Basically, Project 3-7, "Pay Attention When You Are The Customer"
Please note an example whereby you were the customer and experienced a great deal of frustration over how a call was handled. Please recap that experience here.
I was trying to get something at a discount price a few years ago and got sucked into signing up for columbia house DVD club. When I attempted to cancel the membership I got talked into a different option. Then a few months later my "different option" got defaulted back to the previous contract I orgigianally wanted out off So when I attempted to cancel the membership the second time it took my about an hour. First I got transferred around their automated telephone system only to find there was no option to cancel on the number they give you. Then I was advised to cancel on the internet so I clicked around on their website for an aditional half an hour or so trying to find this SO CALLED cancel option. Then I dug through old mail trying to find some crap they'd sent me to find a different # I finally got through to a real live person and tore them a new one. Just kidding I tried to be polite but direct and told them I didn't want any other options just cancel my account COMPLETLY! It was a night mare, never again. I learned my lesson
My most hated calls from call centers is when they decide to call you at meal time. Then you get an automated call that says "we have an important call for you but unfortunately all of our representatives are busy assisting other callers". That is like nails on a chalkboard to me. If it was so important then let me talk to someone right away.
I was having issues with my phone bill, it was saying I recieved a credit of $300.00 but still owed the amount of the bill. I was calling to see if the credit covered my bill. I dealt with the automated telephone system for about 30 mintutes where I was finally placed on hold for an additional half an hour.When I finally reached an analyst, they transfered me to numerous people and surprise surprise no one could assist me. Each time I was transfered I would have to provide the same information, my name, telephone number, password, ect. and then I'd be transfered again. I got very frustrated and still no one could help me! After dealing with the company for over and hour and some complaining on my part, finally I was just advised to pay my bill as usual, because no one knew how to help me with my problem. They did deducted $100 from my bill because of the hassel I had to go through without any result. So, it was very annoying and time consuming, but it did pay off in the end.
I called COX to try and figure out why they were charging me more a month then they were suppposed to. I called tech support and they transfered me to sales (or something like that) there they told me something completly different then what the other person said it was. I then sat on the phone for a half an hour why they did research on why i was getting charged. Half way through they tried to send me back over to tech. support. But i told them that tech. support couldnt help me. Finnaly they figured out why i was getting charged. It was because we bought a wirless modem and did a 3 month payment plan! i dont see how it took them 45 min. to tell me that.
I had a customer that wanted to buy a dog and wanted to see if she could get approved to do financing. So I did the credit application and faxed it to Wells Fargo and they faxed a reply back saying that she was approved for $2,000. Well, when I went to call it in the automation said that she was only approved for $100. This wasn't enough for her to get the dog so I called my manager over to see if she could figure out what was going on. She could not figure it out either. So she called Wells Fargo again to try and get a person on the line (This took forever). When we finally did get a person she also told us that she was only approved for $100. So, the obvious question was "why did the fax come back saying that she was approved for $2000?" The woman said "I don't know?" Mean while my customer was in tears because she had already fallen in love with this dog and now she was afraid that she might not be able to get it. Then she told us that she was approved for $2000 at this other pet store and was about to get a dog there but then backed out at the last minute. So, we then had to ask the other pet store to call Wells Fargo and cancle her credit application she did there. After 4 painful hours we finally got it resolved and she was finally able to take the dog home.
I usually get some random calls from time to time on my cell phone where people try to sell me things.
I remember once I got a phone call from someone trying to sell certifications. The first guy asked me a few questions, questions that made sure that I was qualified to PAY for the product, meaning that I am the correct age for them to swipe my money. After he got his information, he did a warm transfer to a guy to try and persuade me by slowly getting to the point of the product (dreadfully slow), it was a pain to even get to the point where I find out what the damn call was all about. I should have ended the call a lot sooner, but I thought I'd humor the guy.
The guy assumed that I didn't know anything about certifications or the "real world" work experience, which in the end offended me. At the time I was 18 I believe, but I had already obtained a few certifications in high school. I understood my options and tried to tell him that some of his persuasive information was not true, but debatable. I also told him I was not interested at the time because certifications have a limit of being valid (usually 3 years).
After I tell him in about 20 different ways, that I was not interested in the product/service that they provide, he put me on hold and directed me to someone else! I just hung up during the hold. Good job at keeping me on the phone, but inefficient if you know the person is not going to buy the product.
I hate automated systems where you can never get a person. On charter cable when we where havening problems with our modem and every time we called we had to go through the modem reset options till we got a real person.
I was a customer with old navy, and i had purchased a credit card. With purchasing this credit card, they had gave me wrong information, and when trying to cancel it caused a great deal of complications and problems. I ended up giving them more money than I spent, which gave me a horrible experience with my first credit card.
A couple of weeks ago, I tried to cancel my home phone service through Cox to save me some money since I just use my cell phone anyway. The customer service person tried to convince me that I should keep it for the 911 emergency service. Finally, after several minutes of debating with them, I got the service cancelled.
