I have talked with reps that were in the Philippines before. I'm not sure if they still have call centers there or not to be honest. Last few times I haven't been overseas.
I have read that they have one in the Philippines and one in Mexico. I don't know for sure if that is still true, but I don't think that in either case they would be watching the Browns vs the Ravens.
Don't know about that but I will tell you her office is very responsive. If you email her you will get a response either by email or even phone. Check out this post for my experience... http://www.dbstalk.com/showthread.php?t=139569&page=3
I was a telemarketing droid during my sophomore year in college. I wasn't total scum--I was actually giving good deals on resubs to magazines that people already subscribed to. Anyway...
Whenever we would make a sale, we would ring a bell, and one of the other droids was to come over and confirm the sale by saying they were the manager. We were all just the same plankton in the pond--nobody had any authority over anyone else.
So the "manager" you talked to could really have just been the guy's buddy in the cube next door. How would you ever know?
Yeah , they said they were doing something to the 99c last night . All the DC HD locals were out for a while . I was wondering , what they could have been doing , that was so important , it had to be done then .
Yeah , they said they were doing something to the 99c last night . All the DC HD locals were out for a while . I was wondering , what they could have been doing , that was so important , it had to be done then .
It is like when you hang a picture on a wall. Sometimes the hook bends or the picture shifts. Satellites are like that. When the hooks slip the satellite hangs down and don't work no more.
Or the black screen could be a warning to those inside the beltway to repent.
Probably because if they hired really good ones and paid them what they were worth, people would complain that the service was too expensive.
We (collectively, not as individuals) talk about how much we hate bad service and offshored call centers and sweatshop manufacturing, and then we have a tendency to insist on the lowest prices.
Ms. Filipiak,
I am writing you to explain a horrible experience that I had on Tuesday September 22 with Customer Service. First let me give the background on my reason for calling. My local HD channels were all blacked out but the SD local channels worked. I called to get some assistance with this problem sometime between 6:30pm and 7pm I believe. During my phone conversation with the Customer Service representative (XXXXXXXXXXX) I had to repeat everything that I said at least twice to him. At one point I asked the representative if he was listening to me or if there was a problem with our phone connection. He did not acknowledge my comment. He continued to try things to fix the problem. He had me repeat satellite setup (changing anything), resent authorization twice to me and finally decided that pushing the red button on the receiver would fix the problem. As the receiver was reboot he told me that it may seem like he wasn't paying attention to me because he is watching a football game on TV. He said he was watching the Baltimore Ravens and the Cleveland Browns. Then asked me if I wanted to buy a football package from DirecTV And what my favorite team was. Herein lies the first problem . The fact that a representative is not paying attention to a customer and is watching TV, then admits to watching TV. This is unacceptable. My problem was still not resolved and we had been at this for 30 minutes. He decides I need a service call and starts to schedule one. At this point in time he is verifying the information on the account and continues to have me repeat things several times. I grow frustrated and tell him I would like the supervisor now that I am finished talking to him.
The supervisor eventually gets on the phone and the tech tells me that now his supervisor (XXXXXXXXXXX) is here and we can all talk. I said no I'm not talking to you anymore since you don't listen. The supervisor laughs at me. I told him that I don't think it's a very funny matter and he proceeded to tell me that I made a rude comment by saying I didn't want to talk to the tech anymore. Never mind that I have spent 30 minutes on the phone with someone that was watching TV and not paying attention to me! This supervisor once explained the problem said that he guessed he would have to look in to the phone call and remove the TV from the row. Why does he guess he needs to look in to and not just say he needs to take care of the issue. This supervisor is just as unacceptable as the representative was. They schedule my appoint and I hang up thoroughly disgusted.
