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Guest Message by DevFuse

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Today was not a good day with the CSRs


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94 replies to this topic

#51 OFFLINE   smitbret

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Posted 08 November 2012 - 12:08 PM

I know I've gotten frustrated when I tell the rep that I've rebooted the box, moved it to another TV and the problem followed using different cables, then the rep starts by asking me to reboot. I know there's a script, but some of us really do try the simple things before calling in. When I have a box saying it's overheating, and I say I currently have it on the floor and not in the cabinet, swapping the HDMI cable won't do anything...

That, and situations like where it took three appointments to get a CCK installed when I went to SWM and DECA (and the third tech said it would need to be rescheduled a fourth time), really gets frustrating.

Fortunately, I mostly call in about once a year to cancel HBO or something, since I can't do it myself.


I posted this tongue and cheek. Apparently, my ironic tone didn't carry over.

Most of the posters in this forum seem very reasonable most of the time.

My apologies.

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#52 OFFLINE   Carl Spock

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Posted 08 November 2012 - 12:22 PM

It may be time to let this thread fade, as there are things going on that will not be public.

It's past time for a certain poster to go back to what he has admitted he likes to do, which is sit on his couch and scratch his jingleberries while assisting customers.
hangin' with the bros at 40 Eridani A

#53 ONLINE   veryoldschool

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Posted 08 November 2012 - 12:25 PM

It's past time for a certain poster to go back to what he has admitted he likes to do, which is sit on his couch and scratch his jingleberries while helping customers.

Couch & scratch, but that's about it. ;)
A.K.A VOS

#54 OFFLINE   Newshawk

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Posted 08 November 2012 - 12:25 PM

And posters on this forum are notoriously difficult to work with. They mess around with their systems so much that they end up breaking it and then call us to fix it. Anytime you get a tinkerer that messes around on that level they start to think they know more than anyone else and become extremely difficult to work with.

It's really a game... customers no longer wish to solve problems, just have a technician come out with the latest upgrade and install it free of charge. Most of the CSRs finally give up listening to the inane ramblings, just stop responding and leave the "Expert" to solve his own problem since he knows so much.

Let me just tell you how I handle those calls. When I have a customer who tells me they have done this and that, I explain that to ensure that we didn't miss any steps, I will go down the troubleshooting "guide". If the customer confirms they've done the step, it's good enough for me. I find that often, I'll get to a certain step and they'll say "No, I haven't tried that yet" and then they'll do it. Now, sometimes it resolves the issue, other times we move on. However, by my giving the customer the benefit of the doubt while keeping the option to try new steps that he may not have thought of, I can handle almost all of those who call in and say "I've already done the troubleshooting, I just need a..."

DIRECTV employee April 2004-November 2012.
The above comments are my own because I don't know if anyone would care about my opinions anymore.


#55 OFFLINE   Carl Spock

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Posted 08 November 2012 - 12:29 PM

Couch & scratch, but that's about it. ;)

Yeah, if you notice I changed "helping" to "assisting" in my original post. You quoted an earlier version before I realize I had used the wrong word.

You're exactly right, vos. Couch and scratch but no help.

:sure:
hangin' with the bros at 40 Eridani A

#56 OFFLINE   242424

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Posted 08 November 2012 - 01:57 PM

OK, I've had enough. I sincerely hope that the members of this board understand this guy is not a typical agent. I started a 4 or 5 page rant but realized that may not be the best approach. Rather, just let me hope I meet this guy in a dark tavern so I can punch him in the face and shove Beernuts up his nose. I hope he gets fired soon.


And this makes you better than him how?

#57 OFFLINE   smitbret

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Posted 08 November 2012 - 02:59 PM

And this makes you better than him how?


Because he adds nothing to the quality of DirecTV by showing up for work or by posting on this forum.

#58 OFFLINE   242424

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Posted 08 November 2012 - 03:48 PM

And you know keyboard karate lol

#59 OFFLINE   dpeters11

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Posted 08 November 2012 - 06:27 PM

I guess my thought was that I try to help the situation, I don't call in just because I hit a wrong button or something. I now have an understanding of it, I just don't agree with the policy. There's no need for a tech to have to walk me through a process I have told them I already did, and I don't feel they should be written up if they bypass those, and just go to the things I didn't think of. I don't consider it good customer service to make a rep tell a customer to reboot again. I don't want a new box unless its needed. Setting up series links and losing recordings is no fun.

#60 OFFLINE   dpeters11

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Posted 08 November 2012 - 06:32 PM

Let me just tell you how I handle those calls. When I have a customer who tells me they have done this and that, I explain that to ensure that we didn't miss any steps, I will go down the troubleshooting "guide". If the customer confirms they've done the step, it's good enough for me. I find that often, I'll get to a certain step and they'll say "No, I haven't tried that yet" and then they'll do it. Now, sometimes it resolves the issue, other times we move on. However, by my giving the customer the benefit of the doubt while keeping the option to try new steps that he may not have thought of, I can handle almost all of those who call in and say "I've already done the troubleshooting, I just need a..."


I'm good with that method. What gets me is when they won't continue until I actually let it reboot, etc. A tech going through the list and my going "yep, did that" to confirm is fine with me. All the better if it qualifies as going through the required script.

#61 OFFLINE   Carl Spock

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Posted 08 November 2012 - 06:37 PM

See, this is why I hate customers. It's all about them, them, them.

Absolutely amazing.
hangin' with the bros at 40 Eridani A

#62 OFFLINE   trh

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Posted 08 November 2012 - 06:45 PM

They don't care if people get written up, just as long as they get their precious IRD or tech.


Yeah, imagine that. You pay $100 per month and when it doesn't work, you expect it to be able to call and get help.