I was trying to find out the reason why my internet wasnt working. So i called cavaler to see what was wrong. First when i called i was on hold like thirty minutes after that i hung up because i had some errands to run. After that i called back when i got home again i was on hold another twenty minutes listening to all their advertisements, so when i finally got in touch with someone that person told me i called the wrong department so i should hold so he could transfer me to the right person. After that i was on hold another thirty minutes. Finally when i got in touch with the second person i told him my problem, so he took me throught the steps of correcting the problem so we finally found out there was something wrong with the line so they would send someone out to my house. So the day someone came which i didnt even know the person had came but the internet still wasnt working so i had to call cavalier again on hold another twenty minutes told them it wasnt working so they did a check on the line and they said it was working fine. So they told me to cut the computer off and start over again, so i hung up and decided to wait till the next day. So when the next day came i tried hooking up the computer and making sure all the connections was all connected together. So after all of that i tried again and the internet still wasnt working, so by this time i was pissed cuz it was an on going process of not get anywhere so i called cavailer again pissed off and told them i was upset and was ready for them to give me my money back because of the service that i've been given poor service for three days in a row so eventually the customer service rep apologized and said that they would send someone out to my house again, so i would have to be there so he would have come in the house. So after he came everything worked fine.
My most recent customer service experience was when I had to contact the IRS to get a copy of my 2007 tax return to complete my financial aid application. The automated system is like Fort Knox, talking to a live person is almost impossible. When you finally make the right selections to get you connected to an individual, your then put on hold for a minimum of 30 minutes. While you waiting you hear horrible music and every now and then you hear how important you call is to them and then they give you other options to contact them, such as by e-mail, or via their website. When I finally got a rep, she rambled out her operator id, and I advised her that i need a copy of my return. I then provided my information and provided a public fax#. She advised me that she will fax the information to me right away. I waited and waited, an hour went by so i decided to call back. I went through the same process again and finally spoke to another rep who advised me that they were having system problems and cant pull up any 2007 returns???? I was upset, i advised him that I gave the previous rep a public fax# and did not want my information sent at any given time. Of course there was nothing he could do to rectify the situation, so all i could do was wait and hope the next day I would be the first person to check the fax.
When I was canceling COX because our house recently switched over to verizon, the people on the other end of the line were relentless. They would keep saying how COX cable is so much better than Verizon and quoting certain deals they had going. They just wouldn't give up. I finally got was able to find my copy of the Verizon contract and quoted to him the deal I had which was substantially better than what the COX guy had just quoted to me. He finally ended the call with a polite "Is there anything else I can help you with?"
15 comments:
I was trying to get something at a discount price a few years ago and got sucked into signing up for columbia house DVD club. When I attempted to cancel the membership I got talked into a different option. Then a few months later my "different option" got defaulted back to the previous contract I orgigianally wanted out off So when I attempted to cancel the membership the second time it took my about an hour. First I got transferred around their automated telephone system only to find there was no option to cancel on the number they give you. Then I was advised to cancel on the internet so I clicked around on their website for an aditional half an hour or so trying to find this SO CALLED cancel option. Then I dug through old mail trying to find some crap they'd sent me to find a different # I finally got through to a real live person and tore them a new one. Just kidding I tried to be polite but direct and told them I didn't want any other options just cancel my account COMPLETLY! It was a night mare, never again. I learned my lesson
My most hated calls from call centers is when they decide to call you at meal time. Then you get an automated call that says "we have an important call for you but unfortunately all of our representatives are busy assisting other callers". That is like nails on a chalkboard to me. If it was so important then let me talk to someone right away.
I was trying to cancel my AOL account. I end up keeping my account for less money!
I was having issues with my phone bill, it was saying I recieved a credit of $300.00 but still owed the amount of the bill. I was calling to see if the credit covered my bill. I dealt with the automated telephone system for about 30 mintutes where I was finally placed on hold for an additional half an hour.When I finally reached an analyst, they transfered me to numerous people and surprise surprise no one could assist me. Each time I was transfered I would have to provide the same information, my name, telephone number, password, ect. and then I'd be transfered again. I got very frustrated and still no one could help me! After dealing with the company for over and hour and some complaining on my part, finally I was just advised to pay my bill as usual, because no one knew how to help me with my problem. They did deducted $100 from my bill because of the hassel I had to go through without any result. So, it was very annoying and time consuming, but it did pay off in the end.
I called COX to try and figure out why they were charging me more a month then they were suppposed to. I called tech support and they transfered me to sales (or something like that) there they told me something completly different then what the other person said it was. I then sat on the phone for a half an hour why they did research on why i was getting charged. Half way through they tried to send me back over to tech. support. But i told them that tech. support couldnt help me. Finnaly they figured out why i was getting charged. It was because we bought a wirless modem and did a 3 month payment plan! i dont see how it took them 45 min. to tell me that.
