Credit Cards Center Credit cards from our partners
Reply
Regular Contributor
Posts: 201
Registered: ‎08-19-2012
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


MarcinXP wrote:

Customer is not always right.



This was embedded in our heads also. Just because a customer wants discount, doesn't mean they get one.

Chase Southwest $5000 - November 2012 Wal Mart $1000 - November 2012 NFCU Visa $5,000 - Sept 2012 NFCU NavCheck $3,000 - October 2012 Amazon $900 - Aug 2012 Kay's Jewlery $2700 - Aug 2012 Buckle $250 (Shopping cart trick) - October 2012 Roaman's $250 (Shopping cart trick) - October 2012 Capital One Secured $225 - April 2012 Capital One Platinum $2500 - July 2012
Mega Contributor
Posts: 15,442
Registered: ‎04-09-2011
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


XxRaVeNxX wrote:

MarcinXP wrote:

Customer is not always right.



This was embedded in our heads also. Just because a customer wants discount, doesn't mean they get one.


True Smiley Very Happy

 

There's always situations where the customer is right and the business just will not budge, therefore losing the customer.

 

For example, I have Sprint for a my cell phone provider. Where I live and work, they are claiming to have excellent 3G/Data service. I can barely make a phone call at work without it dropping signal and I have to have a device hooked up to the internet at home to get good service. I've had to battle it out with numerous CSR's and supervisors and finally got them to discount my bill until their towers are upgraded. I wish I could go to verizon but unfortunately im stuck for 2 more years of this contract.




Silver Spade Garden Club Member - Last App 12/16/13 - Looking for a clean slate NO INQ's / Diamond Inspired!
Starting Score:
EX (PLUS) 583 EQ FICO 565 TU FICO 590 3/15/2011 / Goal Scores: 720
Current Score: EX FICO (PSECU) 671 (myFICO) N/A / EQ FICO 679 / TU08 FICO 678 / TU VS 706 3/6/2014
Valued Contributor
Posts: 2,111
Registered: ‎07-29-2011
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


LS2982 wrote:

XxRaVeNxX wrote:

MarcinXP wrote:

Customer is not always right.



This was embedded in our heads also. Just because a customer wants discount, doesn't mean they get one.


True Smiley Very Happy

 

There's always situations where the customer is right and the business just will not budge, therefore losing the customer.

 

For example, I have Sprint for a my cell phone provider. Where I live and work, they are claiming to have excellent 3G/Data service. I can barely make a phone call at work without it dropping signal and I have to have a device hooked up to the internet at home to get good service. I've had to battle it out with numerous CSR's and supervisors and finally got them to discount my bill until their towers are upgraded. I wish I could go to verizon but unfortunately im stuck for 2 more years of this contract.


That sounds awful.  Maybe you could talk them into letting you out of your contract.

EX:694 TU:744 EQ:777
Amex ED $19.5k - BoA Travel Rewards $15k - CSP $5k - SDFCU EMV $15k - NFCU goRewards $20k - Barclays Arrival $6.5k
Mega Contributor
Posts: 15,442
Registered: ‎04-09-2011
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


DaveSignal wrote:

LS2982 wrote:

XxRaVeNxX wrote:

MarcinXP wrote:

Customer is not always right.



This was embedded in our heads also. Just because a customer wants discount, doesn't mean they get one.


True Smiley Very Happy

 

There's always situations where the customer is right and the business just will not budge, therefore losing the customer.

 

For example, I have Sprint for a my cell phone provider. Where I live and work, they are claiming to have excellent 3G/Data service. I can barely make a phone call at work without it dropping signal and I have to have a device hooked up to the internet at home to get good service. I've had to battle it out with numerous CSR's and supervisors and finally got them to discount my bill until their towers are upgraded. I wish I could go to verizon but unfortunately im stuck for 2 more years of this contract.


That sounds awful.  Maybe you could talk them into letting you out of your contract.


Smiley Very Happy

 

I've tried............

 

I'm giving them until the end of Oct., then i'm sending letters off to the BBB. It is true they are upgrading the towers but i pay them $240 a month for 3 phone lines and I constantly drop calls at work. I'm so sick and tired of it!!

 




Silver Spade Garden Club Member - Last App 12/16/13 - Looking for a clean slate NO INQ's / Diamond Inspired!
Starting Score:
EX (PLUS) 583 EQ FICO 565 TU FICO 590 3/15/2011 / Goal Scores: 720
Current Score: EX FICO (PSECU) 671 (myFICO) N/A / EQ FICO 679 / TU08 FICO 678 / TU VS 706 3/6/2014
Regular Contributor
Posts: 201
Registered: ‎08-19-2012
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


DaveSignal wrote:

That sounds awful.  Maybe you could talk them into letting you out of your contract.



There's fine print in the cellular contracts, that coverage is not guaranteed... Pretty sure that LS2982 has heard this before...

