Two sides of the same coin...
Ever wonder what happens in a call center? What these customer service representatives (CSRs) do when theyare not talking to customers?
I have a few friends who do or have worked in a call center doing support of various kinds for various companies. And I do try to be patient and understanding and realize that these people have bad days as well.
But, Holy Maloney! What a weird day!
Today I called one company to return something that I had purchasd that we decided we didn't want. Wham! Bam! Thank you, Ma'am! and I was done! No argument, no hassle - the CSR told me everything I needed to return the product and asked me to call them when I did return it to expidite the paperwork and finished. It was, I think, the shortest amount of time I have ever spend actually talking to a CSR.
Then, later today, I had to call to get the results for something. You would have thought I was asking for ice cubes on Mercury for cryin' out loud. The first person I talk to is barely audible, then she says she has to transfer me to the person who knows what I am asking about. Person #2, supposedly the one who know the subject matter. SHE has to transfer me to yet another person who is supposed to know what I am talking about because it isn't her. Person #3 askes me twice what I mean and then puts me on hold (by covering the mouthpiece with her hand) and asks if she is even supposed to talk to me. I was bounced around for over 20 minutes before I got someone who could answer my question.
OKay, yeah, I realize that 20 minutes is a drop in the bucket compared to some calls, but the sheer idiocy of how this one was handled. Part of me wants to laugh and part of me wants to cry. I think I'll laugh - it's better for your health!
I have a few friends who do or have worked in a call center doing support of various kinds for various companies. And I do try to be patient and understanding and realize that these people have bad days as well.
But, Holy Maloney! What a weird day!
Today I called one company to return something that I had purchasd that we decided we didn't want. Wham! Bam! Thank you, Ma'am! and I was done! No argument, no hassle - the CSR told me everything I needed to return the product and asked me to call them when I did return it to expidite the paperwork and finished. It was, I think, the shortest amount of time I have ever spend actually talking to a CSR.
Then, later today, I had to call to get the results for something. You would have thought I was asking for ice cubes on Mercury for cryin' out loud. The first person I talk to is barely audible, then she says she has to transfer me to the person who knows what I am asking about. Person #2, supposedly the one who know the subject matter. SHE has to transfer me to yet another person who is supposed to know what I am talking about because it isn't her. Person #3 askes me twice what I mean and then puts me on hold (by covering the mouthpiece with her hand) and asks if she is even supposed to talk to me. I was bounced around for over 20 minutes before I got someone who could answer my question.
OKay, yeah, I realize that 20 minutes is a drop in the bucket compared to some calls, but the sheer idiocy of how this one was handled. Part of me wants to laugh and part of me wants to cry. I think I'll laugh - it's better for your health!
posted by RileyBear67 | 3:23 PM
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