Comments on: Solving Customer Service Problems http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/ personal finance tips, tricks, and commentary Sat, 21 Nov 2009 17:19:36 -0500 http://wordpress.org/?v=abc hourly 1 By: Simon Gillis http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-136090 Simon Gillis Wed, 04 Nov 2009 12:57:10 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-136090 HI can you help me with an annoying problem Why can't I swich to classic mail? I keep been sent back to been asked for my e mail add.? Simon HI can you help me with an annoying problem Why can’t I swich to classic mail? I keep been sent back to been asked for my e mail add.? Simon

]]> By: Walter C. Moore http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-134163 Walter C. Moore Fri, 14 Aug 2009 16:05:11 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-134163 We recently spent about $2800 to fix a leaking roof. Will you reimburse us for that? We recently spent about $2800 to fix a leaking roof. Will you reimburse us for that?

]]> By: Gonzalo Rodriguez http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-122857 Gonzalo Rodriguez Fri, 29 Aug 2008 16:12:07 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-122857 Is the number for EchoStar Communications Corporation (DISH) a toll free number? ( 303-723-1000) Is the number for EchoStar Communications Corporation (DISH) a toll free number? ( 303-723-1000)

]]> By: nhman http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-115412 nhman Sat, 16 Feb 2008 16:14:43 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-115412 Whatever you do, don\'t exaggerate when taking notes and by all means don\'t lie to the reps because almost always the calls are recorded and reps will put exactly what you say into your account for the future. By all means, be firm but don\'t lose control. That really sets yourself up for failure in getting a resolution, unfortunately though, many people have anger problems and tend to scream and yell. While its fine to vent, this really won\'t get you anywhere quickly because you will then be known as that type of customer and no one will want to deal with you, or they may take care of your needs so quickly and will do anything to get you to stop calling that a new issue may arise as a result in you rushing and screaming. As upset as you may be, customers do NOT know the company policies and procedures which is why sometimes it takes a while to get resolution, so don't assume that your idea is going to solve anything. It wont, leave it up to the people that are being paid to resolve any customer issues, and definitely follow up if you need to but do not call every 5 minutes or else you will create your own anger from being told the same thing over and over. Enjoy. Whatever you do, don\’t exaggerate when taking notes and by all means don\’t lie to the reps because almost always the calls are recorded and reps will put exactly what you say into your account for the future.
By all means, be firm but don\’t lose control. That really sets yourself up for failure in getting a resolution, unfortunately though, many people have anger problems and tend to scream and yell. While its fine to vent, this really won\’t get you anywhere quickly because you will then be known as that type of customer and no one will want to deal with you, or they may take care of your needs so quickly and will do anything to get you to stop calling that a new issue may arise as a result in you rushing and screaming.
As upset as you may be, customers do NOT know the company policies and procedures which is why sometimes it takes a while to get resolution, so don’t assume that your idea is going to solve anything. It wont, leave it up to the people that are being paid to resolve any customer issues, and definitely follow up if you need to but do not call every 5 minutes or else you will create your own anger from being told the same thing over and over.
Enjoy.

]]> By: Danhy Overstreet http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-78286 Danhy Overstreet Tue, 03 Jul 2007 15:55:21 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-78286 Great site for dealing with customer no-service. I've been trying to resolve a billing dispute with AT&T for a week. I called the headquarters office and kindly explained my dilemma, asking to speak with Corporate Customer Service. A person in the Executive Office actually answered the phone and committed to have it resolved immediately. She even provided her direct number should I need to follow up. Great site for dealing with customer no-service. I’ve been trying to resolve a billing dispute with AT&T for a week. I called the headquarters office and kindly explained my dilemma, asking to speak with Corporate Customer Service. A person in the Executive Office actually answered the phone and committed to have it resolved immediately. She even provided her direct number should I need to follow up.

]]> By: James Staut http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-68928 James Staut Fri, 02 Mar 2007 23:40:43 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-68928 Thanks for the post. These are some pretty helpful tips. Dealing with customer service agents over the phone can be a real headache. I've had numerous negative experiences with CS centers and in each case I was left feeling frustrated without any way to press my claims. However, I've recently came across a new and free service that I think provides a great utility in this regards. The service is called 321-CALL-LOG and it allows users to automatically record, authenticate, and notarize telephone and email conversations they have with customer service representatives. It is meant to empower consumers by offering a set of feature intended to make companies accountable for their poor customer service. In order to be legally compliant the service announces to the agent every 3 minutes that the call is being recorded. When a call has been completed users are able to retrieve and email their calls to customer services reps through the website. In this way 321-CALL-LOG gives consumers a systematic way to make customer service reps accountable for what they say or promised to consumers. I have been using the service and have become a fan. These guys are just getting started but I can see that they are on track to provide a truly great CS service. I just wanted to make you guys aware so that you can let other RipOffReport users know about the site. Checkout the site at: www.321calllog.com Currently the service is on invitation only bases but BETA account are very accessible. Thanks for the post. These are some pretty helpful tips.