Chase Southwest $5000 - November 2012 Wal Mart $1000 - November 2012 NFCU Visa $5,000 - Sept 2012 NFCU NavCheck $3,000 - October 2012 Amazon $900 - Aug 2012 Kay's Jewlery $2700 - Aug 2012 Buckle $250 (Shopping cart trick) - October 2012 Roaman's $250 (Shopping cart trick) - October 2012 Capital One Secured $225 - April 2012 Capital One Platinum $2500 - July 2012
Valued Contributor
Posts: 1,987
Registered: ‎06-25-2012
0

Re: Calling Customer Service Too Much Lowers Your Value?!?

sprint sucks ass to the point i paid the 200 to end my contract. you have better chances of calling using a rock then your sprint phone when your out of covered signal area.

Amex BCE (2500) / Amex SPG (4000) / Amex GoldPR / Merrill+ Visa siggy (5000) / BofA Amex (6000) / Bofa cash rewards (5000) / BofA Privileges Cash Rewards (5000) / Citi Forward (4400) / Citi DP (2000) / Chase Freedom (4000) / Chase CSP (5000) / Chase Hyatt (5000) / Discover IT (1700) / FNBO AMEX (3600) / NFCU cashRewards Visa signature (15000) / NFCU Flagship Visa signature (12500) / NFCU Navcheck (5000) / Nordstrom (500) / MetroCU Visa Elite (5000) / Walmart (4500) / Kays Jewerels (6600) / Kohls (300) / Macys Platinum (2500) / DCU platinum Visa (17500) / Citizens bank cash back (1100) / Bill Me Later (1631) / PayPal Smart connect (2200) / BestBuy store card (2000)
Valued Contributor
Posts: 1,997
Registered: ‎01-24-2012
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


LS2982 wrote:


Yes, they are!! Smiley Very Happy

 

Customers ensure you have a job. I hate dealing with people sometimes but you always have to keep in the back of your head they're keeping my paycheck coming.

 


 

While customers are indeed what keeps businesses alive, they are indeed not always right. I cannot tell you how many times people order something from my parents, get it, and then say it is not what they ordered. It is what they ordered, but they order the wrong thing. No sense in telling them they ordered the wrong thing because they will only believe that we made the mistake. One customer did not pay the bill but insisted that they did. My dad would not let it go until they finally did pay. The customer never came back and good riddance. I would rather lose a difficult customer, than keep having to deal with their nonsense. I have not had any senseless customers yet, but I know there will be some at some point.

Frequent Contributor
Posts: 271
Registered: ‎08-09-2009
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


LS2982 wrote:

MarcinXP wrote:

I manage a very large call center for one of the biggest telecommunication companies in US. I can tell you we use algorithims like that not just for consumers but also for internal purposes and it's not about how many times you call, but about why you are calling.

 

If you are calling because your promotion expires and you want another one and then that one expires and you want another one then maybe it's time to let you go. Promotions are only for those who want to join my company and then after certain time 6 or 12 months decide whether they want to keep services at full retail. not all promotions are made equal, howeve if you are paying $39.99 on a package that costs my company $60+ bucks a month for 6 months and then threaten to leave if we don't give you another one..you might get away with it once..but after a while the algorithm might come back that you actually cost the company money and its not worth keeping your business..don't get offended...I mean we all want lower prices, but at that point it does not make practical sense...our job is to maybe offer you more services at discount, but not same services for lower....at what point will you pay full retail??? EVER???

 

The other reasons people call like technical issues...there is an algoritm for that as well. but that one says..how often you call, is it for same issue, was it resolved, if not why not, who did or did not do their job, is it just this customer or once around them as well and that one is internal designed to keep people accountable.

 

My only advice is that while we have algorithms for all of this, do not understimate the power of a CSR. Some are clueless and even their sups as well..trust me...but some are really, really good. You get the right one on a right day, build rapport and make small connection and no matter what algorithm is in place you can get what you want...you yell and scream and go off thinking you are entitled to whatever and CSR will shut down and quote policy because they know if you escalate...either a) their supervisor will back them up or b) if CSR gets in trouble they can always point to a policy or what the computer said to do.

 

I get reports sometimes and talk with my leadership team about why so and so on credited this account this much or put this promotion if customer already was on one and so on and all I get back is...well I coached with them and they said customer was really nice and they felt bad and they just made a decision....I hear that about 99%....very rarely I hear "Customer yelled at them and initimidated them and they just gave in"...nope usually it's opposite...they shut down and even if customer was making sense by then because they were verbally abused they just quoted policy like a broken record...YMMV with each rep.

