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Cellular Phone Forum / General / General Topics / April 2005my theory on customer service
... as someone who has been subjected to less-than-stellar customer service from all businesses including cellular I have noticed a pattern. It usually takes three tries with different CSR's to fix a problem. I think the usual system is to aim the first time caller at the lowest common denominator of service rep. i.e. a rookie. Then the next time you call about the same problem(probably tracked by your phone number) you are moved up the experience ladder till hopefully the problem gets solved. This is the comon model of CSR and if implemented right, it is the most cost effective. >... as someone who has been subjected to less-than-stellar customer service >from all businesses including cellular I have noticed a pattern. It usually [quoted text clipped - 3 lines] >problem(probably tracked by your phone number) you are moved up the >experience ladder till hopefully the problem gets solved. > ... as someone who has been subjected to less-than-stellar customer service > from all businesses including cellular I have noticed a pattern. It usually [quoted text clipped - 3 lines] > problem(probably tracked by your phone number) you are moved up the > experience ladder till hopefully the problem gets solved. ***Absolutely and positively the biggest load of uninformed crap I've ever heard... Anyone who's ever worked in a call center can tell you that the calls are routed 1st come 1st served. There's no system whereby you get routed based on your phone number. Consider the facts as to why there's a solution usually by the 3rd try... I worked for Cingular so I know they are adamant about their reps noting the accounts. Every time you call with an issue the rep notes what you tried and what's going on. The next time you call in for an issue, the person on the phone already has a one up on the previous rep. If the issue is still not resolved, then obviously the next rep you speak with will be even further ahead on the ladder of knowlege. Those reps on the phone are taking A LOT of grief from the customers because people rarely call in to say, "Hey, my service is working GREAT, KEEP UP the good work". People only call when they have a problem. To top it all off, they have to keep their average call time under a certain amount of time, and the pay they receive, isn't really worth the grief... Either way, regarding Cingular's problem resolution, think twice before you assume... Nothing is perfect, but those people are working hard to fix it for you... > > ... as someone who has been subjected to less-than-stellar customer > service [quoted text clipped - 25 lines] > off, they have to keep their average call time under a certain amount > of time, and the pay they receive, isn't really worth the grief... Thanks for that honesty. Handle Time restraints is what encourages reps to lie to get you off the phone, and to mis state the matter when your account is notated. >> > ... as someone who has been subjected to less-than-stellar customer >> service [quoted text clipped - 29 lines] > to lie to get you off the phone, and to mis state the matter when your > account is notated. ... it also looks like he is describing a work enviroment that chews up its employees as much as the customers. BTW the last customer service hell I endured was with Cingular - I will never ever go through that again. If my Cingular prepaid phone service glitches again I will toss the phone and eat the loss on my remaining balance. > Thanks for that honesty. Handle Time restraints is what encourages reps > to lie to get you off the phone, and to mis state the matter when your > account is notated. Facts? Cites? Anything credible to back up your claim? Of course not- you have no knowledge of the subject. All you want to do is spread lies. >>Thanks for that honesty. Handle Time restraints is what encourages reps >>to lie to get you off the phone, and to mis state the matter when your >>account is notated. > > Facts? Cites? Anything credible to back up your claim? Of course not- you > have no knowledge of the subject. All you want to do is spread lies. Pfft. > >>Thanks for that honesty. Handle Time restraints is what encourages reps > >>to lie to get you off the phone, and to mis state the matter when your > >>account is notated. > > > > Facts? Cites? Anything credible to back up your claim? Of course not- you > > have no knowledge of the subject. All you want to do is spread lies. We just had Cingular employees tell us so. I guess Scott only reads the posts he wants to. > We just had Cingular employees tell us so. I guess Scott only reads the > posts he wants to. Funny- I read no such thing in that post. She mentioned a handle time. I missed the part where it was stated as a number. BTW, Jack- I defy you to name a single customer service call center environment (any industry) that does not measure this. You can't, because they all do. You also need to draw a direct correlation between