Dealing with customer service agents over the phone can be a real headache. I’ve had numerous negative experiences with CS centers and in each case I was left feeling frustrated without any way to press my claims. However, I’ve recently came across a new and free service that I think provides a great utility in this regards.

The service is called 321-CALL-LOG and it allows users to automatically record, authenticate, and notarize telephone and email conversations they have with customer service representatives. It is meant to empower consumers by offering a set of feature intended to make companies accountable for their poor customer service. In order to be legally compliant the service announces to the agent every 3 minutes that the call is being recorded. When a call has been completed users are able to retrieve and email their calls to customer services reps through the website. In this way 321-CALL-LOG gives consumers a systematic way to make customer service reps accountable for what they say or promised to consumers.

I have been using the service and have become a fan. These guys are just getting started but I can see that they are on track to provide a truly great CS service. I just wanted to make you guys aware so that you can let other RipOffReport users know about the site.

Checkout the site at:
http://www.321calllog.com

Currently the service is on invitation only bases but BETA account are very accessible.

]]> By: WTF http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-60818 WTF Sun, 21 Jan 2007 01:43:11 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-60818 " I sometimes wonder if they don?t just pass the phone to the CSR in the next cubicle" Haa Haa. Actually, sometimes that is what we do. And if the customer is swearing or being unreasonable, we put them on hold and make fun of them. But if you call in and are nice, just stick to the problem and what you want to resolve it, we are authorized up to a certain dollar amount to make an adjustment. But if a customer is rude, they won't get it from me. Don't ask me what I would do in the situation, don't bring feelings into it. Just say what amount you want adjusted, and if it's reasonable, I'll do it and if I'm able to I'll give extra for your trouble. BUT only if you are calm and collected. Just my thoughts on this. ” I sometimes wonder if they don?t just pass the phone to the CSR in the next cubicle”

Haa Haa. Actually, sometimes that is what we do. And if the customer is swearing or being unreasonable, we put them on hold and make fun of them.

But if you call in and are nice, just stick to the problem and what you want to resolve it, we are authorized up to a certain dollar amount to make an adjustment. But if a customer is rude, they won’t get it from me.

Don’t ask me what I would do in the situation, don’t bring feelings into it. Just say what amount you want adjusted, and if it’s reasonable, I’ll do it and if I’m able to I’ll give extra for your trouble. BUT only if you are calm and collected.

Just my thoughts on this.

]]> By: Davros http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-31381 Davros Sat, 28 Oct 2006 13:08:15 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-31381 I came by via a link from the Consumerist. Glad they cited this article, not enough of these guides properly emphasis politeness. For a few years I was a third party Customer Service Rep for AT&T Wireless. Again, cannot emphasis the huge impact politeness makes. Although it is different in different call centres/industries the supervisors for us were just our supervisors. They were there to make sure we came to work, returned from breaks on time, and to file the appropriate paper work for adminstrative matters. They had exactly the same authority as us in managing customer accounts. I once witnessed two supervisors in training taking regular calls simulataneously get a request for a supervisor. The one supervisor on duty in our section was busy so she has the two in training transfer the calls to each other. And they were sitting next to each other. During my tenure there I spent some time in email customer care. At the time the policy was delete unread anything sent in via Planet Feedback. In reality we gathered everyone around to read and subsequently mock the message before deleting it. Planet Feedback seemed to always have the most stupid and entertaining customers. Do not know why that was. Regardless, even if you have a polite, valid complaint, know that at least one big company deletes Planet Feedback messages unread. I came by via a link from the Consumerist. Glad they cited this article, not enough of these guides properly emphasis politeness.

For a few years I was a third party Customer Service Rep for AT&T Wireless. Again, cannot emphasis the huge impact politeness makes.

Although it is different in different call centres/industries the supervisors for us were just our supervisors. They were there to make sure we came to work, returned from breaks on time, and to file the appropriate paper work for adminstrative matters. They had exactly the same authority as us in managing customer accounts.

