@purebulldogs wrote:This is one aspect I really like about capital one. Not saying capital one doesn't close accounts, but they seem slower to do it when compared to most others from my experience.
That's true. It's sort of funny. I turned away from Capital One due to them not giving me increases in years (although, again, I haven't used the cards enough to warrant increases). Also was annoyed with this apparent "bucketing" idea I've read so much about (see the whopping limit on the SavorOne card in my sig).
But considering a couple of my CapOne's are now my oldest cards/accounts (after the Amazon SyncB Amazon loss), they're probably going to see some spend again out of fear thanks to my newfound lender abandonment issues.
@Anonymous wrote:
@azdude480 wrote:
You work for a company (especially one where this is a common occurence), you know what you're signing up for. Intention wasn't to take it out on the CSR, it was cathartic. Unortunately, I was just pointing out the obvious... issues... with the logic in their algorithsm.I doubt if anyone signing up to work for Sync is aware in any way that a tiny group of MyFico types ("They have HOW many credit cards?????") sometimes suffer AA. My guess is most of the regular customers don't except when they pay late etc.
But people working as CSRs as aware that they may well get abused. (Mod cut-not here please, sir)
It's kind of funny. I've read a number of discussions on the internet about why people unload frustration on customer service agents since they aren't the ones responsible for whatever happened and "are generally the only ones who might be able to help". I've also read (even on this thread) that people unload frustration because the customer service can't say anything back.
Of course they can't say anything back. That simple and obvious fact doesn't mean they don't have to deal with rightfully frustrated individuals, some of whom have been attempting to resolve an issue for hours, days, weeks (or as in my current issue with Amazon. . . months). I think there are plenty of fully grown five-year-olds out there ready to cry foul and probably do get off on abusing other humans that they know have to sit there and take it (same sort of mentality as those bad apple types that join the police force simply for the wrong reasons of ego and authority and power--which they obviously don't get elsewhere in their lives).
Customer service agents literally signed up for the job of dealing with resolving customer issues of all types. When I was in the Netflix Call Center when I still lived at home in the PNW, we were taught that 'most' people are decent and some are a-holes. But when people feel legitimately wronged (especially when money is involved), be prepared to see even the decent ones go south on you at some point. People generally know CSRs are limited in what they can do and they know the CSR didnt' cause their issue. However, the CSR is the face and their conduit to the entity that wronged them--so that's sort of the nature of the beast.
The logic behind "the CSR agent had nothing to do with it" and "the person is only unloading some anger and frustration because the person can't say anything back" is. . . well it isn't logic. I don't have control over whether the person can say anything back or not, and it wouldn't change how I interacted with the individual when I have a "strong case" for feeling wronged. If I was calling in to get off on a power trip or just to get compensated for something because for the pure pleasure and glory in it, that's another story. If I'm beyond pissed off at the company and am a bit annoyed/sarcastic or make meaning wisecracks during my interactions, good for me and the CSR won't think anything of it two calls later as that will be their 40th such call that week (maybe that day).
And when you get TRULY abusive people or people that are just insanely over-the-line, at Netflix, we were allowed to express some thoughts/judgements on the individual and disconnect the call. ("Sir/ma'am, we're not paid to deal with getting verbally abused and threatened like this by people who clearly need some help / have something else going on. Unfortunately, company policy requires me to log this interaction and disconnect the call at this time.)
Anyways, that's my long-winded way of saying that I agree. CSRs know they are going to be the target of some ire that's actually aimed at the company that wrong the customer. It's part of the training, it's part of the customer service life. But there is a line between a healthy level of frustration and anger being expressed and literally being uncessarily mean or abusive.
@Anonymous wrote:
@azdude480 wrote:
@Anonymous wrote:But people working as CSRs as aware that they may well get abused. (Mod cut-not here please, sir)
If I'm beyond pissed off at the company and am a bit annoyed/sarcastic or make meaning wisecracks during my interactions, good for me and the CSR won't think anything of it two calls later as that will be their 40th such call that week (maybe that day).
Yes, that's basically what I meant behind the mod-cut. You get to relieve some of your annoyance (albeit it doesn't acheive a real result towards fixing the issue) and in the end, the CSR puts it down to "one of those" and moves on. So almost a win-win, without the wins!
I don't follow. I actually got my issue resolved (account closed) and also expressed my frustration with SyncB. I'd mark it down as a win.
What's a real result? Everyone joins hands around the world after I make the CSRs day with pleasantry while canceling my account, and SyncB restores all six of my accounts after a high-level executive wonders why the best customer on the face of the early suddenly closed their account and looked into the history?
