The Death of Customer Service...

[p_rushing]

Re: The Death of Customer Service...

Live chat is only as good as the people on the other end doing the chats.

If a company is too cheap to have US resources answering phones, you can bet that they don't have US resources doing online chat.

I don't use it as for complicated stuff the reps don't have the power to do anything and you end up having to call in. I'd rather skip that step and move directly to the person who can help.

I prefer the Amazon method, call me. That way I have a person on the line. I can also control where the call is routed from by the options you choose.

[Fresh Tendrils]

Re: The Death of Customer Service...

They do actually. Multiple chats (three for us) at a time is the expectation.

Thanks for the insight. It makes sense for efficiency (as Maj alluded to), but seems like the propensity for mistakes would be higher.

[Majingir]

Re: The Death of Customer Service...

It depends on the person involved. Sometimes in a live chat it'd take someone like 5 minutes to reply back. They're more than likely responding to other people in the process.

Other times they'll be like "Give me a moment and I'll go check" and take awhile too. Maybe going to a live chat themselves to ask another colleague lol.

It's more efficient handling multiple people. Just don't do too many to handle. 2-3 maybe would be a max. You answer one, and while that person is replying, you focus on answering the other chat. Once that's done, go back to first chat to see what that person said. If you get too many people(sometimes it might not be by choice), there's only so much you could do.

If by choice you're taking on too many people and can't help at a proper speed, you deserve the low scores you'll get. Whenever I do a live chat and it asks me afterwards to rate the person, assuming they did answer it properly, I'd give them the max score.

[slickdtc]

Re: The Death of Customer Service...

Recently had my first trip to the dentist in a decade. Shutup!

Need a root canal on one tooth, no surprise. Actually the only work needed. Well, there was some confusion and they thought I wanted the tooth pulled totally.

Spoke with the receptionist to handle the matter, and she was extremely helpful and pleasant. I don’t think these mistakes happen often at this office, i got only positive impressions from my short time there so far. But anyway, we spoke to her manager to relay positive feedback about the receptionists service. When your health is the thing in question due to a mistake, you get frustrated and angry EASY. This lady made it as painless as possible, and we appreciated that considering we get the runaround at every turn at our doctors office. Just communicate and help!

We get a call later. The head of the practice (it’s a family dentistry) was blown away that someone actually escalated an issue to give POSITIVE feedback. They chopped 25% off our hefty bill. We were blown away. Positivity given and positivity reciprocated is an amazing thing.

It’s amazing how just one positive interaction in a sea of negativity can turn your view rightside up again.

[mgoblue]

Re: The Death of Customer Service...

Recently had my first trip to the dentist in a decade. Shutup!

Need a root canal on one tooth, no surprise. Actually the only work needed. Well, there was some confusion and they thought I wanted the tooth pulled totally.

Spoke with the receptionist to handle the matter, and she was extremely helpful and pleasant. I don’t think these mistakes happen often at this office, i got only positive impressions from my short time there so far. But anyway, we spoke to her manager to relay positive feedback about the receptionists service. When your health is the thing in question due to a mistake, you get frustrated and angry EASY. This lady made it as painless as possible, and we appreciated that considering we get the runaround at every turn at our doctors office. Just communicate and help!

We get a call later. The head of the practice (it’s a family dentistry) was blown away that someone actually escalated an issue to give POSITIVE feedback. They chopped 25% off our hefty bill. We were blown away. Positivity given and positivity reciprocated is an amazing thing.

It’s amazing how just one positive interaction in a sea of negativity can turn your view rightside up again.

Places like this absolutely fear a bad review online too...it can just tank their business.

[Speedy]

Re: The Death of Customer Service...

Recently had my first trip to the dentist in a decade. Shutup!

Need a root canal on one tooth, no surprise. Actually the only work needed. Well, there was some confusion and they thought I wanted the tooth pulled totally.

Spoke with the receptionist to handle the matter, and she was extremely helpful and pleasant. I don’t think these mistakes happen often at this office, i got only positive impressions from my short time there so far. But anyway, we spoke to her manager to relay positive feedback about the receptionists service. When your health is the thing in question due to a mistake, you get frustrated and angry EASY. This lady made it as painless as possible, and we appreciated that considering we get the runaround at every turn at our doctors office. Just communicate and help!

We get a call later. The head of the practice (it’s a family dentistry) was blown away that someone actually escalated an issue to give POSITIVE feedback. They chopped 25% off our hefty bill. We were blown away. Positivity given and positivity reciprocated is an amazing thing.

It’s amazing how just one positive interaction in a sea of negativity can turn your view rightside up again.

That's awesome dude. Way to pay it forward man.

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[pietasterp]

Re: The Death of Customer Service...

https://www.wsj.com/articles/everyone-hates-customer-service-this-is-why-11564804882

Technology lets companies see how badly they can treat consumers, right up until the moment they bolt

In corporate parlance, it’s called the “breakpoint.” It’s how far customers can be pushed before their heads explode.
From long waits at the airport to rude store clerks to ineffective helplines, shoddy customer service is a universal frustration. Today, companies crunch data and use artificial intelligence to determine exactly how angry a customer has to be to bolt. Many are walking right up to that line.
Technologies can track how long a customer will wait for a human to answer the phone and how many ads they will tolerate. They can monitor the tone of a customer’s voice. Companies know what steps they must take to keep shoppers loyal—and which they can skip.
This knowledge has contributed to a decline in how customers are treated, say analysts, consultants and former executives.

