If you use my question and cannot pronounce my user name. Just call me Adam.
Over the past few years I have had the displeasure of dealing with terrible customer service from Comcast, HP, and local auto body shops/mechanics. So my question is. Have you ever had a customer service experience with anyone that made you rage?
Some definitions below.
Not wanting to cancel a service even though you do not want the service anymore.
Arguing with you.
Assuming that the problem you are having is your fault.
Not TS staff but I'll weigh in on the issue:
I worked at a telemarketer and anybody who's worked in both TM and Third Party Customer Service knows that the job is almost one in the same in terms of strategy.
- Deal with the most calls efficiently and effectively possible in a day's work. This is especially true for call centers that have commission as incentive for "better" performance. All they really care about is the numbers, getting the sale, etc. You're a peon in the grand scheme of things.
- Do NOT take no for an answer. You do whatever it takes to "get the sale" or, in this case, retain the customer. They've been told that no matter what, don't let a customer cancel their service, even if you have to almost bully them. Some call centers will have an incentive for customer retention.
- Turnover is high in these call centers so those who work there have been taught rigorous strategies that work in customer retention. It's almost a dog eat dog position that creates a certain level of stress, which is where a lot of the anger comes from.
- Lastly, since the CS is Third Party, often times you'll connect to someone who doesn't specifically even work for Comcast or HP, etc. and they've technically got nothing to lose in their eyes because they don't work for the first party company.
It's very difficult being on the receiving end of the CS phone call and it's even worse working in Telemarketing (it will suck out your soul). I'm not saying to "have sympathy" but I say that if you feel that with these big companies, you're not getting any progress, try speaking to somebody who's a little higher up than the customer service representative.
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