Misc Customer Service poll - Page 3

**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.

vailpass · 01-05-2012, 03:13 PM

Quote:

Originally Posted by Backwards Masking

Because that's where most of the current wars of the past ten or so years have taken place. though i suppose a creative mind could place them anywhere, Touche.

You need to scurry back to the DC hole

**The Franchise** · 01-05-2012, 03:14 PM

Quote:

Originally Posted by Mr. Plow

More than anything, I hate when I call someplace, have to wait for 10 minutes to talk to someone, and then that person can't fix my issue or has no idea what to do, or tells me I have to talk with X person to get it fixed....which is another 10 minute wait to get to that person after transferred.

If you could guarantee that when my call is answered that 95% of the time the person on the line will either know how to fix my problem, or spend the time figuring it out with me, I'd more than happily wait longer.

An example is me calling AT&T a couple weeks ago because we were having issues on our T1's. I could look at the cards and can tell we were having problems, my monitoring program could tell we were having problems.

I call to put in a trouble ticket....I waited 15 minutes to talk to someone - who said I needed to talk to X department - which that person said I needed the department I was transferred from. When I finally got my repair ticket in, they said they would call me back. Waited 45 minutes, they called back and said "We found out you are having a problem on your T1's, we are sending it to repair who will do testing to find out what the problem is." No shit I'm having problems....that's why I ****ing called.

So, after several frustrating phone calls - "Is everything plugged in" etc, everything starts working and I finally get a call from a tier 3 tech. He said something along the lines of "Yeah, I just looked at the test reports and saw it was a bad card. I've replaced it and you should be good to go."

All of 10 minutes for that guy to figure it out and to fix it except it took 3 hours to get it to him.

Give me a magical button to skip to the tier 3 guys and I have no problem waiting.

That's why I refuse to speak to the bottom level guys anymore. If I'm calling in on a problem that I know is above the lower level guys....I'll request to be moved to the next tier. When they question it.....I tell them I want to speak to their supervisor.

Mr. Plow · 01-05-2012, 03:21 PM

Quote:

Originally Posted by Pestilence

That's why I refuse to speak to the bottom level guys anymore. If I'm calling in on a problem that I know is above the lower level guys....I'll request to be moved to the next tier. When they question it.....I tell them I want to speak to their supervisor.

Most places I call, I'm polite and let the lower tier techs try to help before they pass me on. Generally I have all the low end stuff done before I even call so it's generally "Yes, it's on"...."Yes, I've tried that".....but I have little patience for AT&T and their bullshit.

Chiefnj2 · 01-05-2012, 03:26 PM

Don't make me jump through hoops and have to answer a million questions by pressing 1, 2, 3 or 4 to get on the "your call will be answered by the next available operator."

Don't ask for my account number or anything else, because as soon as I get the damn live person I always have to repeat the info anyway.

Frazod · 01-05-2012, 03:36 PM

I've pretty much resigned myself to getting an idiot when I call customer service. The best you can hope for is an idiot who actually speaks English as a first language.

Backwards Masking · 01-05-2012, 03:40 PM

Quote:

Originally Posted by vailpass

You need to scurry back to the DC hole

I was answering his question, you Unevolved Derelict.

Frazod · 01-05-2012, 03:47 PM

Another thing that drives me nuts - when I first call, I key in or say my account information to the computer, then select the option for who I need to talk to. When I'm connected, the first thing that person asks me is for the exact..... same.... information I just provided before, and usually what I'm calling about. Does this shit not pop up on their computer? And if I have to speak to other people, again, same shit. Are these functions of completely separate databases? If so, that's insane. And why would the guy not know why I'm calling? I'M CALLING FOR THE SAME REASON EVERYBODY ELSE WHO PRESSED 4 HAS CALLED YOU ALL DAY LONG YOU DUMB MOTHER****ER!!!!!!!

**HemiEd** · 01-05-2012, 03:50 PM

I want it fast, and I want it right. Anything short of that is insufficient. I am a cranky old bastard when the stuff I bought aint working right.

Don't give me a Falil Patel from India, answering the phone as "Biff" or I will ask to be transferred to the United States.

Molitoth · 01-05-2012, 03:52 PM

Quote:

Originally Posted by frazod

Another thing that drives me nuts - when I first call, I key in or say my account information to the computer, then select the option for who I need to talk to. When I'm connected, the first thing that person asks me is for the exact..... same.... information I just provided before, and usually what I'm calling about. Does this shit not pop up on their computer? And if I have to speak to other people, again, same shit. Are these functions of completely separate databases? If so, that's insane. And why would the guy not know why I'm calling? I'M CALLING FOR THE SAME REASON EVERYBODY ELSE WHO PRESSED 4 HAS CALLED YOU ALL DAY LONG YOU DUMB MOTHER****ER!!!!!!!

HAHA Nailed it!!!!!!!!! I always wondered why they ask for the same effing stuff the automated machine does.

The Dawg · 01-05-2012, 03:53 PM

Who is Gaz an why is he always and option?

**The Franchise** · 01-05-2012, 03:53 PM

Quote:

Originally Posted by frazod

Another thing that drives me nuts - when I first call, I key in or say my account information to the computer, then select the option for who I need to talk to. When I'm connected, the first thing that person asks me is for the exact..... same.... information I just provided before, and usually what I'm calling about. Does this shit not pop up on their computer? And if I have to speak to other people, again, same shit. Are these functions of completely separate databases? If so, that's insane. And why would the guy not know why I'm calling? I'M CALLING FOR THE SAME REASON EVERYBODY ELSE WHO PRESSED 4 HAS CALLED YOU ALL DAY LONG YOU DUMB MOTHER****ER!!!!!!!