your latest rant and poor customer service. I could point to a large number of call centers around the country whose handle time is at or around 4 minutes and customer satisfaction is 85%+ (on a bad day). That sort of shoots your whole illogical theory to crap. Now, if you have hard facts to back you up, go for it. If youdon't, then you better stay inside- the sky is falling. -- I work for the ILEC ...." stuff happens! " >> We just had Cingular employees tell us so. I guess Scott only reads the >> posts he wants to. [quoted text clipped - 5 lines] > environment (any industry) that does not measure this. You can't, because > they all do. I / We maintain 911 networks for a significant part of the USA, and are also the primary customer service "SPOC" for the 911 dispatchers that may be having difficulties, or hardware/software problems with their equipment, on a 24/7 basis. Call Time is not measured, and is considered irrelevant. Sort of what I say about the wind speed, while heading down I-x95 with the top down!. > -- > I work for the ILEC ...." stuff happens! " [quoted text clipped - 17 lines] > about > the wind speed, while heading down I-x95 with the top down!. Obviously lying since know-it-all Scott says such a call center doesn't exist. :-> Took me a moment, Jack, but a big LOL there !!!  SignatureI work for the ILEC ...." stuff happens! " >> I / We maintain 911 networks for a significant part of the USA, and are >> also [quoted text clipped - 10 lines] > Obviously lying since know-it-all Scott says such a call center doesn't > exist. :-> 911 call centers hardly count for Average Handle Time that is totally different than hello CSR my bill is messed up and I demand you credit it! >> -- >> I work for the ILEC ...." stuff happens! " [quoted text clipped - 26 lines] > Obviously lying since know-it-all Scott says such a call center doesn't > exist. :-> >> > BTW, Jack- I defy you to name a single customer service call center >> > environment (any industry) that does not measure this. You can't, >> > because >> > they all do. I simply accepted the challenge that was offered, and answered the question that was asked... No more, No less. SignatureI work for the ILEC ...." stuff happens! " > I / We maintain 911 networks for a significant part of the USA, and are also > the primary customer service "SPOC" for the 911 dispatchers that may be [quoted text clipped - 4 lines] > about > the wind speed, while heading down I-x95 with the top down!. And how many are the 'we' that you mention? 15? 150? More? Do the same dispatchers always deal with you, or do they get "first come, first served" basis. >> We just had Cingular employees tell us so. I guess Scott only reads the >> posts he wants to. [quoted text clipped - 10 lines] >whole illogical theory to crap. Now, if you have hard facts to back you up, >go for it. If youdon't, then you better stay inside- the sky is falling. Call time was not tracked at my last call center job, but we did track the number of calls per day, which is roughly the same thing represented differently. We also didn't track abandons since we can't control abandons. SignatureThey'll say, 'You can't joke about rape. Rape's not funny.' I can prove to you that rape is funny. Picture Porky Pig raping Elmer Fudd. See? Hey, why do you think they call him Porky? -- George Carlin > Call time was not tracked at my last call center job, but we did track > the number of calls per day, which is roughly the same thing represented > differently. It is actually the same thing- if you work 7.5 hours a shift and the expectation is an average of 6 minutes per call, your requirement is 75 calls per day. If the expectation is 75 calls per day, your requirement would be to average 6 minutes per call. >> Call time was not tracked at my last call center job, but we did track >> the number of calls per day, which is roughly the same thing represented [quoted text clipped - 4 lines] >calls per day. If the expectation is 75 calls per day, your requirement >would be to average 6 minutes per call. Yes indeed. However, at that call center I would never be criticized because a single call was long. At call centers that officially monitor call length, you can get written up for having a single 45 minute call. SignatureThey call it "PMS" because "Mad Cow Disease" was already taken approximatly ten minutes from the time you beep to the time they are expected to get you off the phone. Factor in 45 seconds to verify, 3 minutes to get the problem, provided the customer is not pissed, that leaves 6 minutes 15 seconds to solve it wrap it up note it and assist with any other questions. Not an easy job by any means!! >> We just had Cingular employees tell us so. I guess Scott only reads the >> posts he wants to. [quoted text clipped - 12 lines] > up, > go for it. If youdon't, then you better stay inside- the sky is falling. > approximatly ten minutes from the time you beep to the time they are > expected to get you off the phone. Factor in 45 seconds to verify, 3 > minutes to get the problem, provided