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Guest Message by DevFuse


CSR Bashing

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28 replies to this topic

#26 OFFLINE   Stewart Vernon

Stewart Vernon

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Posted 09 August 2008 - 01:37 PM

It goes both ways. If everyone who talked to a CSR was as knowledgeable as the people here, it would probably make the CSR's job a lot easier. Could companies train their employees better? Of course they could. But people could also educate themselves about the equipment/programming/technical side of things.

I blame companies 100% for poor CSR training. Most companies do seem to train poorly or not at all. Other companies do try and train, but do not weed out the people who can't seem to learn. Either way, the company is to blame.

That said... while customer knowledge is helpful, if the CSR doesn't know what he/she is doing then it only adds to the frustration for the customer. Imagine going into surgery and finding out that you were more knowledgable than your surgeon about the operation you were about to undergo... NOT a good feeling!

Also, those same CSRs could "educate themselves" as well... independent of the proper training they are clearly not receiving.

I recently spent over a half hour with a nice guy in the Phillipines regarding a DSL problem I was having the other night. I knew it was not my problem (a system failure) but he only knew how to go down his checklist. Ultimately AT&T fixed the problem while I was on the phoneline independent of anything he was asking me to do... I told him at the end of the call that it would really help him out if AT&T would inform their frontline TSRs of a system problem so they wouldn't have to waste time diagnosing problems that are not theirs to diagnose. I noted to him that suddenly within the last 10 minutes their phones had been slammed (the wait time was 5+ minutes when I called) with customers, so it's not like we all suddenly were running Windows wrong or something... He thanked me for being patient and courteous.. and I told him he had been friendly as well and that in this case I understood it was a lack of communication from the company that resulted in all that time diagnosing a problem that was systemic.

Anyway, the gyst here is I put the blame where it is due.. but in the meantime, it doesn't help anyone just knowing where the blame is.

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#27 OFFLINE   hdtvfan0001


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Posted 10 August 2008 - 10:12 AM

I'm not interested in blaming anyone...I'm interested in answers. So far, so good.
DirecTV Customer Since 1996

#28 OFFLINE   BubblePuppy


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Posted 11 August 2008 - 09:26 AM

3 months ago I called Dtv to sign up for the three month free HD extra pack. The CSR put me on hold for a minute or two and came back and said I was eligable for 6 months. Great.
Well two days ago it was gone (3 months after activation). I was going to keep it anyway but I really wanted it for Olys so I called Dtv and got a very pleasent CSR. I explained what happened, she put me on hold for a minute or so and came back and told me she reactivated it for another free 3 months.
Even though I told her I was planning on keeping it she went ahead with the free months. Ya can't beat that.
Thanks to Google search, people can appear to be smarter than they really are.

#29 OFFLINE   jclewter79


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Posted 11 August 2008 - 05:56 PM

Here's an example of a bad CSR (and a bad CSR experience). I came home to find the 771 on Tuner 2 message and it had not rained in our area. I did a bit of searching and found that the software for my HR20 had been updated earlier that day. My other HR20 worked just fine with no problems on Tuner 2. The CSR took me thru about an hour of diagnostic efforts with no resolution. He then suggested a service call (to cost me $69) to find the problem. I said, before the update, that I had no problems at all and suggested perhaps the software update caused the 771 problem. He replied that the software update DID NOT cause the problem; the software update simply uncovered a PRE-EXISTING CONDITION. I informed him that the pre-existing condition was that everything worked just fine. No amount of persuasion on my part could convince him that the software update had introduced a "bug" to my HR20. I asked to speak with a supervisor; he said there's no need...he was a supervisor. Named Darryl.

I hung up and unplugged the HR20, let it sit for 5 minutes, and plugged it back in. Of course it booted back up with no 771 problem on Tuner 2. And I haven't had a problem since. Thanks for the fine support, Darryl.

I would have to say Darryl is a little to blame on this on, he should have told you to unplug the receiver but, then again I am not going to call unless I have already tried a soft and hard reset and still can't get the problem fixed myself.
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