Don't be a jerk of a customer.....

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Isotope said:
Well as far as I've been informed, if a cust. states they are recording a call, we must immediately state we are refusing to be recorded, just stating that alone makes the recording dismissable in court for whatever reasons. I don't read into this kinda crap, nor do I like politics so I don't know why, but expect it. Also doing things like that, your calls are notated on your acct. when the call is over. You decrease your worth to a company by being uncooperative, overly demanding or sneaky, etc.
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Please read =P

Actually now that I think about it this thread would be more useful to gain the perspective of a CSR to better understand before calling. CSR are already aware of the cust.'s perspective, our job just doesn't always allow us to resolve your issue 100% the way you want it.
 
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I worked in human resources for a company called Intuit, they are the designers of software called Quicken and Quickbooks.

Let me tell you something, for all you Intuit customers... The CSR's that are employed by them are a diabolical lot. (Especially the ones' who work in California...) If you manage to get a hold of a "CSR" it is thier job to "yes man" you, and then lead you into purchasing another product of thiers. They call it "Spin". And if you truely do have a problem with thier software, they sell tech support packages by the year... averaging between $150 up to $500 depending on your degree of bitchyness as a customer. The CSR, whether or not they really can help you with your problem, are directed to not help you, even if you (the customer) threatens to drop service. Now mind you... this was a few years ago, but I'm certain this shit still goes on.

Like Isotope said, most CSR's have a very high turn over rate depending on who they work for and how much thier commission is. In my short tenure in HR for Intuit, I saw 100+ employees come and go. This was over the course of 7 months, people. :shok: Our program got shut down shortly after I left, because some of the temp CSR's were taking company EIN numbers and applying for credit cards and such. Approximatly $80,000 was stolen from customers. Good times...

But you get no sympathy from me Isotope. There are other jobs. Unless you can handle bitchy customers, don't be a CSR. Every employee I hired I told them the same thing.



On another note, Quickbooks is a total scam. Don't buy anything from Intuit.
 
Meh whenever i call a CSR i always start out polite just on the off chance they aren't a fucking retard. Sometimes it pays off. Even if it turns out they are a fucking retard you will know soon enough so that you have plenty of time to insult them during the rest of your phone call :D.
 
Excim said:
But you get no sympathy from me Isotope. There are other jobs. Unless you can handle bitchy customers, don't be a CSR. Every employee I hired I told them the same thing.
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Well on one note, I could care less about receiving someone's backing or sympathy, that's not why I started the thread, it was to come closer to closing the gap between cust. & CSR. As for finding another job... HAHA believe me, I'm already actively seeking so there.
 
Isotope said:
As for finding another job... HAHA believe me, I'm already actively seeking so there.
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I say good for you! You'll find it easier to live with yourself in the long run! :spiteful:
 
Kaik said:
or your just an asshole.
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Well you got one thing right, but then again so are you. The very nature of your job marks you as an asshole if you feel your justified to put your job in jepordy for your actions.

This is why customer service sucks, its this very attitude here.
 
If you think cust. service sux then it's because of 2 things....
  1. There are way too many CSR that could care less about doing their job or how they treat the cust.
  2. Those that do care to do their job to the best of their abilities get treated like shit by a cust. who feels their justified in treating them like crap (you most likely) before giving the CSR a chance to help resolve their concerns based on the actions of a previous CSR. These CSR (like me) after being treated rudly by the cust. w/no reason caused by themselves then lose concern for the cust.'s issue & are less likely to give a damn.
 
Darkdante said:
Well you got one thing right, but then again so are you. The very nature of your job marks you as an asshole if you feel your justified to put your job in jepordy for your actions.

This is why customer service sucks, its this very attitude here.
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No Offense... or Offense away but any words you say after your first comments hold little to no weight. I highly doubt you know much about anything other than your own concieted beliefs.

Try to justify all you want... it's people like you that discust me.
 
Having no less than 5 years experience between numerous call centers around here in knoxville including whirlpool, NOVA (credit card processor .. you wanna talk about assholes ... sheesh), ACNTV, etc.. i have this to say:

If you're miffed some jerkoff treats you like shit because you can't resolve their problem than you suck at your job.

CSR = corporate punching bag for the customer. You take the shit so someone with more experience or a flashier piece of paper writes your paycheck. If you can't handle dealing with the random jerkoffs or can't understand someone being pissed that they've paid for something and it doesn't work, your company fucked up, or they're just plain stupid and didn't read the manual go dig ditches for a living and holler back about difficult jobs.
 
When did this thread become a complaint about someone's job life? o_0
This post is to go over valid points & close a communication gap.... /bonk
 
I don't much see a communication gap ... people call because something is wrong ... wrong is bad ... wrong is your fault as the face of the company unless you can point out where the customer goofed .. in which case they either get miffed and bail on the call or there's a resounding silence followed by "oh..." and a smug smile on your face.

When things don't work as they should a large portion of people just up and turn into douchebags, can't be helped. The trick as a CSR is to surrender to the inevitability of it; if someone can't do that they're in the wrong line of work.... Think of it as being a professional submissive.

