CSR hall of shame

[Jarda]

I not sure if it's OK to post but nice article most of which we all know. Some not so surprising names

http://articles.moneycentral.msn.com/SavingandDebt/Advice/TheCustomerServiceHallOfShame.aspx

Jarad

[Earl Bonovich]

Someone sent me that article earlier: carnage
But I didn't get a chance to review it...

Looking at the list...

How can you compare Customer Serivce of such radically different companies.

Comparing DirecTV/AT&T to Sears/Home Depot?

They are such different industries and products... for the most part in Retail you are dealing face to face, and fairly infrequently... and it is pretty clear what needs to happen (either replace or refund)...

As for Service companies like DirecTV and AT&T... you are dealing with billing, service outages, issues...

But what isn't suprising, 5 companies that have entertainment ties are in the bottom 10... I wonder where Dish Network is in that list..... Shows you have important Entertainment/Communication is to people... as compared to other things.

Intresting though... just goes to show, that customer service is one of the worst jobs to be in... one of the lowest paid, and have to deal with the most irrate of customers...

[Coffey77]

For every one "Nice" call there's probably 1,000,000 non-nice calls. You couldn't pay me enough to be a Service Rep. My hat's off to them. I do know what it's like to get a bad one but that's the human factor of it all. :) We all have our good days and once in a while a bad one.

[PoitNarf]

For every one "Nice" call there's probably 1,000,000 non-nice calls. You couldn't pay me enough to be a Service Rep. My hat's off to them. I do know what it's like to get a bad one but that's the human factor of it all. :) We all have our good days and once in a while a bad one.

Which is why I always have to chime in on CSR related threads. I was a Tier II Tech Support rep for Vonage very briefly in 2004. Worst job ever... we should all be glad anyone answers the phone at D* at all. After a few days at Vonage I started cringing every time I heard my line ring. Never again :lol:

[veryoldschool]

There just aren't enough drugs for me to take, to do that job.
While their "service" may not be what I want, my hat goes off to all those trying to please the customer [frustrated...idiots....morons...].

[carl6]

From the article:

The numbers for DirecTV were 20% "poor" and 50% "good" or "excellent."


That says that a lot of the CSR's are doing a good job, and a lot of the HSP's are doing a good job. We sometimes lose sight of that when all we see or hear in these various forums are the problems.

I fully agree, I could not be a CSR. I always try to treat them with the utmost respect and politeness. It has always resulted in a much more pleasant experience for me also.

Carl

[tasp]

I have had very good customer service calls with Verizon, Cox Cable, and Directv.

Bad experiences, for me, are the norm with DISH.

All time worst, however, is Mutual of New York life insurance. I had an (incompetent, drug addled) agent screwup my life insurance in the spring of 1986. Matter was finally proven to me to be resolved in 2003. Major hurdles in solving the problem was 3 consecutive life insurance agents who knowingly lied to me, and a customer service system that absolutely, positively would not do anything unless sworn at viciously and profanely. Once I discovered the swearing bit ( circa 1990) progress was made in getting my insurance straightened out, until 1993, unfortunately, when the customer service reps were allowed to hang up on profanity laden tirades. Once that avenue of inducing CSR action was closed, litigation finally resolved the matter.

I now have a paid up $50,000 life insurance policy, which coincidently, is what the agent in 1986 said in a letter to me (in a letter I still have in my possesion, my ace in the hole), but failed to deliver.





But, I digress . . . .

[Nick]

This topic really belongs in OT, which is where I posted it along with an
interesting perspective on the MSN poll from SkyReport:

http://www.dbstalk.com/showthread.php?t=86705

[CobraGuy]

I had a problem yesterday and ended up calling D* tech support. The lady kept telling me it was a wiring (coax) problem and she would send out a tech to fix it. I said it was not coax...no way no how. I wanted to be sure the tech had a new receiver on his truck...because I was about positive that was going to be the problem. She said he wouldn't have one to give me. If it was the receiver, he would have to order one and come back...but that he had to check the wiring first. I was about to hang up when some supervisor who was monitoring the call broke in and told her this problem was above her head and to transfer me to advanced tech support. She said ok...and disconnected me! I can't tell you how pissed I was. I finally got back with advanced tech support and they agree it's a receiver and are going to (a) ship me one so I have one, and (b) send a tech out no charge to make sure that's the problem.

