The Death of Customer Service...

[dsallupinyaarea]

Re: The Death of Customer Service...

This is yelp so it's different but it's troubling that someone thinks a 3 is okay if everything is great because there are restaurants that will fire servers for consistent 3's.

Those "1-5" surveys retail banks give out are basically pass/fail for the tellers/personal bankers. It's 5 or flunk.

[woodjer]

Re: The Death of Customer Service...

Over the last few weeks, I've had some great customer service experiences. Without going into a lot of detail, I found out that someone has stolen my identity. A few nights after I figured it out (and placed fraud alerts), I'm getting ready to go to bed at 11:45 PM when my phone rings. Don't recognize the number or know anyone from that area so figured it was a wrong number...and then I got a voicemail alert. It was someone calling to verify my application for an account that I didn't apply for. When I called back, I got the NICEST person on the line who kept reassuring me that they would work things out and offered to give me a number to their identity theft support center. We got chatting about how much it sucks and all and she almost forgot to give me their number. The next day, someone different from the same company called because the account was labeled as fraudulent but not closed and just wanted to make sure that it was actually a mistake before assuming it should be closed. Different person but still really nice. Same day, I get home from work and the phone rings...and it was the lady from the night before. She didn't want to call me back then because it was so late but had emailed herself a reminder to call me back so she could connect me with the people that needed to actually close the account. Everything had been sorted out on the call earlier in the day but I'm still amazed that it was the SAME person that reached back out to me...and reminded herself to do it so I could get the resolution I needed.

I hope I never have to call that company again about this...but at least I know it isn't a terrible experience.

[kehlis]

The Death of Customer Service...

Those "1-5" surveys retail banks give out are basically pass/fail for the tellers/personal bankers. It's 5 or flunk.

Yep.

Our goal is 4.2 so it's 5 or bust.


Really can't get into specifics but I have seen some of my co-workers fire their employees with a consistent 4.0 average.


And when my team is below goal I hear about it until it's fixed to a level that's unbelievable.

[dsallupinyaarea]

Re: The Death of Customer Service...

Yep.

Our goal is 4.2 so it's 5 or bust.


Really can't get into specifics but I have seen some of my co-workers fire their employees with a consistent 4.0 average.


And when my team is below goal I hear about it until it's fixed to a level that's unbelievable.

lol i love when they add the decimals because they know the sample size will never get big enough for the decimals to matter.

[kehlis]

Re: The Death of Customer Service...

lol i love when they add the decimals because they know the sample size will never get big enough for the decimals to matter.

I don't agree with the goal but we do get enough to account for decimals, plus our surveys have about ten questions (it's not a one question "did you like your service" survey).

Each employee gets about 10 surveys a month. We recently moved from phone call survey to email survey to have the sample size increased.

[jeremym480]

Re: The Death of Customer Service...

Those "1-5" surveys retail banks give out are basically pass/fail for the tellers/personal bankers. It's 5 or flunk.

I sold cars for a couple of months in my mid-20's and it was the same way. Either the customer gave you a 10 on a scale of 1-10 or you failed. Most of the salesman would just flat out tell the customer what was up. Some even went as far as filling it out for them and have them sign it.

Also after that, I sold furniture and eventually became a manager. For those that get upset about their sales person being pushy about protection plans and trying to sell them like their job depended on it.... it's because their job does depend on it. An employee could be a great salesperson and sell enough furniture to make close to six figures, but if their protection plan sales didn't equal a certain % of their total sales, then they would get **** canned. The way that management saw it is that the furniture basically sells itself, so the salesman's job is to sell the add-on. I saw some of the most friendly and dependable workers get fired because they couldn't meet their numbers and most of the time it was because they couldn't explain the plans well or didn't want to browbeat their customers about it. It's was pretty crazy.

Spoiler

PS - I'm so glad to be out of the retail world.

[Mabster]

Re: The Death of Customer Service...

I feel pretty ****ty now. I never rate anything the maximum. Not sure why really.

Will change that from here on out.

Sent from my 831C using Tapatalk

[TheShizNo1]

Re: The Death of Customer Service...

I feel pretty ****ty now. I never rate anything the maximum. Not sure why really.

Will change that from here on out.

Sent from my 831C using Tapatalk

Out here costing people their jobs, man.

Sent from my SM-G935P using Tapatalk

[DJ]

Re: The Death of Customer Service...

