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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

#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.
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#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 OFFLINE   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 OFFLINE   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

#76 OFFLINE   Rich

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Posted 09 November 2012 - 09:52 AM

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.


I gave up on tech support years ago. Do they still have it? I absolutely hate to call D*, except for the friendly folks at ACT. Nothing to do with the CSR's attitude, I know they're gonna read from a script that I could write. What I can't stand is their lack of knowledge about their own products.

This isn't a problem that D* has by itself. Most folks I call for help just don't understand what they're selling. Let me see, I've given up on calling Sony, Panasonic (except for concierge service), Toshiba (pitiful tech support), Lenovo (downright nasty sales people and CSRs), and the list just goes on and on.

Here lies the knowledge and expertise we need to deal with just about anything electronic and it doesn't cost a cent.

Rich

#77 OFFLINE   dpeters11

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Posted 09 November 2012 - 09:59 AM

Starting to think a mod should just close this one...

#78 OFFLINE   veryoldschool

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Posted 09 November 2012 - 10:05 AM

I gave up on tech support years ago. Do they still have it? I absolutely hate to call D*, except for the friendly folks at ACT. Nothing to do with the CSR's attitude, I know they're gonna read from a script that I could write. What I can't stand is their lack of knowledge about their own products.

This isn't a problem that D* has by itself. Most folks I call for help just don't understand what they're selling. Let me see, I've given up on calling Sony, Panasonic (except for concierge service), Toshiba (pitiful tech support), Lenovo (downright nasty sales people and CSRs), and the list just goes on and on.

Here lies the knowledge and expertise we need to deal with just about anything electronic and it doesn't cost a cent.

Rich

Rich, I've had mixed results with CSRs or tech support.
Some really are dumber than a box of rocks about DirecTV products, and others are friendly, helpful, and have a good understanding of the DirecTV system.

I've had to dealt with Sony & Uverse in the past year, and "My God" do they make DirecTV sparkle.

It took Sony two months and god knows how many phone calls to get a firmware update for my TV that their website showed it needed. First hurdle was they wouldn't acknowledge it needed one, and the next took three shipments to get the right firmware for my model.

Now Uverse is obscene. I lost track of the hours on the phone [after 40 hr in less than 4 weeks], but it went on for a couple of months before "I could steer them" to where their problem was.
A.K.A VOS

#79 OFFLINE   Rich

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Posted 09 November 2012 - 10:09 AM

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.


"In a management position" you know that ~ 5% of the workers are gonna be slackers and just general PITAs and you have to cope with that. Also ~ 5% of the work force is gonna be made up of people you really like and you've got to go out of your way to make sure you treat everyone fairly.

Those "certain" individuals you cite are typical of the first group. Those people have to be dealt with strongly, but you also have to understand that D* isn't known for well trained CSRs and subcontracting a job out probably makes that worse. I've got a feeling anondtvtec would be unhappy in any job. And, you'll notice he's never wrong. Nobody is "never wrong". They are usually convinced they're always right, but that's just delusional.

Rich

#80 OFFLINE   Rich

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Posted 09 November 2012 - 10:21 AM

Rich, I've had mixed results with CSRs or tech support.
Some really are dumber than a box of rocks about DirecTV products, and others are friendly, helpful, and have a good understanding of the DirecTV system.

I've had to dealt with Sony & Uverse in the past year, and "My God" do they make DirecTV sparkle.

It took Sony two months and god knows how many phone calls to get a firmware update for my TV that their website showed it needed. First hurdle was they wouldn't acknowledge it needed one, and the next took three shipments to get the right firmware for my model.

Now Uverse is obscene. I lost track of the hours on the phone [after 40 hr in less than 4 weeks], but it went on for a couple of months before "I could steer them" to where their problem was.


Oh, I agree, many companies make D*'s support group look good. I've said that many times. This makes me think that no company really spends much money on training CSRs.

I have found some jewels since I've been with D*. I'll never forget that woman in the Oregon PP call center that solved my HDMI incompatibility problem back in late '06 with one sentence. Or the good folks at the CMG who sent me installers and just told them to do what I told them to do back in '08.

Rich




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