[DishCSR]

There just aren't enough drugs for me to take, to do that job.
While their "service" may not be what I want, my hat goes off to all those trying to please the customer [frustrated...idiots....morons...].

THANK YOU TO EVERYONE WHO APPRECIATES US, FROM THE BOTTOM OF MY HEART,
IT'S CUSTOMERS LIKE YOU GUYS THAT MAKE IT WORTHWHILE

FORMER DISH CSR

[Upstream]

I try to be careful to avoid blaming the individual CSRs for customer service problems.

I think the real problem with DTV customer support is poor training and infrastructure for their CSRs which make it difficult for the CSRs to deal with anything more complex than the most basic issues.

With poor training, poor processes, and poor knowledgebases, it is difficult for DTV to provide good support. That is why you get a different answer from every CSR; that is why CSRs don't have information about issues that have been discussed in depth on this forum; and that is why CSRs get burned out.

DTV's response to their customer support infrastructure problem is to tell their CSRs to freely give programing credits. But I no longer want 3 months of Starz or a $5 credit; I want my problem resolved.

[islesfan]

I have always treated the CSR's with respect, but with D* it has been very difficult. If I was half as incompetent at my job as they are, I wouldn't be complaining about the treatment I got from paying customers. With that said, I know that my yelling at them will do no one any good, as they can just tune it out, or put you on hold until the line drops. That doesn't get me anywhere. However, I make sure to bad mouth them on message boards, etc. wherever possible.

[wingrider01]

CSR support is in the eye of the beholder. If you talk to a CSR and get everything you want the service is great beyond belief, if you get turned down due to corporate policy, then the service is junk and you would not wish it on a dog.

[JeffBowser]

wingrider01 is dead on. I run a company, my area of responsibility is technical support. It matters not if you are right, if the customer does not get the answer they want, your service is deemed crap, period. We have allowed our culture to become one of selfish, crying babies - on both sides of the phone.

[veryoldschool]

There are two images with a mirror: one where you see yourself & the one the mirror sees. :D

[islesfan]

wingrider01 is dead on. I run a company, my area of responsibility is technical support. It matters not if you are right, if the customer does not get the answer they want, your service is deemed crap, period. We have allowed our culture to become one of selfish, crying babies - on both sides of the phone.

So, you would say that if you called a company with a problem. Let's say, you're trying to watch a game, and the game is blacked out for no apparent reason. And the CSR tells you that the problem can be solved by pressing the red button on the front of your DVR, but this doesn't work (duh), the customer is wrong to get angry because he "didn't get what he wanted"? Or, like the times I called regarding my HR20, and the CSR tried to talk me through editing the Channels I Receive, then wanted to send me a new box because I had "the only HR20 [she] had heard of where the CIR could not be edited." I shoudl just feel guilty because I "didn't get what I paid for, er, I mean, wanted"?

Come on, there is a difference between not getting what you want and not getting what you paid for. Not too many people call up just asking for freebies, and then get angry when they are told "no." In fact, far more often, they just want to throw freebies at you rather than solve the problem you called about.

OK, let me give you a Sprint example, since people get defensive about DirecTV CSRs, and Sprint did worse in this survey. I switched to Sprint, complete with the 2 year agreement, only because the sales manager told me that I would get roaming coverage where I work, although I would have to pay $5 a month extra. So I agreed, and I paid the $5 extra, and all was well, until last September. At that time, I was no longer able to connect while at work in order to use the phone. I got a strong signal, but always got the "network busy" message. Clearly, what was happening was the network I was supposed to be allowed to roam on was not allowing me to connect. After this went on for a month, I called Sprint. The answer, "well, that area is not in our coverage." I said "I know that, but I paid extra to be allowed to roam, and it wasn't working." So, the guy told me, "well, that's not in our covered area." I told hin I knew that, but I was assured that I would have roaming coverage. Basically, his asnwer was "tough sh*t." So I was stuck.

