...to help new "customer service " employee...
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I would like to "publish" a guide to newly hired "customer service agent ". Here is a start - in no particular order: (do not fix it ) get a new one it is a user's (customer's) fault RTFM "customer is always right " no longer applies it is working fine here
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I would like to "publish" a guide to newly hired "customer service agent ". Here is a start - in no particular order: (do not fix it ) get a new one it is a user's (customer's) fault RTFM "customer is always right " no longer applies it is working fine here
Quote:
it is working fine here
That's the one that gets me the most infuriated.
The difficult we do right away... ...the impossible takes slightly longer.
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Quote:
it is working fine here
That's the one that gets me the most infuriated.
The difficult we do right away... ...the impossible takes slightly longer.
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I would like to "publish" a guide to newly hired "customer service agent ". Here is a start - in no particular order: (do not fix it ) get a new one it is a user's (customer's) fault RTFM "customer is always right " no longer applies it is working fine here
1. Clear your cache. 2. Clear your cookies. 3. Reboot. I've almost told some of these types to get stuffed. What stops me is knowing it's rarely their fault, but that of people who want to put customers through an escalation sequence because 80% of the calls to the help desk are from idiots.
Robust Services Core | Software Techniques for Lemmings | Articles
The fox knows many things, but the hedgehog knows one big thing. -
I would like to "publish" a guide to newly hired "customer service agent ". Here is a start - in no particular order: (do not fix it ) get a new one it is a user's (customer's) fault RTFM "customer is always right " no longer applies it is working fine here
I can tell you that the manager would tell the CSR to grab a screw driver, mop or whatever. Every time; every day.
"Before entering on an understanding, I have meditated for a long time, and have foreseen what might happen. It is not genius which reveals to me suddenly, secretly, what I have to say or to do in a circumstance unexpected by other people; it is reflection, it is meditation." - Napoleon I
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1. Clear your cache. 2. Clear your cookies. 3. Reboot. I've almost told some of these types to get stuffed. What stops me is knowing it's rarely their fault, but that of people who want to put customers through an escalation sequence because 80% of the calls to the help desk are from idiots.
Robust Services Core | Software Techniques for Lemmings | Articles
The fox knows many things, but the hedgehog knows one big thing.Quote:
What stops me is knowing it's rarely their fault, but that of people who want to put customers through an escalation sequence because 80% of the calls to the help desk are from idiots.
What I can perfectly understand, but at least they should have a shortcut for issues from people that are calmed, polite and look like they know what they are saying. Instead of having to waste hours / days with people that hasn't an :elephant:ing clue and do not trust on what you say (or they don't even know what the heck are you talking about) because the system checks and rewards time consumed and things from the database checked on the moron customer's side.
M.D.V. ;) If something has a solution... Why do we have to worry about?. If it has no solution... For what reason do we have to worry about? Help me to understand what I'm saying, and I'll explain it better to you Rating helpful answers is nice, but saying thanks can be even nicer.
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1. Clear your cache. 2. Clear your cookies. 3. Reboot. I've almost told some of these types to get stuffed. What stops me is knowing it's rarely their fault, but that of people who want to put customers through an escalation sequence because 80% of the calls to the help desk are from idiots.
Robust Services Core | Software Techniques for Lemmings | Articles
The fox knows many things, but the hedgehog knows one big thing. -
I would like to "publish" a guide to newly hired "customer service agent ". Here is a start - in no particular order: (do not fix it ) get a new one it is a user's (customer's) fault RTFM "customer is always right " no longer applies it is working fine here
May I submit another: "No one else has complained about that" (Often it's because they have experience reporting complaints and know better not to bother)
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1. Clear your cache. 2. Clear your cookies. 3. Reboot. I've almost told some of these types to get stuffed. What stops me is knowing it's rarely their fault, but that of people who want to put customers through an escalation sequence because 80% of the calls to the help desk are from idiots.
Robust Services Core | Software Techniques for Lemmings | Articles
The fox knows many things, but the hedgehog knows one big thing.Greg Utas wrote:
because 80% of the calls to the help desk are from idiots.
That might be low. My most memorable experience as someone trying to help ... Customer cussed me out after I explained he would need to turn on the computer with the switch on the side of the box. Not because he hadn't turned it on but rather because he thought it should not have an on/off button.