In all of the call centers that I worked in......no....the account number does not pop up for the tech.

**HemiEd** · 01-05-2012, 03:53 PM

Quote:

Originally Posted by HemiEd

I want it fast, and I want it right. Anything short of that is insufficient. I am a cranky old bastard when the stuff I bought aint working right.

Don't give me a Falil Patel from India, answering the phone as "Biff" or I will ask to be transferred to the United States.

Recently I cancelled all of our Sirius subscriptions, and the customer service was in India, Columbia, Phillipines or something like that. They asked why I was canceling, "BECAUSE THERE ARE NO MORE JOBS HERE ANYMORE, THEY ARE ALL OUT OF THE COUNTRY, AND I AM BROKE."

Frazod · 01-05-2012, 03:55 PM

Quote:

Originally Posted by Pestilence

In all of the call centers that I worked in......no....the account number does not pop up for the tech.

That's unbelievably backward.

**pr_capone** · 01-05-2012, 03:56 PM

From the other side of things, I don't really care how long I have to wait as long as the rep I speak with doesn't bumble**** his/her way through my issue. If I have someone on the line who is capable and understands my problem and has a resolution, be it them fixing it or sending out a tech, I'm cool with it.

Now, if I have had to wait for hours to get a hold of someone who doesn't have the foggiest idea of how to fix my problem because they should never have been put in a technical position... then I get angry. And you wouldn't like me when I'm angry.

Now, from the viewpoint of a rep. I fancy myself as an extremely knowledgeable rep and would rather take time during a call to make sure I cover all my bases before passing it off to a field tech. Unfortunately, the support world tends to disagree with my way of doing things, ANY tech support company... not necessarily the one I work for.

If you get hold of me... I may not be able to fix your problem all day every day but I'm gonna give it my best shot. Yes, sometimes I'll ask you to do things that you have already done but it is because it is my process and experience has shown me that though 50% of the people I talk to say they already did it... having them re do it makes things work. I don't know if it is that they lied to me because they didn't take the proper steps... but no joke, nearly 50%.

**HemiEd** · 01-05-2012, 03:56 PM

Quote:

Originally Posted by frazod

That's unbelievably backward.

I always just assumed they were asking you to verify to make sure they got the right call.

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, 03:26 PM	#34
Chiefnj2 In Search of a Life Join Date: Mar 2007 Casino cash: $6654388	Don't make me jump through hoops and have to answer a million questions by pressing 1, 2, 3 or 4 to get on the "your call will be answered by the next available operator." Don't ask for my account number or anything else, because as soon as I get the damn live person I always have to repeat the info anyway. __________________ Mismanaging the clock.
Posts: 22,541

01-05-2012, 03:36 PM	#35
Frazod Did you hear what I said? Join Date: Aug 2000 Casino cash: $-866615	I've pretty much resigned myself to getting an idiot when I call customer service. The best you can hope for is an idiot who actually speaks English as a first language.
Posts: 121,808

01-05-2012, 03:47 PM	#37
Frazod Did you hear what I said? Join Date: Aug 2000 Casino cash: $-866615	Another thing that drives me nuts - when I first call, I key in or say my account information to the computer, then select the option for who I need to talk to. When I'm connected, the first thing that person asks me is for the exact..... same.... information I just provided before, and usually what I'm calling about. Does this shit not pop up on their computer? And if I have to speak to other people, again, same shit. Are these functions of completely separate databases? If so, that's insane. And why would the guy not know why I'm calling? I'M CALLING FOR THE SAME REASON EVERYBODY ELSE WHO PRESSED 4 HAS CALLED YOU ALL DAY LONG YOU DUMB MOTHER****ER!!!!!!!
Posts: 121,808

01-05-2012, 03:50 PM	#38
HemiEd Supporter Join Date: Dec 2004 Location: Ozarks Casino cash: $-589436	I want it fast, and I want it right. Anything short of that is insufficient. I am a cranky old bastard when the stuff I bought aint working right. Don't give me a Falil Patel from India, answering the phone as "Biff" or I will ask to be transferred to the United States.
Posts: 34,922

01-05-2012, 03:53 PM	#40
The Dawg Mooooo........... Join Date: Nov 2011 Location: South Park Casino cash: $10004900	Who is Gaz an why is he always and option? Last edited by The Dawg; 01-05-2012 at 04:45 PM..
Posts: 771

01-05-2012, 03:56 PM	#44
pr_capone THREEPEAT!!! Join Date: Jan 2006 Location: NWMO Casino cash: $9948214	From the other side of things, I don't really care how long I have to wait as long as the rep I speak with doesn't bumble**** his/her way through my issue. If I have someone on the line who is capable and understands my problem and has a resolution, be it them fixing it or sending out a tech, I'm cool with it. Now, if I have had to wait for hours to get a hold of someone who doesn't have the foggiest idea of how to fix my problem because they should never have been put in a technical position... then I get angry. And you wouldn't like me when I'm angry. Now, from the viewpoint of a rep. I fancy myself as an extremely knowledgeable rep and would rather take time during a call to make sure I cover all my bases before passing it off to a field tech. Unfortunately, the support world tends to disagree with my way of doing things, ANY tech support company... not necessarily the one I work for. If you get hold of me... I may not be able to fix your problem all day every day but I'm gonna give it my best shot. Yes, sometimes I'll ask you to do things that you have already done but it is because it is my process and experience has shown me that though 50% of the people I talk to say they already did it... having them re do it makes things work. I don't know if it is that they lied to me because they didn't take the proper steps... but no joke, nearly 50%.
Posts: 19,897