All I was asking for was either, just check on the status of whoever I roam on at work (not too much to ask), or let me out of my contract. After all, if you cannot provide the service you told me you would provide, the least you can do is let me out of the agreement.

Through the wonder of CSR roulette, I got through to someone who was willing to get off her a** and check the situation. After 48 hours, the problem was solved.

I would term this a positive experience, but it was in danger of losing me as a customer until someone competent stepped in.

[JeffBowser]

Islesfan, you missed my point so completely, I'll not even try to address it further.

[BIONIC1]

Well Ive worked as a TSR3 for E*and a CSR for Direct currently and I really wish it was as easy as most of you believe. As a floating supervisor at E* not only do we have to deal with the customer but we also have to deal with the customers previous experience. If the previous agent was rude to the customer or gave misinformation its hard to get that customer back to respeting you and the business. And alot of people do try to get things for free or cheaper thats why the business rules are the way they are. Try taking 85+ calls in an 8 hour shift. I'll explain how it breaks down.

15-20 People who get snowy screens and dont know how to fix them
5-10 People disputing bills when your on the technical split
10 High Def calls troubleshooting and signing up respectively
5 People who just start screaming at you when you answer the phone
15-20 People who think they know an issue when they really dont
5 People who actually understand their problem
5 Drunk people ordering adult programming and want you to go INTO detail
10 People who are in a hurry and want to rush through everything
5+ People who are too important to do all this work over the phone and just want a tech to come out.

Granted it doesnt come back this way every day but in the 3+ years Ive done this job this is about average. Hopefully this kind of explains our bad days as well. And the worse thing is if your good at your job, there's still people around you who aren't or are still learning and you've got to support them as well. Ive just been cruising this forum for a little while now and this post prompted me to respond from a CSR's point of view :)

[veryoldschool]

Well Ive worked as a TSR3 and a CSR for Direct currently and I really wish it was as easy as most of you believe. As a floating supervisor at E* not only do we have to deal with the customer but we also have to deal with the customers previous experience. If the previous agent was rude to the customer or gave misinformation its hard to get that customer back to respeting you and the business. And alot of people do try to get things for free or cheaper thats why the business rules are the way they are. Try taking 85+ calls in an 8 hour shift. I'll explain how it breaks down.

15-20 People who get snowy screens and dont know how to fix them
5-10 People disputing bills when your on the technical split
10 High Def calls troubleshooting and signing up respectively
5 People who just start screaming at you when you answer the phone
15-20 People who think they know an issue when they really dont
5 People who actually understand their problem
5 Drunk people ordering adult programming and want you to go INTO detail
10 People who are in a hurry and want to rush through everything
5+ People who are too important to do all this work over the phone and just want a tech to come out.

Granted it doesnt come back this way every day but in the 3+ years Ive done this job this is about average. Hopefully this kind of explains our bad days as well. And the worse thing is if your good at your job, there's still people around you who aren't or are still learning and you've got to support them as well. Ive just been cruising this forum for a little while now and this post prompted me to respond from a CSR's point of view :)
From post #15: "what the mirror sees"...:)

BTW: :welcome_s To the Forum(s)

[BIONIC1]

heh good to post :D but I definitely agree

[finaldiet]

wingrider01 is dead on. I run a company, my area of responsibility is technical support. It matters not if you are right, if the customer does not get the answer they want, your service is deemed crap, period. We have allowed our culture to become one of selfish, crying babies - on both sides of the phone.

You are soooo RIGHT!!

[Upstream]

Well Ive worked as a TSR3 for E*and a CSR for Direct currently and I really wish it was as easy as most of you believe. As a floating supervisor at E* not only do we have to deal with the customer but we also have to deal with the customers previous experience. If the previous agent was rude to the customer or gave misinformation its hard to get that customer back to respeting you and the business. And alot of people do try to get things for free or cheaper thats why the business rules are the way they are. Try taking 85+ calls in an 8 hour shift. I'll explain how it breaks down.