I once witnessed two supervisors in training taking regular calls simulataneously get a request for a supervisor. The one supervisor on duty in our section was busy so she has the two in training transfer the calls to each other. And they were sitting next to each other.

During my tenure there I spent some time in email customer care. At the time the policy was delete unread anything sent in via Planet Feedback. In reality we gathered everyone around to read and subsequently mock the message before deleting it. Planet Feedback seemed to always have the most stupid and entertaining customers. Do not know why that was.

Regardless, even if you have a polite, valid complaint, know that at least one big company deletes Planet Feedback messages unread.

]]> By: Kristi Nowicki http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-28723 Kristi Nowicki Mon, 16 Oct 2006 20:00:19 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-28723 I signed up for Dish Network almost a year ago and signed the contract for 18 mths of service which was a HUGE mistake! Actually signing up with Dish Network is a HUGE MISTAKE! The customer service sucks!!! I have never had such POOR service in my life!! I originally received 120 channels for 29.95 a month which they continued to mischarge me for (almost $100.00 a mth) I am now on the family channel plan for min. channels and still being billed at least $50 a mth. I have had the wrong equipment delivered twice and when they were supposed to show up the third time to exchange what they originally messed up on the tech never showed. They have CONTINUED to bill me for the wrong equipment they gave me and still have not resolved the issue. In the meantime I have spend OVER 20 hours in phone calls, tech visits, emails and have NOT even come close to having my bills corrected. I CANNOT STAND THIS COMPANY!! I WARN YOU TO NOT SIGN UP FOR DISH!!! I signed up for Dish Network almost a year ago and signed the contract for 18 mths of service which was a HUGE mistake! Actually signing up with Dish Network is a HUGE MISTAKE! The customer service sucks!!! I have never had such POOR service in my life!! I originally received 120 channels for 29.95 a month which they continued to mischarge me for (almost $100.00 a mth) I am now on the family channel plan for min. channels and still being billed at least $50 a mth. I have had the wrong equipment delivered twice and when they were supposed to show up the third time to exchange what they originally messed up on the tech never showed. They have CONTINUED to bill me for the wrong equipment they gave me and still have not resolved the issue. In the meantime I have spend OVER 20 hours in phone calls, tech visits, emails and have NOT even come close to having my bills corrected. I CANNOT STAND THIS COMPANY!! I WARN YOU TO NOT SIGN UP FOR DISH!!!

]]> By: Northern Girl http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25480 Northern Girl Thu, 21 Sep 2006 20:41:38 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25480 Document, document, document...good advice when dealing with just about anyone on the phone (including in-laws). (Found you through the ProBlogger Writing Project) Document, document, document…good advice when dealing with just about anyone on the phone (including in-laws).

(Found you through the ProBlogger Writing Project)

]]> By: MamaDuck http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25444 MamaDuck Thu, 21 Sep 2006 14:26:51 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25444 LOL and the suggestion of being mentioned on the website/blog/being bashed to all my other friends in my business is usually enough to scare them into doing the right thing, hee hee hee. <a href="http://lilduckduck.com/how-to-be-a-parent-and-still-have-fun/299" rel="nofollow">Our how-to is up as well</a> if you'd like to check it out!! LOL and the suggestion of being mentioned on the website/blog/being bashed to all my other friends in my business is usually enough to scare them into doing the right thing, hee hee hee. Our how-to is up as well if you’d like to check it out!!

]]> By: Olivia http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25391 Olivia Thu, 21 Sep 2006 04:28:12 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25391 A very, very useful list. I especially liked the "drown them in detail" tip. It is so important to me to get value for the money I spend on goods and services; this will be very helpful. Thank you! A very, very useful list. I especially liked the “drown them in detail” tip. It is so important to me to get value for the money I spend on goods and services; this will be very helpful. Thank you!

]]> By: Scott English http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25365 Scott English Wed, 20 Sep 2006 21:43:35 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25365 Having been on both sides of the coin, I can respect both positions. I once worked a CSR position that felt like we were there as damage control instead of to help customers. Our main task being to filter out as many customers as possible before they could get escalated to a smaller number of techs whom had the necessary training to resolve issues. This was a very useful post with some great link resources. Thank you. Having been on both sides of the coin, I can respect both positions. I once worked a CSR position that felt like we were there as damage control instead of to help customers. Our main task being to filter out as many customers as possible before they could get escalated to a smaller number of techs whom had the necessary training to resolve issues.