the customer is not pissed, that leaves > 6 minutes 15 seconds to solve it wrap it up note it and assist with any > other questions. Not an easy job by any means!! Thanks for the honesty. SprintPCS only allows its reps 6 minutes total, and required upselling is included in that time . > Thanks for the honesty. SprintPCS only allows its reps 6 minutes total, > and required upselling is included in that time . Says only you. > > Thanks for the honesty. SprintPCS only allows its reps 6 minutes total, > > and required upselling is included in that time . > > Says only you. Sorry, many Sprint reps posted it, and Executive Services of SprintPCS confirms. > > > Thanks for the honesty. SprintPCS only allows its reps 6 minutes total, > > > and required upselling is included in that time . [quoted text clipped - 3 lines] > Sorry, many Sprint reps posted it, and Executive Services of SprintPCS > confirms. So you are saying that you have no substantiated proof to back your claim? My last statement would still apply. > > > > Thanks for the honesty. SprintPCS only allows its reps 6 minutes > total, [quoted text clipped - 7 lines] > So you are saying that you have no substantiated proof to back your claim? > My last statement would still apply. Go cash your Sprint paycheck. > > > > > Thanks for the honesty. SprintPCS only allows its reps 6 minutes > > total, [quoted text clipped - 9 lines] > > Go cash your Sprint paycheck. Never had a Sprint paycheck.......furhter proof you are clueless. > > approximatly ten minutes from the time you beep to the time they are > > expected to get you off the phone. Factor in 45 seconds to verify, 3 [quoted text clipped - 4 lines] > Thanks for the honesty. SprintPCS only allows its reps 6 minutes total, > and required upselling is included in that time . Huh? Many times, I've been on, far longer than 6 minutes. Notan >> ... as someone who has been subjected to less-than-stellar customer >service [quoted text clipped - 28 lines] >you assume... Nothing is perfect, but those people are working hard to >fix it for you... Oh! The results of management focusing on employee productivity instead of focusing on customer satisfaction! I would venture to say, if CSRs were polite AND took their time to solve the customers issues, they would most likely be able to up sell thereby generating more profits for the company. SloPe > >> ... as someone who has been subjected to less-than-stellar customer > >service [quoted text clipped - 34 lines] > they would most likely be able to up sell thereby generating more > profits for the company. No, that hurts also. Just see why SprintPCS rates poorly on JDPower surveys, because their CSRs in addition to strictly enforced 6 minute Handle times, have upsell quotas. How about calling a percentage of customer contacts a few days later and see if their problem was solved, and judge CSRs on that??? "One and Done" is a total fiction when you have Handle Time limits, quotas on upselling, and limits on call escalation. > > ... as someone who has been subjected to less-than-stellar customer > service [quoted text clipped - 28 lines] > you assume... Nothing is perfect, but those people are working hard to > fix it for you... The queue is first come, first served. I worked for Cingular too, Schaumburg/Chicago, IL call center...Most of the reps I worked with were idiots and/or lazy. Too often I had to handle calls from customers who had unresolved problems and I saw the accounts were noted but no further action was taken by the previous rep...usually the problems that required paperwork/manager approval/follow-ups. I dutifully reported this to my superiors but kept hitting a brick wall. You are right, the pay isnt worth the frustration- frustration more times than not brought on by Cingular itself upon customers they claim to care about. In the time I worked at Cingular and since, I have never carried a Cingular phone and never will. Cingular is one of the biggest criminals without a gun in my opinion, and this is coming from someone that was on the inside, but if youre happy, thats what counts right? Take Care people. > The queue is first come, first served. > [quoted text clipped - 13 lines] > > Take Care people. Unfortunately I have ample experience that SprintPCS is even worse. > > The queue is first come, first served. > > [quoted text clipped - 15 lines] > > Unfortunately I have ample experience that SprintPCS is even worse. Only because you are the classic horror customer, as evidenced by your rants, raves and stupid reasons for calling them, as documented by your long Usenet archive. > > > The queue is first come, first served. > > > [quoted text clipped - 19 lines] > rants, raves and stupid reasons for calling them, as documented by your long > Usenet archive. But if you visit alt.cellular.sprintpcs, you will find myriad "horror" cases, and see how JD Power, Consumer Reports, and the Yankee Group etc rate SprintPCS WORST for customer service. The high turnover, the poor training, the biodegradable plastic phones that overheat, and the