Misc Customer Service poll

**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.

**The Franchise** · 01-05-2012, 02:22 PM

Is every call in the same queue?

vailpass · 01-05-2012, 02:25 PM

Longer wait, no question. I'm not calling for convenience, I'm calling to get my problem solved.

*If it were a financial institution or someone else I'm paying for service my response would be "C-both of the above".

**Bearcat** · 01-05-2012, 02:27 PM

I'd rather wait for excellent service.

If I'm calling you, I've already exhausted any manuals/instructions, pressed all the buttons, Googled, etc... the last thing I need is for someone to go back to square one and tell me to reboot the damn thing or whatever (especially after telling the person exactly what I've done

), or give me some transparent bullshit answer so they can mark the issue as resolved and move onto someone else.

01-05-2012, 02:29 PM

I'm okay with scripts but those same scripts need to efficiently determine the competency of the individual calling so we're not wasting 10 minutes duplicating effort reserved for the lowest common denominator.

**pr_capone** · 01-05-2012, 02:29 PM

Quote:

Originally Posted by Pestilence

Is every call in the same queue?

No. Billing, sales, and tech support each have their own queue.

**Bearcat** · 01-05-2012, 02:31 PM

Quote:

Originally Posted by Phobia

I'm okay with scripts but those same scripts need to efficiently determine the competency of the individual calling so we're not wasting 10 minutes duplicating effort reserved for the lowest common denominator.

Yes!

**Predarat** · 01-05-2012, 02:33 PM

I would rather wait and get it right the first time. Most call centers do not see it that way, they want fast call times. Thats all most managers of call centers care about.

**The Franchise** · 01-05-2012, 02:34 PM

Quote:

Originally Posted by pr_capone

No. Billing, sales, and tech support each have their own queue.

Is there a Automatic trouble shooting recording that helps the callers with the "easy" fixes?

WhitiE · 01-05-2012, 02:36 PM

I hate when I call cox (daily basis for job) just trying to refresh the box and they ask me stupid shit like is it plugged in and are you on the right input.....

Backwards Masking · 01-05-2012, 02:36 PM

I prefer not dealing with customer service reps at all. what a horrible way to spend your free time.

**mlyonsd** · 01-05-2012, 02:37 PM

I never call a tech support line if I have something else to do 10 minutes from now. So option 1.

**DaFace** · 01-05-2012, 02:37 PM

I'd be more than willing to wait if you could give me that guarantee. The problem is that I've almost never had a tech tell me anything that was helpful - even among the "tier 2" types.

stonedstooge · 01-05-2012, 02:39 PM

Don't care how long it takes, but prefer someone who has Engrish as their primary langauage.

**TimeForWasp** · 01-05-2012, 02:40 PM

Hire some mother****ers and answer the ****ing phone.

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, 02:22 PM	#2
The Franchise Most Valuable Villain Join Date: Dec 2006 Casino cash: $2055047	Is every call in the same queue?
Posts: 92,316

01-05-2012, 02:25 PM	#3
vailpass Psycho Bag Of Squanch Join Date: Sep 2001 Casino cash: $9594244	Longer wait, no question. I'm not calling for convenience, I'm calling to get my problem solved. *If it were a financial institution or someone else I'm paying for service my response would be "C-both of the above". __________________ “Education is a weapon whose effect depends on who holds it in his hands and at whom it is aimed.” Joseph Stalin
Posts: 69,591

01-05-2012, 02:27 PM	#4
Bearcat Would an idiot do that? Join Date: Nov 2000 Location: Arizona Casino cash: $-1135069	I'd rather wait for excellent service. If I'm calling you, I've already exhausted any manuals/instructions, pressed all the buttons, Googled, etc... the last thing I need is for someone to go back to square one and tell me to reboot the damn thing or whatever (especially after telling the person exactly what I've done ), or give me some transparent bullshit answer so they can mark the issue as resolved and move onto someone else. __________________
Posts: 59,656

01-05-2012, 02:29 PM	#5
Phobia Guest Casino cash: $	I'm okay with scripts but those same scripts need to efficiently determine the competency of the individual calling so we're not wasting 10 minutes duplicating effort reserved for the lowest common denominator.
Posts: n/a

01-05-2012, 02:33 PM	#8
Predarat Run Chiefs fans, run!! Join Date: Oct 2004 Location: Nashville, TN Casino cash: $9963863	I would rather wait and get it right the first time. Most call centers do not see it that way, they want fast call times. Thats all most managers of call centers care about.
Posts: 10,776

01-05-2012, 02:36 PM	#10
WhitiE so close Join Date: Sep 2007 Location: wichita Casino cash: $416156	I hate when I call cox (daily basis for job) just trying to refresh the box and they ask me stupid shit like is it plugged in and are you on the right input.....
Posts: 2,264

01-05-2012, 02:36 PM	#11
Backwards Masking Bustle in your hedgerow? Join Date: May 2011 Location: NOT Missouri Casino cash: $10004900	I prefer not dealing with customer service reps at all. what a horrible way to spend your free time.
Posts: 2,418

01-05-2012, 02:37 PM	#12
mlyonsd Supporter Join Date: Aug 2000 Location: Spink, SD Casino cash: $-2286238	I never call a tech support line if I have something else to do 10 minutes from now. So option 1.
Posts: 39,481

01-05-2012, 02:37 PM	#13
DaFace Kind of a mod Join Date: Aug 2005 Location: Donkey Land Casino cash: $-1943101	I'd be more than willing to wait if you could give me that guarantee. The problem is that I've almost never had a tech tell me anything that was helpful - even among the "tier 2" types.
Posts: 53,155

01-05-2012, 02:39 PM	#14
stonedstooge Arf! Arf! Arf! Join Date: Dec 2007 Location: North Casino cash: $3794173	Don't care how long it takes, but prefer someone who has Engrish as their primary langauage. __________________ 2013 ADOPT A CHIEF Eric Kush "Often is a word I seldom use"--JP
Posts: 25,289

01-05-2012, 02:40 PM	#15
TimeForWasp Sprinkle in some Mahomes Join Date: Dec 2005 Location: Butte Montana Casino cash: $7658507	Hire some mother**ers and answer the **ing phone.
Posts: 8,271