I decide to call back and I said cancel to your automated system. I reached I nice woman (RES agent XXXXXXXXX) who I promptly informed that I didn't want to cancel service just have some help fixing my issue. I explained the TV problem to her and she put me on hold for roughly 5 minutes. She came back and explained the that outage was a DirecTV issue and that they were working on the problem right now. My problem here is that if this agent was able to find out what was going on why could the previous 2 people not do anything other than to schedule a service call that clearly was not needed as 15 minutes after I got off the phone with the RES agent the problem was resolved. I also informed her of my issue with the previous 2 people and she told me that she would create and escalation ticket on this and I should hear back from DirecTV within 24 hours of this. She also told me that based off of my account information that she could see that I should have been treated much nicer than I was.
I believe that no customer should be told that the CSR is watching TV. I have no problems if they watch TV in between calls but they should not be doing this while they are on a call. I fully believe that she did what she told me that she would and I sincerely appreciate the effort and the amount of help I received from her. She was a spot on representative. Well it is now Thursday September 25, 2008 and I still have not heard back from DirecTV regarding this matter. I feel that this is important and should be dealt with accordingly. I appreciate your time and promptness in a response to this matter.
Probably because if they hired really good ones and paid them what they were worth, people would complain that the service was too expensive.
We (collectively, not as individuals) talk about how much we hate bad service and offshored call centers and sweatshop manufacturing, and then we have a tendency to insist on the lowest prices.
The assumption you make is that good quality/timelyservice costs more than poor quality/slow service. That is usually not true. Well trained, competant csr's resolve problems quickly and efficiently so you need fewer of them and there are fewer consumed resources like callbacks, supervisors time, executives time, mutiple service calls, etc. etc..
Google is a prime example. They hire only the best employees and pay them very well. The resulting quality of service and productivity more than offsets the pay scales. They routinely net 25+%. I know it is a different industry but the principles are the same.
None of this even considers the superior customer retention and attraction that results from premier customer service.
Agreed 100%. Look at this thread and the amount of employee hours its going to cost D*. Look at Bills recent thread http://www.dbstalk.com/showthread.php?t=139569&page=3 heck he had a total of 4 Techs out to his house before one of them even touched the dish.
D*'s problem is that it wont support the good, it backs all the employees the same, unfortunately.
Simply paying higher wages will not improve the quality of the CSR’s. However, failing to spend money on tools and training will prevent them from doing a good job. Of course no matter how much you spend (or don’t), if you don’t hire good people, then you won’t be giving good customer service.
Based on the gross misinformation provided and mistakes made by CSR’s I can only assume that D* does not provide adequate training and tools. The occasional misunderstandings and mistakes will happen, but it just seems to be a never ending stream of this coming from D*.
Another problem is the lack of quality in America’s hourly wage workforce. I guess we can blame the fast food industry on this as they have done everything to make sure that their employees do not need to use their brains. So many times I hear people say, “You don’t pay me enough to do this job.” Well, the last time one of my employees said that, my response was, “Well, you’re right, because I’m not going to pay you *anything* to do this job; you’re fired!”
D* corporate called me back. They apologized and said that is not acceptable behavior. They said would be looking in to that call center and it's management and taking appropriate actions. The guy also told me they were going to see if that call was taped and review it if it was. They said any time a tech access your account there is somewhat of a fingerprint left. He said that they also appreciated the compliments I gave the third tech and would be commending her accordingly. He also told me they appreciate when customer come to them when things like that happen and they also appreciate the good marks customers give too. I consider this issue resolved due to the contact from their office and I don't expect it to happen again.
if D* provided proper training and offer incentives (not just money) to help make csr's take pride in their work it might get better. if a person does not care about their job they will do it badly, if they take pride in their work they will try harder.
training is desperately needed and csr's all need to have and use the same info.
my 2 cents.
D* corporate called me back. They apologized and said that is not acceptable behavior. They said would be looking in to that call center and it's management and taking appropriate actions. The guy also told me they were going to see if that call was taped and review it if it was. They said any time a tech access your account there is somewhat of a fingerprint left. He said that they also appreciated the compliments I gave the third tech and would be commending her accordingly. He also told me they appreciate when customer come to them when things like that happen and they also appreciate the good marks customers give too. I consider this issue resolved due to the contact from their office and I don't expect it to happen again.
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