I had a customer that wanted to buy a dog and wanted to see if she could get approved to do financing. So I did the credit application and faxed it to Wells Fargo and they faxed a reply back saying that she was approved for $2,000. Well, when I went to call it in the automation said that she was only approved for $100. This wasn't enough for her to get the dog so I called my manager over to see if she could figure out what was going on. She could not figure it out either. So she called Wells Fargo again to try and get a person on the line (This took forever). When we finally did get a person she also told us that she was only approved for $100. So, the obvious question was "why did the fax come back saying that she was approved for $2000?" The woman said "I don't know?" Mean while my customer was in tears because she had already fallen in love with this dog and now she was afraid that she might not be able to get it. Then she told us that she was approved for $2000 at this other pet store and was about to get a dog there but then backed out at the last minute. So, we then had to ask the other pet store to call Wells Fargo and cancle her credit application she did there. After 4 painful hours we finally got it resolved and she was finally able to take the dog home.
I usually get some random calls from time to time on my cell phone where people try to sell me things.
I remember once I got a phone call from someone trying to sell certifications. The first guy asked me a few questions, questions that made sure that I was qualified to PAY for the product, meaning that I am the correct age for them to swipe my money. After he got his information, he did a warm transfer to a guy to try and persuade me by slowly getting to the point of the product (dreadfully slow), it was a pain to even get to the point where I find out what the damn call was all about. I should have ended the call a lot sooner, but I thought I'd humor the guy.
The guy assumed that I didn't know anything about certifications or the "real world" work experience, which in the end offended me. At the time I was 18 I believe, but I had already obtained a few certifications in high school. I understood my options and tried to tell him that some of his persuasive information was not true, but debatable. I also told him I was not interested at the time because certifications have a limit of being valid (usually 3 years).
After I tell him in about 20 different ways, that I was not interested in the product/service that they provide, he put me on hold and directed me to someone else! I just hung up during the hold. Good job at keeping me on the phone, but inefficient if you know the person is not going to buy the product.
Greg
I hate automated systems where you can never get a person. On charter cable when we where havening problems with our modem and every time we called we had to go through the modem reset options till we got a real person.
I was a customer with old navy, and i had purchased a credit card. With purchasing this credit card, they had gave me wrong information, and when trying to cancel it caused a great deal of complications and problems. I ended up giving them more money than I spent, which gave me a horrible experience with my first credit card.
A couple of weeks ago, I tried to cancel my home phone service through Cox to save me some money since I just use my cell phone anyway. The customer service person tried to convince me that I should keep it for the 911 emergency service. Finally, after several minutes of debating with them, I got the service cancelled.
I was trying to find out the reason why my internet wasnt working. So i called cavaler to see what was wrong. First when i called i was on hold like thirty minutes after that i hung up because i had some errands to run. After that i called back when i got home again i was on hold another twenty minutes listening to all their advertisements, so when i finally got in touch with someone that person told me i called the wrong department so i should hold so he could transfer me to the right person. After that i was on hold another thirty minutes. Finally when i got in touch with the second person i told him my problem, so he took me throught the steps of correcting the problem so we finally found out there was something wrong with the line so they would send someone out to my house. So the day someone came which i didnt even know the person had came but the internet still wasnt working so i had to call cavalier again on hold another twenty minutes told them it wasnt working so they did a check on the line and they said it was working fine. So they told me to cut the computer off and start over again, so i hung up and decided to wait till the next day. So when the next day came i tried hooking up the computer and making sure all the connections was all connected together. So after all of that i tried again and the internet still wasnt working, so by this time i was pissed cuz it was an on going process of not get anywhere so i called cavailer again pissed off and told them i was upset and was ready for them to give me my money back because of the service that i've been given poor service for three days in a row so eventually the customer service rep apologized and said that they would send someone out to my house again, so i would have to be there so he would have come in the house. So after he came everything worked fine.
My most recent customer service experience was when I had to contact the IRS to get a copy of my 2007 tax return to complete my financial aid application. The automated system is like Fort Knox, talking to a live person is almost impossible. When you finally make the right selections to get you connected to an individual, your then put on hold for a minimum of 30 minutes. While you waiting you hear horrible music and every now and then you hear how important you call is to them and then they give you other options to contact them, such as by e-mail, or via their website. When I finally got a rep, she rambled out her operator id, and I advised her that i need a copy of my return. I then provided my information and provided a public fax#. She advised me that she will fax the information to me right away. I waited and waited, an hour went by so i decided to call back. I went through the same process again and finally spoke to another rep who advised me that they were having system problems and cant pull up any 2007 returns???? I was upset, i advised him that I gave the previous rep a public fax# and did not want my information sent at any given time. Of course there was nothing he could do to rectify the situation, so all i could do was wait and hope the next day I would be the first person to check the fax.
When I was canceling COX because our house recently switched over to verizon, the people on the other end of the line were relentless. They would keep saying how COX cable is so much better than Verizon and quoting certain deals they had going. They just wouldn't give up. I finally got was able to find my copy of the Verizon contract and quoted to him the deal I had which was substantially better than what the COX guy had just quoted to me. He finally ended the call with a polite "Is there anything else I can help you with?"
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