This was a very useful post with some great link resources. Thank you.

]]> By: nickel http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25336 nickel Wed, 20 Sep 2006 15:14:18 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25336 Jersey Girl: I couldn't agree more. That's why rule #1 is to be firm but polite. You need to be clear about what the problem is and what needs to be done to fix it, but you *have* to be polite. In the vast majority of cases, the CSR on the other end of the phone line didn't create the problem. Thus, while they represent the entity that screwed you over, it's not their personal fault. Treat them with respect and they're much more likely to go out of their way for you. Jersey Girl: I couldn’t agree more. That’s why rule #1 is to be firm but polite. You need to be clear about what the problem is and what needs to be done to fix it, but you *have* to be polite. In the vast majority of cases, the CSR on the other end of the phone line didn’t create the problem. Thus, while they represent the entity that screwed you over, it’s not their personal fault. Treat them with respect and they’re much more likely to go out of their way for you.

]]> By: Jersey Girl http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25335 Jersey Girl Wed, 20 Sep 2006 15:08:17 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25335 I worked for a major cable company a few years back, and my best tip (from being on the other end of the phone)is don't yell or get angry...hostility gets you nowhere. If you are polite you'd be surprised how much quicker things are resolved. I've been yelled at, cursed at and other things....i wasn't the one that turned their cable off...i was the one trying to help them get it back on, but certainly not any quicker when they started being rude and hostile...polite people always stood out in my booko. I worked for a major cable company a few years back, and my best tip (from being on the other end of the phone)is don’t yell or get angry…hostility gets you nowhere. If you are polite you’d be surprised how much quicker things are resolved. I’ve been yelled at, cursed at and other things….i wasn’t the one that turned their cable off…i was the one trying to help them get it back on, but certainly not any quicker when they started being rude and hostile…polite people always stood out in my booko.

]]> By: Graham English http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25330 Graham English Wed, 20 Sep 2006 14:12:00 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25330 I need that one a long time ago! I'm bookmarking this. I need that one a long time ago! I’m bookmarking this.

]]> By: Larry Nusbaum http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25317 Larry Nusbaum Wed, 20 Sep 2006 13:19:24 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25317 Do business with small buisnesses only Do business with small buisnesses only

]]> By: Matt http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25311 Matt Wed, 20 Sep 2006 12:09:22 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25311 There is nothing worse than a bad experience with customer service. I would have never thought to call the BBB. Thanks for contributing to the Group Writing Project at ProBlogger. There is nothing worse than a bad experience with customer service. I would have never thought to call the BBB. Thanks for contributing to the Group Writing Project at ProBlogger.

]]> By: Brad Shorr http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25307 Brad Shorr Wed, 20 Sep 2006 10:53:10 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25307 Excellent suggestions. Lately, I've actually noticed improvement with American Airlines and SBC. Still, it seems like it's the luck of the draw as to whether my problem gets resolved. Sometimes I get a customer service rep who knows his/her stuff and really cares. Other times, the rep just goes through the motions. Excellent suggestions. Lately, I’ve actually noticed improvement with American Airlines and SBC. Still, it seems like it’s the luck of the draw as to whether my problem gets resolved. Sometimes I get a customer service rep who knows his/her stuff and really cares. Other times, the rep just goes through the motions.

]]> By: Mandy http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25189 Mandy Tue, 19 Sep 2006 12:50:19 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25189 Thanks, this is definitely important stuff. Of course it is easier to check the BBB before you do business with a company. I had major problems with InPhonic (Wirefly.com) and cell phone rebates. I had to contact BBB, State Attorney General, as well as the government Dept of Consumer Services. Eventually I got my $100, months after the 6 month waiting period that Inphonic promised it. Thanks, this is definitely important stuff. Of course it is easier to check the BBB before you do business with a company. I had major problems with InPhonic (Wirefly.com) and cell phone rebates. I had to contact BBB, State Attorney General, as well as the government Dept of Consumer Services. Eventually I got my $100, months after the 6 month waiting period that Inphonic promised it.

]]> By: FMF http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/comment-page-1/#comment-25188 FMF Tue, 19 Sep 2006 12:45:32 +0000 http://www.fivecentnickel.com/2006/09/19/solving-customer-service-problems/#comment-25188 Sears. Hate 'em. Got a bad elliptical. Can't get it fixed. This post is right on -- good stuff. Sears. Hate ‘em. Got a bad elliptical. Can’t get it fixed.

This post is right on — good stuff.

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