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Guest Message by DevFuse

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mistake during automated satisfaction call


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6 replies to this topic

#1 OFFLINE   Cyberclaw77

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Posted 01 August 2010 - 06:42 PM

This afternoon a technician came by to realign my dish. He did an excellent job and was very professional.

A few hours later I received an automated call from DirecTV, wanting to know if I was satisfied with the service. The problem came with the final question:

"On a scale of 1 to 10, how would you rate the level of service and professionalism of the technician? Enter your answer and hit the pound key."

I entered 10, but then accidentally hit the * key instead of #. Realizing my error, I hit #, and received this message:

"We at DirecTV value your satisfaction. Would you like to be transferred to a customer service representative to resolve your issues?" (this isn't a direct quote, of course):confused:

I was a little surprised by this response, and wasn't sure what it meant. So I instinctively declined. Almost immediately I began to wonder... did the system interpret my mistake as being a "1"? If so, I don't want an excellent tech to receive a negative mark.

Hoping to resolve this I called DirecTV and spoke with a CSR. I told him what my concern was. He made a note in the system that the tech did an excellent job and was very professional. He noted that a mistake may have been made during the automated call.

Would you recommend further action? I would hate to see this tech get a negative mark because of my error.

Thanks in advance.

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#2 OFFLINE   spartanstew

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Posted 01 August 2010 - 06:45 PM

Too late, he's already been terminated.

I'm sure Directv can't wait to get their hands on your unit.

 
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#3 OFFLINE   bubbagscotch

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Posted 01 August 2010 - 08:51 PM

he got fired

#4 OFFLINE   prospect60

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Posted 01 August 2010 - 10:53 PM

If you have his name and who he works for, call the employer directly or better yet call and write a short note of appreciation -- amazing how useful a handwritten note can be for the ego and at job performance reviews (particularly after a Bad Day at Black Rock)

#5 OFFLINE   newsposter

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Posted 02 August 2010 - 04:59 PM

i did the same thing , kinda, i think i hit 1 but the zero didnt work and i pressed pound then he probably got a one rating. i think they need to change this to 9 being the top score to be honest...i bet a lot of people do this :)
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#6 OFFLINE   Nick

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Posted 02 August 2010 - 05:17 PM

"automated satisfaction call"

Yet another oxymoron! :lol:

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#7 OFFLINE   Manctech

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Posted 03 August 2010 - 12:46 PM

Those automated surveys are crap anyways.

I've never dropped below 90% and I was without a badge for a month waiting on a replacement.

The ID question counts for 2 points so I should have had a steady 80%.

TWC Technician (Huntersville, Cornelius, Davidson Area)





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