The employees at the Starbucks near our house are awesome. Always friendly and make a habit of asking me about my wife and our dog if I'm picking up a drink before work (my wife will usually swing by there with our dog after going to the dog park), and they have my orders memorized at this point.

It's a nice way to start the day.

[WaitTilNextYear]

Re: The Death of Customer Service...

The employees at the Starbucks near our house are awesome. Always friendly and make a habit of asking me about my wife and our dog if I'm picking up a drink before work (my wife will usually swing by there with our dog after going to the dog park), and they have my orders memorized at this point.

It's a nice way to start the day.

Ahh, the comfort of being a "regular." I remember frequenting an Espresso Royale (coffee place, not sure if this chain exists outside of Ann Arbor or not) about a decade ago and had a similar cordial thing with a very attractive barista. It never went beyond cordial shoot-the-breeze type stuff--whether she was even interested or not--because I would never jeopardize a good barista-customer relationship. Priorities.

Coffee shops are good places to encounter good customer service though, because (a) you see each other a lot to feed the addiction, (b) baristas are out here grinding for tips, and (c) your average barista tends to be a bit artsy, extroverted and can carry a conversation moreso than someone who works on TPS reports for a living.

[SuperBowlNachos]

Re: The Death of Customer Service...

Had an amusing experience with Spectrum/TWC last night. My SURFboard modem/router has been constantly restarting all weekend. Confirmed with Arris that it's a TWC issue after checking line signal strengths.

Chatting with TWC and I explain exactly what is wrong, and send screenshots of the signal levels. Dude asks if I've restarted the modem... Told him if I did all this don't you think I would have restarted it first. Next message was for asking when I'm available for a tech to come out.

If you have Spectrum/TWC tweet them. You'll get a response pretty quick. Not sure they even have a website chat option, but if you don't wanna call this is a good way to go.

[DocHolliday]

Re: The Death of Customer Service...

Customer Service does not exist anywhere in South Beach, Miami.

[Boltman]

Re: The Death of Customer Service...

Had an amusing experience with Spectrum/TWC last night. My SURFboard modem/router has been constantly restarting all weekend. Confirmed with Arris that it's a TWC issue after checking line signal strengths.

Chatting with TWC and I explain exactly what is wrong, and send screenshots of the signal levels. Dude asks if I've restarted the modem... Told him if I did all this don't you think I would have restarted it first. Next message was for asking when I'm available for a tech to come out.

If you have Spectrum/TWC tweet them. You'll get a response pretty quick. Not sure they even have a website chat option, but if you don't wanna call this is a good way to go.

I literally went thru the exact same scenario back in the day with them.

[GAMEC0CK2002]

Re: The Death of Customer Service...

I'm finally getting the game with satellite radio. Everything is negotiable.
I found a better car radio on Amazon and bought it. Called up XM and said I wanted to switch radios (keeping the same subscription). Rep says that'll be a $15 transfer fee....would I like to continue? Umm no...that seems excessive.

I then get the classic line of "Let me check with my supervisor" . 2 minutes later....because you are a valued customer, I'm going to go ahead and transfer your service and waive the fee.

Was great customer service, though it feels like dealing with a used car salesman.

Point of the story: Never Ever pay full price for satellite radio.

[mgoblue]

Re: The Death of Customer Service...

I sold cars for a couple of months in my mid-20's and it was the same way. Either the customer gave you a 10 on a scale of 1-10 or you failed. Most of the salesman would just flat out tell the customer what was up. Some even went as far as filling it out for them and have them sign it.

Also after that, I sold furniture and eventually became a manager. For those that get upset about their sales person being pushy about protection plans and trying to sell them like their job depended on it.... it's because their job does depend on it. An employee could be a great salesperson and sell enough furniture to make close to six figures, but if their protection plan sales didn't equal a certain % of their total sales, then they would get **** canned. The way that management saw it is that the furniture basically sells itself, so the salesman's job is to sell the add-on. I saw some of the most friendly and dependable workers get fired because they couldn't meet their numbers and most of the time it was because they couldn't explain the plans well or didn't want to browbeat their customers about it. It's was pretty crazy.

Spoiler

PS - I'm so glad to be out of the retail world.

I remember that when we got our used minivan...they flat out said that they lose credit if they don't get 10's, it's so stupid