Yeah, customer service is insanely bad nowadays! Used to be you call an 800 number, and get to speak to someone, but no more! It's rare to get a human being to actually help with any question you might have. I would suggest if buying an expensive item, call the customer service center of that company first, and see what kind of service they offer! 👍😎✌🗽
I haven't worked for a company that made a big deal about bathroom breaks. Most of them make us go offline and tell them we're going to the bathroom and when we get back let them know but if you're an independent contractor and you schedule to work till a certain time and the time on a call runs over that time then you have a break between the next shift. If the call runs into the next shift time you can't take a break without hurting your adherence time
The NPI matrix is total bs. It shifts the blame of poor customer service experiences onto the call centre worker when in reality it is the CEO's that create the barriers mentioned in this podcast which prevent the call centre worker from providing the good customer service experience that the customer deserves and expects. Along with the shame and guilt passed onto said employees by their team leader during your monthly review. It is a sick, toxic and dysfunctional work environment.
You shouldn't call and as soon as you get a person tell them your whole story. Wait until they ask what You're calling about and say ás little as possible. Say I need a refund or my service or product isn't working or whatever the reason you're calling about, but don't start saying I called three months ago and I was told to do this and I did it and it didn't work then I called back and told Susie that it's still not working and she reset something and it was working but now it's not working again. Say I called because it wasn't working. I was told to reset it and I did that and it's not working again. I would get calls and someone will tell me a big story and put extra information in like how it made them feel which is a waste of time because I can't compensate you for your feelings. They would tell the whole story and then I would figure out I have to escalate it or transfer to a different department and even though I put the info in the notes and gave a brief synapses of the issue the next customer service person will still ask you for the information because for some reason they don't understand what I just explained.
The person has good information, although he's making it sound like everyone is in the same bucket. Also his theories are sounding great, I had a CO that would speak at our yearly conventions and he made some of the worst things sound like the latest and greatest. It might sound good what he's saying although in a practical world it might not be the greatest. I'd rather speak to George Costanza.
Peter needed a sedative this episode. He kept interrupting Jason (he talked over a wonderful George Costanza narrative until the moment was lost) and had marbles in his mouth from whatever he was on.
Yeah, customer service is insanely bad nowadays! Used to be you call an 800 number, and get to speak to someone, but no more! It's rare to get a human being to actually help with any question you might have. I would suggest if buying an expensive item, call the customer service center of that company first, and see what kind of service they offer! 👍😎✌🗽
I haven't worked for a company that made a big deal about bathroom breaks. Most of them make us go offline and tell them we're going to the bathroom and when we get back let them know but if you're an independent contractor and you schedule to work till a certain time and the time on a call runs over that time then you have a break between the next shift. If the call runs into the next shift time you can't take a break without hurting your adherence time
The NPI matrix is total bs. It shifts the blame of poor customer service experiences onto the call centre worker when in reality it is the CEO's that create the barriers mentioned in this podcast which prevent the call centre worker from providing the good customer service experience that the customer deserves and expects. Along with the shame and guilt passed onto said employees by their team leader during your monthly review. It is a sick, toxic and dysfunctional work environment.
Great show - I learned a lot. Interesting & humorous. Keep up the great work!
First problem is that the accent of customer service person is difficult to understand. How can you proceed if you don't know what they are saying?
AI George Got a customer with little baked bean teeth. Cantstandya 😂
Need to go to the next level. Hé, this show is next level... I want my service now, really.
You shouldn't call and as soon as you get a person tell them your whole story. Wait until they ask what You're calling about and say ás little as possible. Say I need a refund or my service or product isn't working or whatever the reason you're calling about, but don't start saying I called three months ago and I was told to do this and I did it and it didn't work then I called back and told Susie that it's still not working and she reset something and it was working but now it's not working again. Say I called because it wasn't working. I was told to reset it and I did that and it's not working again. I would get calls and someone will tell me a big story and put extra information in like how it made them feel which is a waste of time because I can't compensate you for your feelings. They would tell the whole story and then I would figure out I have to escalate it or transfer to a different department and even though I put the info in the notes and gave a brief synapses of the issue the next customer service person will still ask you for the information because for some reason they don't understand what I just explained.
Love the show!
Someone at the cable company told me to choose the option to cancel in order to speak to a person.
I've only worked two jobs that let me give the customer anything.
Timestamps please
Great
The person has good information, although he's making it sound like everyone is in the same bucket. Also his theories are sounding great, I had a CO that would speak at our yearly conventions and he made some of the worst things sound like the latest and greatest. It might sound good what he's saying although in a practical world it might not be the greatest. I'd rather speak to George Costanza.
Customer service is neither customers nor service. Discuss
What Customer Service - Its Non Exsistant and You Can't Talk to a Real Person...Save Your Time and Money...No Service - No Buying the Item...Period...
AI bull crap. Press one for this, two for that is crap. I want a person period.
Harris / Walz is working on making a business HAVE to have a person available.
Peter needed a sedative this episode. He kept interrupting Jason (he talked over a wonderful George Costanza narrative until the moment was lost) and had marbles in his mouth from whatever he was on.