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Guest Message by DevFuse


As a DirectTv CSR....

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61 replies to this topic

#61 OFFLINE   dpeters11


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Posted 06 November 2012 - 09:30 AM

If I could pay extra to go directly to a good Case Management tech, I probably would. If only the codeword shibboleet actually worked....

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#62 OFFLINE   Bigjohn4real


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Posted 06 November 2012 - 12:23 PM

If you are an employee of D*, please check on whether the information you are providing is proprietary or not before posting. Just saying...it's not worth losing your job to make yourself seem credible in this forum.

If you are unsure of the policies, there are tools available to you to help answer your questions. If you can't find the answers in your tools, there is a chain of command to go through to get the correct information that leads all the way up to Ellen. As stated many times in this thread and countless others, the worst thing you can do as a CSR is give incorrect information by taking a guess. It is the Sup job to make sure that their agents are giving the best customer service possible and if you are unsure of the information, reach out to a peer or manager for the correct resolution.

As at as the installer support goes, the waiver pushback you get is most likely not targeted at the poster on this thread but the "lazy" installer that doesn't want to double check their work and would rather take the easy way out. This is just a "check and balance" to make sure the install was done correctly.

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