15-20 People who get snowy screens and dont know how to fix them
5-10 People disputing bills when your on the technical split
10 High Def calls troubleshooting and signing up respectively
5 People who just start screaming at you when you answer the phone
15-20 People who think they know an issue when they really dont
5 People who actually understand their problem
5 Drunk people ordering adult programming and want you to go INTO detail
10 People who are in a hurry and want to rush through everything
5+ People who are too important to do all this work over the phone and just want a tech to come out.

Granted it doesnt come back this way every day but in the 3+ years Ive done this job this is about average. Hopefully this kind of explains our bad days as well. And the worse thing is if your good at your job, there's still people around you who aren't or are still learning and you've got to support them as well. Ive just been cruising this forum for a little while now and this post prompted me to respond from a CSR's point of view :)


Bionic -- Thanks for the insight. You have helped confirm what I wrote that a big part of the problem with DTV customer support is an infrastructure and training problem, not necessarily bad people in the job.

85+ calls in a 8 hour period means about 5-6 minutes per call (and that assumes no breaks). On a tech support line, that is way too many calls and too little time per call, expecially since half the time is spent confirming account information and describing the problem. No wonder I have to reexplain everything every time I call; the CSRs don't have the time to enter informative notes into the system.

Regarding your breakdown on calls:

15-20 People who get snowy screens and dont know how to fix them OK, helping people fix problems they don't know how to fix is part of the reason you're there.


5-10 People disputing bills when your on the technical split. Certainly people should talk to the billing department. But having been bounced around DTV's voice recognition system while I repeat "I have a problem with my bill", I can understand someone wanting to talk to the first real person they get. This is a DTV infrastructure problem which can be solved by having an alternative to DTV's nonresponsive voice recognition system.


10 High Def calls troubleshooting and signing up respectively I don't really know what this means, but I would guess troubleshooting is part of the tech support job.


5 People who just start screaming at you when you answer the phone There is no excuse for this. But the real question is whether they are screaming because they are jerks or because they have become frustrated by bouncing around, waiting on hold, and getting incorrect information. If it is the latter, then it is a DTV infrastructure and training problem.


15-20 People who think they know an issue when they really dont OK. They may think they know the issue because they were given incorrect info by a previous CSR, or they may not trust you because of bad CSR info in the past. That is a training problem. Regardless, they're still calling for help on a problem they have, and that is what tech support is there for.


5 People who actually understand their problem As above, they're still calling for help on a problem they have, and that is what tech support is there for.


5 Drunk people ordering adult programming and want you to go INTO detail Obviously there is no excuse for this. (Do you really get 5 of these calls a day?)


10 People who are in a hurry and want to rush through everything I wonder how many of these people would have been in less of a hurry if they didn't have to wait so long to get through to someone. Lot's of times I call and tell the CSR that "This is the third time I've called on this issue today, and I have been on hold a total of 107 minutes." Again, this is an infrastructure problem.


5+ People who are too important to do all this work over the phone and just want a tech to come out. I assume you tell them the cost of having a tech come out so they can decide if they want to fix the problem themselves or pay someone else to do it.

[islesfan]

Islesfan, you missed my point so completely, I'll not even try to address it further.

Unfortunately, I could only answer what you said, not what you meant.

[shendley]

Just to chime in here regarding my personal experience with DTV CSRs: I think the numbers I saw quoted earlier were about right. I'd say that at least (or maybe a bit more than) 50% of my contacts with DTV are good to excellent. Sure I occasionally have to go through someone who doesn't know what they're talking about (which, as pointed out, is really more a problem with training - the lack thereof - than with the CSR her/himself), but more often than not I've had some of the best customer service with DTV than I've ever had with any other company (don't get me started about Cingular or my older experiences with Cable companies). Heck just last night I called DTV when my mpeg2 HD channels went down on my HR20. I had initially forgotten to check my HR10 to see if the problem was with the box and only did that as I was being connected to someone. I mentioned that and this guy suggested what I then knew I had to do - restart the machine. The guy then proceeded to hang in there with me for the almost ten minutes or so it takes for the HR20 to reboot - just to make sure it corrected the problem - and we had a very interesting and rather frank conversation about the ups and downs of the HR20. I really had the sense I was actually talking with someone here on the message board he was so informed about it! So, I think we really need to keep this CSR complaint thing in perspective. Sure it can be bad. But overall I think DTV does a pretty darn good job with customer relations. It's one of the reasons I'm still with them.

