@Anonymous wrote:
@jd352 wrote:
@Anonymous wrote:
@jd352 wrote:
The same could be expanded to other businesses. IE... cellular wireless CSRs. Those, in my experience, are more so than not simply unsatisfactory in handling calls. Therefore, I have to say that for the most part, the CC companies have it fairly well controlled.In the wireless world (for big carriers) almost a business decision. It's high turnover, and the reps are minimally trained to handle common calls with no deviation from the rules allowed (Cap One style). Anything else is too expensive, and if customers are unhappy, well, they can churn between the carriers, which have similar CSR approaches. And, in the end, cell service turns out to be much more vital than credit cards, with fewer choices, so consumers end up putting up with poor experiences. Good model actually!
I personally never had any experience with Cap1 CSR's as I never owned a Cap1 card. But, based on posts, they do bend the rules for some and not for others. Some people get the AF's removed or reimbursed while they deny the same treatment to others.
I wasn't trying to make a direct correlation between the wireless industry and the credit card industry. But rather pointing out that as long as CSRs are not completely replaced by robots, there will always be variation in levels of customer care - no matter which company is contacted.
The important thing is that companies realize that CSR's are the faces of their company and the first contact for consumers. I have seen many people end their business from companies for receiving poor customer service. How often do we see people ecstatic to kick their Cap1 cards to the curb?
Poor customer service can be a PR nightmare.It's really the EO that gives different treatment I think. If you contact front-line CSRs, things go by the rules (if there is an offer on your account, you get it, otherwise you don't).
I agree poor customer service can be a nightmare, but there are always new customers for Cap One, and if you are basically a duopoly (VZ, AT&T) with similar products, prices and attitudes and very high barriers to entry for competitors, well, too bad, if the customers don't like it, they can not like it, just keep paying those bills!
to extrapolate this analogy of monopolys in most areas of the country you really have only one option for cable companies, and we know how bad their customer service can be. just look at the recent news story about comcast. It seems to me all cable companies csr all act in the same way.
