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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

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Old 01-05-2012, 02:17 PM   Topic Starter
pr_capone pr_capone is offline
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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.
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Old 01-05-2012, 02:22 PM   #2
The Franchise The Franchise is offline
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Is every call in the same queue?
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Old 01-05-2012, 02:29 PM   #3
pr_capone pr_capone is offline
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Quote:
Originally Posted by Pestilence View Post
Is every call in the same queue?
No. Billing, sales, and tech support each have their own queue.
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Old 01-05-2012, 02:34 PM   #4
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Quote:
Originally Posted by pr_capone View Post
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?
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Old 01-05-2012, 02:56 PM   #5
pr_capone pr_capone is offline
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Quote:
Originally Posted by Pestilence View Post
Is there a Automatic trouble shooting recording that helps the callers with the "easy" fixes?
Yes
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Old 01-05-2012, 03:03 PM   #6
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Originally Posted by pr_capone View Post
Yes
Ok cool.
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Old 01-05-2012, 02:25 PM   #7
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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".
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Old 01-05-2012, 02:27 PM   #8
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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.
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Old 01-05-2012, 02:29 PM   #9
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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.
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Old 01-05-2012, 02:31 PM   #10
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Quote:
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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!
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Old 01-05-2012, 02:33 PM   #11
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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.
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Old 01-05-2012, 02:36 PM   #12
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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.....
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Old 01-05-2012, 02:36 PM   #13
Backwards Masking Backwards Masking is offline
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I prefer not dealing with customer service reps at all. what a horrible way to spend your free time.
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Old 01-05-2012, 02:37 PM   #14
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I never call a tech support line if I have something else to do 10 minutes from now. So option 1.
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Old 01-05-2012, 02:37 PM   #15
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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.
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