strictly enforced 6 minute handle times after long hold times, all contribute to it. It's not just me. Sorry. > > > > The queue is first come, first served. > > > > [quoted text clipped - 23 lines] > cases, and see how JD Power, Consumer Reports, and the Yankee Group etc > rate SprintPCS WORST for customer service. Only if you sift through your old ranting and raving. And the level and quantity of complaints are no higher for Sprint on Usenet than any other provider. >The high turnover, Where's your proof? >the poor > training, Proof? >the biodegradable plastic phones that overheat, and the > strictly enforced 6 minute handle times after long hold times, Proof? > all > contribute to it. And your credentials to make such a comment are what? > It's not just me. Sorry. You are the only one to consistently rant on about handle times. Sorry. > > > > > The queue is first come, first served. > > > > > [quoted text clipped - 56 lines] > > You are the only one to consistently rant on about handle times. Sorry. Nope, go read alt.cellular.sprintpcs > > > > > > The queue is first come, first served. > > > > > > [quoted text clipped - 58 lines] > > Nope, go read alt.cellular.sprintpcs I read it when it was posted, I read it after it was posted, I just read it again. You (and your 100+ aliases) are theonly one to consistently rant about this. > > Nope, go read alt.cellular.sprintpcs > > I read it when it was posted, I read it after it was posted, I just read it > again. You (and your 100+ aliases) are theonly one to consistently rant > about this. Use Google to read about the hundreds of horror stories of bad billing, bad coverage, bad phones, bad stores etc. Fine attack the messenger, but J.D. Power, Consumer Reports, the Yankee Group, and now the Vocal Laboratories; each with a separate survey yearly, rate SprintPCS worst. http://wireless.weblogsinc.com/entry/1234000950040698/ time to PLONK this Sprint shill. PLONK > > > Nope, go read alt.cellular.sprintpcs > > [quoted text clipped - 14 lines] > > PLONK Oh- the mature approach. Glad to see that Phil can still run away from the facts. Vocal Laboratories does a Customer Service survey and promotes their own Customer Service product on the same webpage. It's called a bias. > ... as someone who has been subjected to less-than-stellar customer service > from all businesses including cellular I have noticed a pattern. It usually [quoted text clipped - 3 lines] > problem(probably tracked by your phone number) you are moved up the > experience ladder till hopefully the problem gets solved. Would that it be that simple. Basically is once a company (Cable, Cellular, etc) has your money and you in a contract, you're a piece of cash flow, and if it costs extra to handle your account, maybe they'd just as soon scare you away. Haven't you heard...you don't call customer service with any company. It will just get worse. Even at Comcast some times. Though with Comcast, there aren't any termination fees...who would want to treat a customer that way? :) > ... as someone who has been subjected to less-than-stellar customer > service from all businesses including cellular I have noticed a pattern. [quoted text clipped - 3 lines] > call about the same problem(probably tracked by your phone number) you are > moved up the experience ladder till hopefully the problem gets solved. Xman(AKA Mike) wrote: > Haven't you heard...you don't call customer service with any company. It > will just get worse. Even at Comcast some times. Though with Comcast, there > aren't any termination fees...who would want to treat a customer that way? > :) Disclaimer: Xman claims to work for Comcast. :P SignatureJustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638) Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED "The wisdom of a fool won't set you free" --New Order, "Bizarre Love Triangle" You must of been that teachers pet in high school that could never get laid and people hated because you had this chip on your shoulder. Go be a geek some where else or some thing, will ya? > Xman(AKA Mike) wrote: >> Haven't you heard...you don't call customer service with any company. It [quoted text clipped - 3 lines] > > Disclaimer: Xman claims to work for Comcast. :P Xman(AKA Mike) wrote: > You must of been that teachers pet in high school that could never get laid > and people hated because you had this chip on your shoulder. Go be a geek > some where else or some thing, will ya? *I* have a chip on my shoulder? I'm not the one in here pissing and moaning about Verizon all the time, when you've made it clear that Cingular works better for you. I'm not the one shilling for Comcast, and by the way, if most of Comcast's employees are obnoxious morons like you, I'm glad they're not my cable company. SignatureJustThe.net - Apple Valley, CA - http://JustThe.net/ - 888.480.4NET (4638) Steven J. Sobol, Geek In Charge / sjsobol@JustThe.net / PGP: 0xE3AE35ED "The wisdom of a fool won't set you free" --New Order, "Bizarre Love Triangle" |
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