 

And to above poster...NO CUSTOMER IS NOT ALWAYS RIGHT..LOL.....sorry but with all of the meetings and calls reviewed it seems like our population is changing. Customers these days call in demanding and frankly expecting like company should bend over backwards for everything and they are not willing to pay anything for it and want everything for lowest price and they will yell and scream and threaten to leave...even though they won't. I personally made a decision to disconnect 4 customers just last month based on their behavior on the call and called them to inform them that we will no longer be serving. One of the customers I had security pay them a visit. Before you judge me..LOL..I can tell you that I'm very sympathetic and talk with a lot of customers when most of my peers in other centers look at me and say..that's why we have managers, supervisors and agents...let them deal with it...I don't mind talking with customers and at times I agree with them and sometimes we have a good laugh about why the company does this or that and build rapport...i had cards sent to my office....but if you don't pay your bill, call in bully an agent and yell at them about billing error although there is no error, billing is correct you just did not pay the bill and they try their best to explain that and all of a sudden you get racial words thrown at you and saying I hope you and your children get raped....you need to go to another provider since we choose not to ever service you again...some customers are apologetic afterwards (Sometimes I hang up and shake my head cause they guy I just spoke to was the nicest ever, yet he did all of the cursing and yelling over the phone hour ago....seems like he beats his wife and then delivers flowers next morning)

 

Anyway...got too far carried away...main points are...

 

There are algorithms for internal and external reasons

depending on you and CSR they can be avoided

Customer is not always right.


Yes, they are!! Smiley Very Happy

 

Customers ensure you have a job. I hate dealing with people sometimes but you always have to keep in the back of your head they're keeping my paycheck coming.

 


I work in customer service and we probably work for the same company with these 39.99 promo offers for 6 months, 1 year and so forth and then the customer calls in and wants the same offer and have past due balances, disconnections and the like.....We work for a company and while the customer pays my salary, they do so by not rolling from promotion to promotion.

 

I feel him 100%....You been wth the company 10 years.....On a promo. Then want to complain....Kick rocks. seriously. Or you can take my advice and add more products or get exactly what you can be afford. Might not be much but its affordable at the regular rate.


Starting Score: 601
Current Score: 670
Goal Score: 700


Take the FICO Fitness Challenge

NFCU Rewards- 8K......AMEX Delta Skymiles-5k.....Citi AAdvantage AMEX-3.5K...WalMart Discover-4K....Old Navy Visa-2k...BOA-3000...AMEX Green-NPSL....Discover More-1K
Mega Contributor
Posts: 15,442
Registered: ‎04-09-2011
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


XxRaVeNxX wrote:

DaveSignal wrote:

That sounds awful.  Maybe you could talk them into letting you out of your contract.



There's fine print in the cellular contracts, that coverage is not guaranteed... Pretty sure that LS2982 has heard this before...


It may not be guaranteed, but it shouldnt be advertised on your coverage map as "excellent" service if it really isnt!!!

 




Silver Spade Garden Club Member - Last App 12/16/13 - Looking for a clean slate NO INQ's / Diamond Inspired!
Starting Score:
EX (PLUS) 583 EQ FICO 565 TU FICO 590 3/15/2011 / Goal Scores: 720
Current Score: EX FICO (PSECU) 671 (myFICO) N/A / EQ FICO 679 / TU08 FICO 678 / TU VS 706 3/6/2014
Mega Contributor
Posts: 15,442
Registered: ‎04-09-2011
0

Re: Calling Customer Service Too Much Lowers Your Value?!?


jsickz32 wrote:

sprint sucks ass to the point i paid the 200 to end my contract. you have better chances of calling using a rock then your sprint phone when your out of covered signal area.


SO TRUE!!!!! Smiley Very Happy

 

I cant tell you how many times i've cursed my damn phone out on the highway only to have people look at me like im nuts!!

 




Silver Spade Garden Club Member - Last App 12/16/13 - Looking for a clean slate NO INQ's / Diamond Inspired!
Starting Score:
EX (PLUS) 583 EQ FICO 565 TU FICO 590 3/15/2011 / Goal Scores: 720
Current Score: EX FICO (PSECU) 671 (myFICO) N/A / EQ FICO 679 / TU08 FICO 678 / TU VS 706 3/6/2014
Advertiser Disclosure: The listings that appear on myFICO are from companies from which myFICO receives compensation, which may impact how and where products appear on myFICO (including, for example, the order in which they appear). myFICO does not review or include all companies or all available products.
† Credit cards for FICO Score ranges: The score ranges are guidelines based on actual applicant approvals and having a FICO Score in a particular range does not guarantee you will be approved for credit cards recommended in that range.

Copyright ©2001-2015 Fair Isaac Corporation. All rights reserved.   | Terms of Use | Privacy Policy | Sitemap

IMPORTANT INFORMATION: All FICO® Score products made available on myFICO.com include a FICO® Score 8, along with additional FICO® Score versions. Your lender or insurer may use a different FICO® Score than the versions you receive from myFICO, or another type of credit score altogether. Learn more

FICO, myFICO, Score Watch, The score lenders use, and The Score That Matters are trademarks or registered trademarks of Fair Isaac Corporation. Equifax Credit Report is a trademark of Equifax, Inc. and its affiliated companies. Many factors affect your FICO Score and the interest rates you may receive. Fair Isaac is not a credit repair organization as defined under federal or state law, including the Credit Repair Organizations Act. Fair Isaac does not provide "credit repair" services or advice or assistance regarding "rebuilding" or "improving" your credit record, credit history or credit rating. FTC's website on credit.