#63 OFFLINE   Inkosaurus

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Posted 08 November 2012 - 06:50 PM

You need to understand that we have to do the troubleshooting steps. Otherwise, we get written up, even if we resolve the problem. See, this is why I hate customers. It's all about them, them, them. They don't care if people get written up, just as long as they get their precious IRD or tech.


Then do what Newshawk suggested to avoid getting a written?
Ive worked for both E* and D* at multiple levels in there call centers and both only wanted you to do 1 thing with the script and thats to follow it in its order.

You should have listened to your trainer when they taught you to take the customers word for it, you go down the list and if the customer says they already did something when you get to it oh well move along.

You must be new to the CSR game :lol:

#64 OFFLINE   Inkosaurus

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Posted 08 November 2012 - 06:55 PM

You're absolutely right. But it is what it is. If I take you at your word, and bypass the troubleshooting, I get dinged. So guess what? I do troubleshooting, and if you don't cooperate, I don't have to issue a replacement. If you balk, you go to a supervisor...oops, I mean a Program Specialist who isn't a supervisor at all.


You should try talking to your local QA about the rules of getting dinged.
If they have it wrong go above them and tell there boss your QA's dont know jack because obviously someone f-ed up on training you and there still screwing up on reinforcing basic procedure through QA's.

edit:
lol your disdain for the customer is probably the reason you do poorly at work :D

#65 OFFLINE   trh

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Posted 08 November 2012 - 06:55 PM

And I expect to not get written up for daring to help the customer. Guess we both get screwed with DirecTV, huh?

I haven't been screwed by DirecTV. But then again, I don't think I've had the pleasure to talk with you. ;)

#66 OFFLINE   dpeters11

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Posted 08 November 2012 - 07:00 PM

Not good enough. We were specifically trained to NOT take you at your word.


To be fair, you have to take us at our word. You tell someone to reboot, how do you know they are actually doing it? If the DVR sends real time telemetry that you can see it going off the system, then maybe. But I'd be surprised if that was part of the system.

#67 OFFLINE   Inkosaurus

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Posted 08 November 2012 - 07:07 PM

To be fair, you have to take us at our word. You tell someone to reboot, how do you know they are actually doing it? If the DVR sends real time telemetry that you can see it going off the system, then maybe. But I'd be surprised if that was part of the system.


It does not send that kind of info lol.

This ass hat has just been so jaded by poor performance at work and angry customers that he has nothing better to do then to make contradicting remarks on website for customers on his free time lol.

You know whats funnier is you could shave off a minute+ from your AHT if you actually knew what you were doing at work :3
If every customer you encounter is seemingly "angry" and they continue to stay "angry" through out the call then I dont care what you say you're doing your job poorly. The biggest part of being a CSR is deescalation and conflict avoidance, I wouldnt be surprised if you're constantly egging on your customers and being just snarky enough not to get dinged but enough for the customer to pick up on it.
Which honestly only harms more then it helps, have fun with your poor stats and eventually loads of free time considering how much Dtv likes to read this forum :)

And yes they can and will get your info and contact you shortly at work with a folder full of screen caps :)

#68 OFFLINE   dpeters11

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Posted 08 November 2012 - 07:10 PM

Figured that. I do know DirecTV can notice low signal strengths, but I figured that was data that was sent in a scheduled type report, not real time that was accessible to any tech. For me it's more academic, as I've only called tech support 3-4 times in the last 7 years or so. I do like to know how things work on the other side of the call.

#69 OFFLINE   Inkosaurus

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Posted 08 November 2012 - 07:24 PM

And egg the customer on? No. But I didn't buy into that "empathy" crap either. I've had customers whine about personal issues, and whatever, and I just ignore it. Empathy and I don't go together.


Then you're in the wrong business and your stats will continue to be poor or mediocre if you continue with being a script robot.
No one here suggested doing the steps out of order or not doing them entirely but you can definitely "skip" a step after a customer has confirmed that they have done so prior to the call.

If your QA's feel other wise then you need to go above them because they are wrong.

#70 OFFLINE   Inkosaurus

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Posted 08 November 2012 - 07:33 PM

Then continue to have fun at your mediocre and frustrating job where you also didnt care enough to fix your own working conditions for yourself or the customer.

You realize that by going above them you also make your job easier right?
Surely at some level someone doesnt know how terrible your QA's are and will get on them for being such idiots with the script procedure.

#71 OFFLINE   mnassour

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Posted 08 November 2012 - 09:10 PM

After reading through the past four pages, I can't believe the information that has been revealed/exposed/dragged through the mud/ whatever.

It would seem to me that any competent management, upon reading the same, would have grounds for immediate dismissal, were certain individuals able to be identified.

Please understand, I'm not slamming anyone here in the thread...just making an observation as an individual in a management position.

#72 OFFLINE   joed32

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Posted 09 November 2012 - 07:29 AM

I have never had a tech "pimp" PPV to me either.

#73 ONLINE   veryoldschool

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Posted 09 November 2012 - 09:19 AM

Oh, someone got fired alright. Just not the actual responsible party. :hurah:

Spin it anyway you want here but your own IT dept busted you. ;)
A.K.A VOS

#74 ONLINE   veryoldschool

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Posted 09 November 2012 - 09:43 AM

Not true. I haven't been contacted by IT or any bigwigs. Same shift, different day.

"Whatever"
I'm not going to divulge the backstory here.
A.K.A VOS

#75 OFFLINE   Carl Spock

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Posted 09 November 2012 - 09:52 AM

I've never seen a guy so proud of his small penis in my life.
hangin' with the bros at 40 Eridani A




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