Are the customer service reps trained to be nasty and defensive?
Jun 6th, 2008, 08:14 AM
#21
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"For the current mess, I blame George Bush...and Ronald Reagan."
. . . Then you're being both partisan and unrealistic. It's also Clinton & Carter; it's the environmentalists, it's big oil, and it IS you & me, as well.
As long as partisans like you want to blame the other side, we're not going to get any solutions. Everyone must be prepared to do a little "gutting of their own fatted calves."
. . . Then you're being both partisan and unrealistic. It's also Clinton & Carter; it's the environmentalists, it's big oil, and it IS you & me, as well.
As long as partisans like you want to blame the other side, we're not going to get any solutions. Everyone must be prepared to do a little "gutting of their own fatted calves."
Jun 6th, 2008, 11:10 AM
#22
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Blame's not the point. Fixing it's the point. However, it's much hard to restore something that's been dismantled by ideology than it is to propose a completely fresh approach. The only "silver lining" to what's about to happen to air passenger service is that the number of planes in the air will decrease and a complete melt-down under our antiquated and underfunded air-traffic-control system is slightly less likely.
Jun 6th, 2008, 08:03 PM
#23
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No matter who you're dealing with, some reps are better/worse, more helpful, than others. If I'm not getting anywhere, or it's difficult, I just hang up and call back. There are some really terrific people who are wonderful.
When they're nasty or short or otherwise unpleasant, I remind myself that they've probably had some awful people to deal with before me. Even so, I call again.
When they're nasty or short or otherwise unpleasant, I remind myself that they've probably had some awful people to deal with before me. Even so, I call again.
Jun 7th, 2008, 12:10 PM
#24
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Just a suggestion which I learned when I worked for MaBell a long time ago for a short while.
Smile when you start talking. Smiling causes your voice to sound friendlier which is a good thing as customer service reps do get their share of grumpy and rude customers. Also ask for their name (which is probably not their true name) and use their name a few times. That tells them you think of them as another human being. If they help you at all say "thank you". And if you do get a rep who is just plain grumpy or rude say something along the lines of "thank you but I am being paged or someone is at the door or whatever" and hang up and call back later. I do not know if it is true but a neighbor who use to be a service rep told me some record a note in their computer about surly customers.
None of us should have to put up with rude service of course but taking the "high road" might increase your chances of getting better service. The service we as customers should be entitled to but sometimes don't receive.
Smile when you start talking. Smiling causes your voice to sound friendlier which is a good thing as customer service reps do get their share of grumpy and rude customers. Also ask for their name (which is probably not their true name) and use their name a few times. That tells them you think of them as another human being. If they help you at all say "thank you". And if you do get a rep who is just plain grumpy or rude say something along the lines of "thank you but I am being paged or someone is at the door or whatever" and hang up and call back later. I do not know if it is true but a neighbor who use to be a service rep told me some record a note in their computer about surly customers.
None of us should have to put up with rude service of course but taking the "high road" might increase your chances of getting better service. The service we as customers should be entitled to but sometimes don't receive.
Jun 8th, 2008, 02:24 PM
#25
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LI - my Mom could always tell the "executive" customers she dealt with. They all called her by name repeatedly during the conversation and never heard a word she said. She said they were the worst customers she had.
I think it falls both ways. All it takes is ONE person to have a bad day and it can trigger unhappiness in hundreds of people.
When dealing with customer service in any company, following these basic rules will usually provide positive results:
1. Be pleasant.
2. Be specific.
3. Be reasonable.
4. If none of the above works, try again later.
5. Don't try to force the rep into doing something that they aren't allowed to do - if you want an exception to a rule, etc., tell the rep "I realize that this probably isn't doable, but perhaps you know of an alternative?"
I think it falls both ways. All it takes is ONE person to have a bad day and it can trigger unhappiness in hundreds of people.
When dealing with customer service in any company, following these basic rules will usually provide positive results:
1. Be pleasant.
2. Be specific.
3. Be reasonable.
4. If none of the above works, try again later.
5. Don't try to force the rep into doing something that they aren't allowed to do - if you want an exception to a rule, etc., tell the rep "I realize that this probably isn't doable, but perhaps you know of an alternative?"
Jun 8th, 2008, 03:54 PM
#26
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I have learned:
1. When stuck ask, "well, what'll I do then?" It "encourages" the agent to become your problem solver -- doesn't always work, but coupled with next hint, can be surprisingly effective.
2. Use patient, waiting silence. They eventually try to fill in the void and sometimes actually volunteer something.
3. When all else fails, either say "thank you, anyway, I have to go" or cut yourself off in mid-sentence (so it seems like a random cut-off), wait a few moments and call again so you can try talking to someone else. I've been known to have great success with the third or fourth agent, and sometimes I even get a stateside agent if I try at a different time of day.
1. When stuck ask, "well, what'll I do then?" It "encourages" the agent to become your problem solver -- doesn't always work, but coupled with next hint, can be surprisingly effective.
2. Use patient, waiting silence. They eventually try to fill in the void and sometimes actually volunteer something.
3. When all else fails, either say "thank you, anyway, I have to go" or cut yourself off in mid-sentence (so it seems like a random cut-off), wait a few moments and call again so you can try talking to someone else. I've been known to have great success with the third or fourth agent, and sometimes I even get a stateside agent if I try at a different time of day.