[BIONIC1]

Bionic -- Thanks for the insight. You have helped confirm what I wrote that a big part of the problem with DTV customer support is an infrastructure and training problem, not necessarily bad people in the job.

85+ calls in a 8 hour period means about 5-6 minutes per call (and that assumes no breaks). On a tech support line, that is way too many calls and too little time per call, expecially since half the time is spent confirming account information and describing the problem. No wonder I have to reexplain everything every time I call; the CSRs don't have the time to enter informative notes into the system.
_
If we didnt have a recommended call limit your wait times would be longer



Regarding your breakdown on calls:

15-20 People who get snowy screens and dont know how to fix them OK, helping people fix problems they don't know how to fix is part of the reason you're there.
_
Thats fine I know its part of the job I was just showing the grind of repition you endure over the phones.


5-10 People disputing bills when your on the technical split. Certainly people should talk to the billing department. But having been bounced around DTV's voice recognition system while I repeat "I have a problem with my bill", I can understand someone wanting to talk to the first real person they get. This is a DTV infrastructure problem which can be solved by having an alternative to DTV's nonresponsive voice recognition system.
_
When I worked at E* this was especially bad. Everyone at E* knows the best customer support is given through the tech line, whether or not its a tech issue and its exploited.


10 High Def calls troubleshooting and signing up respectively I don't really know what this means, but I would guess troubleshooting is part of the tech support job.
_
Enrolling new customers in HD services, troubleshooting all part of the job I agree not complaining about it.


5 People who just start screaming at you when you answer the phone There is no excuse for this. But the real question is whether they are screaming because they are jerks or because they have become frustrated by bouncing around, waiting on hold, and getting incorrect information. If it is the latter, then it is a DTV infrastructure and training problem.
_
Alot of the time its because of one of two things. 1) Previous agent was rude- I agree the previous agent shouldnt have been rude dont take it out on me or I really dont want to assist you any more then you would want to assist me if I was screaming at you. 2) Some customers are just jerks and you get used to it after awhile

15-20 People who think they know an issue when they really dont OK. They may think they know the issue because they were given incorrect info by a previous CSR, or they may not trust you because of bad CSR info in the past. That is a training problem. Regardless, they're still calling for help on a problem they have, and that is what tech support is there for.
_
Its not nessacarily a training problem I went through the same training as everyone else and I know the correct information. Its the lack of caring some agents put forth into their job.


5 People who actually understand their problem As above, they're still calling for help on a problem they have, and that is what tech support is there for.
_
These are usually the nicest customers you'll get on the phone you look forward to these.


5 Drunk people ordering adult programming and want you to go INTO detail Obviously there is no excuse for this. (Do you really get 5 of these calls a day?)
_
Yea I've had to deal with ALOT of these calls. Ive even had to troubleshoot with a guy tripping acid...doesnt really make my job easy or enjoyable but it gets done.


10 People who are in a hurry and want to rush through everything I wonder how many of these people would have been in less of a hurry if they didn't have to wait so long to get through to someone. Lot's of times I call and tell the CSR that "This is the third time I've called on this issue today, and I have been on hold a total of 107 minutes." Again, this is an infrastructure problem.
_
Wait times are an unfortunate part of this job. At E* they recommended us to have about an 8 minute handle time. That doesnt sound so bad but some calls take way longer especially HD calls. On the opposite side some do go quick.


5+ People who are too important to do all this work over the phone and just want a tech to come out. I assume you tell them the cost of having a tech come out so they can decide if they want to fix the problem themselves or pay someone else to do it.
_
Most of these people just pay someone to come out not even caring.