[Fresh Tendrils]

Re: The Death of Customer Service...

I think consumers have helped contribute to their own mistreatment a bit as well.

[p_rushing]

Re: The Death of Customer Service...

I think consumers have helped contribute to their own mistreatment a bit as well.

A little bit, but mostly it has been the companies. People started to have more options available, so companies had to compete on costs where they may not have had to in the past.

Companies picked the stockholders instead of the customers. They should focus on the customer and the stock price will take care of itself with customers showing loyalty. It is easier to just fire people and use low cost resources that are terrible.

I get to work with different companies and the few of them where the focus is on the customer are better places to work. It starts at the top and shows to what the call reps are measured on. 1 company didn't measure their reps on call time or number of calls. They didn't want reps passing calls off to keep their #s. They empowered them to resolve issues and actually hurt them if they passed calls off. They have older people who call in to chat and eventually place an order.


Outsourcing is terrible and shows they don't care about quality.

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[bkrich83]

Re: The Death of Customer Service...

I think consumers have helped contribute to their own mistreatment a bit as well.

I don't work in a public/customer facing job, but as a consumer I can confirm this. The sense of entitlement that many people have as consumers makes the Madden forums look semi-sane.

Many of the have attempted to weaponize sites like Yelp in order to bludgeon service providers or companies in to giving in to their demands, no matter how ridiculous they may be.

The OP of this thread is a perfect example.

[JHamilton9]

Re: The Death of Customer Service...

I think consumers have helped contribute to their own mistreatment a bit as well.

Just witnessed this inside a clothing store yesterday.

A customer next to me calls an employee over. The employee, with an arm full of clothes, comes over. The customer tells the employee to turn up the volume on the television showing the golf tournament. The employee says he can't. The customer tells him that "No isn't supposed to be part of your vocabulary."

I jokingly chime in: "He didn't no... that.

The customer looks at me, "He's supposed to do what I want, and (pointing at me) that's a different kind of 'no.'"

Me: "But you're the same kind of ***."

Customer, who had nothing in his hands, tells the employee, "You just lost a sale," and walks out.

It just irritates me when people treat workers like that. I guess you could say it "grinds my gears," but that's another thread.

[Solo QueFine]

Re: The Death of Customer Service...

Just witnessed this inside a clothing store yesterday.

A customer next to me calls an employee over. The employee, with an arm full of clothes, comes over. The customer tells the employee to turn up the volume on the television showing the golf tournament. The employee says he can't. The customer tells him that "No isn't supposed to be part of your vocabulary."

I jokingly chime in: "He didn't no... that.

The customer looks at me, "He's supposed to do what I want, and (pointing at me) that's a different kind of 'no.'"

Me: "But you're the same kind of a**."

Customer, who had nothing in his hands, tells the employee, "You just lost a sale," and walks out.

It just irritates me when people treat workers like that. I guess you could say it "grinds my gears," but that's another thread.

Sounds like someone that is privileged and has never used the words ‘Thank You’ before.

[Majingir]

Re: The Death of Customer Service...

Reminds me of one time I saw some woman shopping. She was going through a display of items trying to find the best possible box. Her hands got dirty because the boxes had some dust on it.

She got mad, acting as if the store should be wiping down each individual item in their store every day. Employee apologized, told her where the stores washroom was if she needed to wash her hands. She then told the employee shes not doing that. The employee should go to the washroom, get her soap and paper towels and bring it back to her so she can clean her hands. Employee went straight to the manager and said they refuse to deal with that customer.

[p_rushing]

Re: The Death of Customer Service...

Reminds me of one time I saw some woman shopping. She was going through a display of items trying to find the best possible box. Her hands got dirty because the boxes had some dust on it.

She got mad, acting as if the store should be wiping down each individual item in their store every day. Employee apologized, told her where the stores washroom was if she needed to wash her hands. She then told the employee shes not doing that. The employee should go to the washroom, get her soap and paper towels and bring it back to her so she can clean her hands. Employee went straight to the manager and said they refuse to deal with that customer.

Unfortunately people take advantage of rules.

LLBean has or did have a return policy where you could return things at any point or any reason. I did some work there and I wondered if I could go into the store and get 4 days of clothing. Wear them during the week, then at the end of the week return them and get new clothing. Then repeat every week, not have to bring luggage. Or if you buy something and then get fat, return it for another size.

From talking to some of the employees, they would do it, but quickly you would be put on a list of abusers. I heard stories of people going to garage sales and buying a damaged canoe with a hole in it and returning it. People frequently buy old boats and return them for new ones.

People know the rules and will abuse good customer service. I would rather provide good service than use that as an excuse to provide bad service.

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[countryboy]

Re: The Death of Customer Service...

The phrase “the customer is always right” is one that no company should ever instill in its employees.




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