On a side note i found this hysterical; For the past two years i've had to make a call to the IRS 'round about tax time to ask for my AGI from the year previous .. i get ahold of them faster than i do my cable company ... and their demeanor? calm as hindu cows. "yes, sir", "no, sir", "anything else you need?", "have a good day" all the while i'm being dumb as hell because i have no clue wtf i'm talking about (loltaxes) ... meanwhile i call my cable company irked about my bill being too high, the lady behind the desk freaks out like a complete noob at the job; then a supervisor gets on and proceeds to tell me the cable co had been robbing me of at least $30 a month and proceeds to give me a better package because they goofed and the woman i first talked to had absolutely no idea wtf she was doing

That last paragraph was really just an observation that it goes both ways and it's completely natural. Still cracks me up that the IRS has better/happier CSRs than any company i've ever worked for.
 
The IRS won't give me my earned income credit for the one year I deserved it ; ; 2 years ago. Supported my mother who hasn't worked since she was 16 & my younger brother who's just started elementary.
 
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Well that's because the IRS is pumping you more than any company out there. Wouldn't you be happy too if everyone that had a problem with you still had to bend over and take it up the ass from you every year.
 
Shaunessy said:
Well that's because the IRS is pumping you more than any company out there. Wouldn't you be happy too if everyone that had a problem with you still had to bend over and take it up the ass from you every year.
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In the same respect when was the last time you got a check from your cable/phone/ISP/etc on a yearly basis?
 
When I had to play this role at my old job, I got incredible enjoyment by putting people on hold for crazy reasons. My personal favorite:

"I'm sorry, but I really have to goto the bathroom and I don't think I can pay full attention to you untill I do. Is it ok for me to put you on hold a minute?"

This is best used right as the caller is getting pissed off and starting to raise their voice. It reminds them of your humanity and gives them a breather for their rant so they can calm down a bit.

Only once was I ever told no when I asked if they could hold, to which I responded:

"Then I guess you'll have to call again later." and hung up.
 
If you honestly ever did either of those, quality; that little group of people (usually women) who sit in the back corner or in their seperate room who listen & audit your calls woulda reported you & you woulda been fired instantly....

I doubt the validity of what you say.
 
Isotope said:
If you honestly ever did either of those, quality; that little group of people (usually women) who sit in the back corner or in their seperate room who listen & audit your calls woulda reported you & you woulda been fired instantly....

I doubt the validity of what you say.
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Well this was not a large corporation like cingular. To be precise it was a retail chain that occasionally called for its employees to deal with special orders direct from factory, and occasional medical suggestions along the lines of proper fitness technique. People who called up angry we most commonly upset over the lack of information they had recieved about the status of their order, or the fact that their order had yet to come in due to shipping errors or factory error. Almost never was the problem something that could be blamed on the people or business being called.

"It's not our fault Nike hasn't shipped yet. They told us 2 weeks when we ordered a month ago. We will just have to wait and hope it arrives soon. I'll make a queery into the status of your shipment, but our records show that it was due to arrive over a week ago."

Sometimes retail stores get screwed by the even bigger companies, and there isn't much we can do about our lack of stock in size 16 (EE) shoes.
 
Mokk said:
Having no less than 5 years experience between numerous call centers around here in knoxville including whirlpool, NOVA (credit card processor .. you wanna talk about assholes ... sheesh), ACNTV, etc.. i have this to say:

If you're miffed some jerkoff treats you like shit because you can't resolve their problem than you suck at your job.

CSR = corporate punching bag for the customer. You take the shit so someone with more experience or a flashier piece of paper writes your paycheck. If you can't handle dealing with the random jerkoffs or can't understand someone being pissed that they've paid for something and it doesn't work, your company fucked up, or they're just plain stupid and didn't read the manual go dig ditches for a living and holler back about difficult jobs.
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Don't be too quick to judge that someone may suck at thier job or not... it has little to do with that. If your personal belief is to think CSR's as corporate punching bags that's your call.... but it's far from fact. I don't understand anyone who feels they have a right to walk all over you for whatever reason... and i don't understand anyone who thinks there are job titles that entitle this.
 
Isotope said:
  1. Those that do care to do their job to the best of their abilities get treated like shit by a cust. who feels their justified in treating them like crap (you most likely) before giving the CSR a chance to help resolve their concerns based on the actions of a previous CSR. These CSR (like me) after being treated rudly by the cust. w/no reason caused by themselves then lose concern for the cust.'s issue & are less likely to give a damn.
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Your JOB as a CSR is to serve customers, it is NOT to get treated fairly. If you do get treated unfairly then it is your JOB to find a resolution for the customer, NOT a resolution for yourself.

If a customer has frustration with your company then guess what, your there to accept that frustration and resolve it, your not there to get treated with respect when your company gives bad service to the customer. Your company hired you to resolve these kind of issues, and make the customer happy.

This is like crisis center employees complaining that people calling them are mad and whiney and that people should "compose" themselves before calling them. :irked:

The main source of the problem is that the people they hire to fill CSR have no clue what thier job is, how important a role they play in bussiness, and are probably not skilled enough to do the job as is.

Folks there is always jobs that don't require you to interact with people as much if you don't like doing so, garbage man, construction, maid, clean yard, cook at McDonalds, etc......

If you can't handle grouchy people then don't work in Customer Service, otherwise you look unprofessoinal, you stand out like a sore thumb that you don't know your job (anybody whos any good in CSR knows people are bitchy and how to handle them), and you might as well forget a career in the lucrative job of high-end sales. Because with your attitude you'll be stuck in the low level jobs forever.
 
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