

**Saulbadguy** · 01-05-2012, 10:17 PM

Quote:

Originally Posted by pr_capone

I'm all about callbacks. My desk has no less than 15 sticky notes all over for promised callbacks.

The problem is actually getting the asshole to actually call you back when they say they will. lol

It could be setup automatically, have certain reps in a "callback" queue.

**pr_capone** · 01-05-2012, 10:21 PM

Quote:

Originally Posted by Saulbadguy

It could be setup automatically, have certain reps in a "callback" queue.

Really wouldn't work. The main reason for a callback is because the person doing the calling back is already familiar with the situation and the steps taken to resolve an issue. Having a separate group handling the callbacks would only lead to confusion and making the customer re-explain the situation as well as likely doing the same work over again.

**Saulbadguy** · 01-05-2012, 10:23 PM

Quote:

Originally Posted by pr_capone

Really wouldn't work. The main reason for a callback is because the person doing the calling back is already familiar with the situation and the steps taken to resolve an issue. Having a separate group handling the callbacks would only lead to confusion and making the customer re-explain the situation as well as likely doing the same work over again.

No, I mean, call a number for the initial contact, and you are given the option to hold, or get a callback.

**pr_capone** · 01-05-2012, 10:26 PM

Quote:

Originally Posted by Saulbadguy

No, I mean, call a number for the initial contact, and you are given the option to hold, or get a callback.

Oh! I see what you mean. I've heard of some call centers doing that before. The problem then becomes the number of outgoing calls to people that don't pick up, and then get upset because "no one called them back".

I'd be up for it though...

**Rain Man** · 01-05-2012, 10:28 PM

If I had perfect information about what would happen, I'd rather wait a longer time to get good service. However, the challenge is that I wouldn't have perfect information, so as a customer I'm waiting a long time and am have no idea whether I'm going to get thorough service or not. Unfortunately, I don't think there's a way to communicate the "longer wait/better service" philosophy, which means you almost have to go with the more cursory system.

**007** · 01-05-2012, 11:22 PM

I try to avoid calling help lines at all costs. I will try to solve the problem myself whenever humanly possible. If I do have to call a help line I damn well don't want to have to go through everything I have already tried because they assume all callers are dumbasses.

The best customer service I have experienced came from the OP. Thanks PR.

Guess what I am trying to say is I don't mind waiting a little longer for better customer service as long as they aren't going to waste a bunch of time on things I have already done.

Mr. Plow · 01-05-2012, 11:29 PM

Quote:

Originally Posted by Saulbadguy

It could be setup automatically, have certain reps in a "callback" queue.

The issue in that for companies is that it equals additional staff.

View Poll Results: How would you like your customer service?
Longer wait but the tech is thorough and guaraneed excellent cust service?	39	78.00%
Short wait time and a barebones approach to support and giving the best cust service under the time restraints?	6	12.00%
Why the **** do we still put Gaz as an option?	5	10.00%
Voters: 50. You may not vote on this poll

01-05-2012, 02:17 PM
pr_capone THREEPEAT!!! Join Date: Jan 2006 Location: NWMO Casino cash: $9948214	Customer Service poll As consumers, especially of electronics, we are occasionally forced to call a manufacturer or a service provider for assistance with their product/service. When you call, wait times can vary greatly. For example, right now at my work the longest person waiting for tech support has been on hold for 4 minutes (I'm on lunch so I'm not holding anything up). The though process at most call centers tends to be to get through as many people as humanly possible while still giving good/ok service. My question to you is... would you, as a consumer, rather wait for a longer period of time (say 20 minutes) if you were certain that the person who answers your call is extremely thorough, helpful, and takes the time to explain the service at a relaxed pace so you know how it all works so you have a better understanding of what you have? Or Would you rather wait for a shorter amount of time (3-5 minutes) and get good service that strictly addresses your issue and "hurries" you through the call because he has to get to the next person in queue? In this scenario, the rep does the bare minimum (follows a script) to get your services rectified and on to the next call? Hiring more reps is not an option for the purposes of this poll.
Posts: 19,897

01-05-2012, 10:28 PM	#65
Rain Man Seize life. Be an ermine. Join Date: Jul 2001 Location: My house Casino cash: $-762449 VARSITY	If I had perfect information about what would happen, I'd rather wait a longer time to get good service. However, the challenge is that I wouldn't have perfect information, so as a customer I'm waiting a long time and am have no idea whether I'm going to get thorough service or not. Unfortunately, I don't think there's a way to communicate the "longer wait/better service" philosophy, which means you almost have to go with the more cursory system. __________________ Active fan of the greatest team in NFL history.
Posts: 145,588

01-05-2012, 11:22 PM	#66
007 Shaken. Not stirred. Join Date: Sep 2002 Location: London Casino cash: $12100126 VARSITY	I try to avoid calling help lines at all costs. I will try to solve the problem myself whenever humanly possible. If I do have to call a help line I damn well don't want to have to go through everything I have already tried because they assume all callers are dumbasses. The best customer service I have experienced came from the OP. Thanks PR. Guess what I am trying to say is I don't mind waiting a little longer for better customer service as long as they aren't going to waste a bunch of time on things I have already done.
Posts: 65,741