[islesfan]

Just to chime in here regarding my personal experience with DTV CSRs: I think the numbers I saw quoted earlier were about right. I'd say that at least (or maybe a bit more than) 50% of my contacts with DTV are good to excellent. Sure I occasionally have to go through someone who doesn't know what they're talking about (which, as pointed out, is really more a problem with training - the lack thereof - than with the CSR her/himself), but more often than not I've had some of the best customer service with DTV than I've ever had with any other company (don't get me started about Cingular or my older experiences with Cable companies). Heck just last night I called DTV when my mpeg2 HD channels went down on my HR20. I had initially forgotten to check my HR10 to see if the problem was with the box and only did that as I was being connected to someone. I mentioned that and this guy suggested what I then knew I had to do - restart the machine. The guy then proceeded to hang in there with me for the almost ten minutes or so it takes for the HR20 to reboot - just to make sure it corrected the problem - and we had a very interesting and rather frank conversation about the ups and downs of the HR20. I really had the sense I was actually talking with someone here on the message board he was so informed about it! So, I think we really need to keep this CSR complaint thing in perspective. Sure it can be bad. But overall I think DTV does a pretty darn good job with customer relations. It's one of the reasons I'm still with them.

I also think its fair to note that the CSRs at D* used to be excellent, so when I complain about them, I am only talking about the past year. I can generally break CSRs down into two categories. First, you have the ones who want to solve your problem, and second you have the ones who just want to get you off the phone. I have had many experiences with the former, such as D* over a year ago, Charter Cable (I'm astonished too...), Sprint, HP, Dell, Mitsubishi. I have also had experience with the latter, such as D*, in the past year, Sprint (they go either way), and Dell (also a 50/50). In all cases, I am only considering my complaint that the CSR was more interested in getting rid of me than in solving my problem. I am not including, for example, when Charter tacked on a $10 surcharge for not having TV with them. That was not resolved to my satisfaction, but I wasn't just blown off either. My disagreement was answered, I just didn't like the answer. With all the CSRs lately at D*, the answers like "press the little red button" or "perform a full reset," are just a way, in most cases, to get you off the phone without solving the problem. I noted that someone posted about having a CSR stay on the line while he re-booted. I think that's great, but I've never experienced it.

I should note that I have never yelled at a CSR (telemarketers are fair game, however). I came close with Sprint, but a Tier 2 tech stepped in and saved him. I have never even felt like yelling or going off on a CSR, aside from the Sprint incident. I know it does no good. I just shake my head and hope for a better result next time. Or, I just stop calling, as with D*, since there is no point, and I come here.

[MartyS]

THe one thing that I learned from my D* installer was CSR Roulette. I never argue or yell at a CSR.

I'm a relatively smart individual, who oftentimes does know what the root of the problem is, just not how to fix it. A lot of the time tho, I don't know what the problem is though.

However, when the first response from a CSR is to reformat my HR-20 or there's nothing we can do about that, without trying anything else, my phone automatically disconnects and the magically redials.

Usually the next CSR will at least try something to get the issue or problem resolved more often than not to my satisfaction.

Now, I do that with all my customer service experiences. If I don't like or don't believe the CSR, I call back and usually, I get a more satisfactory response.

Goes back to training and consistency, which none of the customer service/help lines have.

In the long run, I've wasted less time calling back and getting another CSR than if I had stayed on the line with the original one. In addition, the first CSR can handle more calls, since they're not spending time with me, and the second CSR handles more calls since they take the initial step of trying to solve the problem.

[Dave]

So DTV only comes in at a 50% rating of good or better. This does not bode well for the company. Perhaps the new owners can do some corrections to bring this number up. Perhaps they should also be taping every conversation of every CSR and having the infrastructure to have a different group just listening to all these CSR calls and being able to correct or fire the bad CSR's on the spot. They have to get that 50% number up way higher than its present state. Every time I have called D with a problem or question I have always received an answer on the spot. Whether or not I like the answer or agree is another story. Every time a CSR hangs up on a customer they need to reprimand that CSR before they go home after there shift and let them know this is not the way that DTV is going to treat there customers, period. We all know there are some uninformed customers out there. They do not have enough sense to look for dbstalk and such web sites to get help.So this makes us among a minority group that does know where to turn for help. And some times one of us may have to tell another member, DTV has a staff problem. To just calm down and try the sweet talk method. Because if they are only at 50% rating of good or above, that also means they are 50% below.