Nah. They had their reasons to close my accounts. I had my reasons to close the final unclosed account. I had a reason to be upset. CSR has moved on with their lives, as have I. They've survied another day to handle more calls from customers upset (or at the very least annoyed) their acounts have been closed. The (real) world is still turning. Win.
@Remedios wrote:
@azdude480 wrote:
@Anonymous wrote:
@azdude480 wrote:
You work for a company (especially one where this is a common occurence), you know what you're signing up for. Intention wasn't to take it out on the CSR, it was cathartic. Unortunately, I was just pointing out the obvious... issues... with the logic in their algorithsm.I doubt if anyone signing up to work for Sync is aware in any way that a tiny group of MyFico types ("They have HOW many credit cards?????") sometimes suffer AA. My guess is most of the regular customers don't except when they pay late etc.
But people working as CSRs as aware that they may well get abused. (Mod cut-not here please, sir)
It's kind of funny. I've read a number of discussions on the internet about why people unload frustration on customer service agents since they aren't the ones responsible for whatever happened and "are generally the only ones who might be able to help". I've also read (even on this thread) that people unload frustration because the customer service can't say anything back.
Of course they can't say anything back. That simple and obvious fact doesn't mean they don't have to deal with rightfully frustrated individuals, some of whom have been attempting to resolve an issue for hours, days, weeks (or as in my current issue with Amazon. . . months). I think there are plenty of fully grown five-year-olds out there ready to cry foul and probably do get off on abusing other humans that they know have to sit there and take it (same sort of mentality as those bad apple types that join the police force simply for the wrong reasons of ego and authority and power--which they obviously don't get elsewhere in their lives).
Customer service agents literally signed up for the job of dealing with resolving customer issues of all types. When I was in the Netflix Call Center when I still lived at home in the PNW, we were taught that 'most' people are decent and some are a-holes. But when people feel legitimately wronged (especially when money is involved), be prepared to see even the decent ones go south on you at some point. People generally know CSRs are limited in what they can do and they know the CSR didnt' cause their issue. However, the CSR is the face and their conduit to the entity that wronged them--so that's sort of the nature of the beast.
The logic behind "the CSR agent had nothing to do with it" and "the person is only unloading some anger and frustration because the person can't say anything back" is. . . well it isn't logic. I don't have control over whether the person can say anything back or not, and it wouldn't change how I interacted with the individual when I have a "strong case" for feeling wronged. If I was calling in to get off on a power trip or just to get compensated for something because for the pure pleasure and glory in it, that's another story. If I'm beyond pissed off at the company and am a bit annoyed/sarcastic or make meaning wisecracks during my interactions, good for me and the CSR won't think anything of it two calls later as that will be their 40th such call that week (maybe that day).
And when you get TRULY abusive people or people that are just insanely over-the-line, at Netflix, we were allowed to express some thoughts/judgements on the individual and disconnect the call. ("Sir/ma'am, we're not paid to deal with getting verbally abused and threatened like this by people who clearly need some help / have something else going on. Unfortunately, company policy requires me to log this interaction and disconnect the call at this time.)
Anyways, that's my long-winded way of saying that I agree. CSRs know they are going to be the target of some ire that's actually aimed at the company that wrong the customer. It's part of the training, it's part of the customer service life. But there is a line between a healthy level of frustration and anger being expressed and literally being uncessarily mean or abusive.
You were way over the line (if it happened)
Also, while for some reason you seem to be able to excuse your behavior, no amount of typing will change the fact you shouldn't talk to CSR like that, ever.
If you had a beef, there is social media, you can express your frustration with the company instead of laying it on one person who had nothing to do with it.
And while there might be someone who is more abusive than you, that was verbal abuse because they cannot respond to you in a way they would had they not been at work.
I feel their pain since I feel compelled to measure my words.
You can continue rationalizing completely inappropriate behavior, it doesn't change it.
Just because there might be someone who acts worse than you, that doesn't mean you acted right. You did not.
If that conversation happened, it seems more like an adolescent revenge fantasy than anything else.
Well said.
@Remedios wrote:
@azdude480 wrote:
@Anonymous wrote:
@azdude480 wrote:
You work for a company (especially one where this is a common occurence), you know what you're signing up for. Intention wasn't to take it out on the CSR, it was cathartic. Unortunately, I was just pointing out the obvious... issues... with the logic in their algorithsm.I doubt if anyone signing up to work for Sync is aware in any way that a tiny group of MyFico types ("They have HOW many credit cards?????") sometimes suffer AA. My guess is most of the regular customers don't except when they pay late etc.
But people working as CSRs as aware that they may well get abused. (Mod cut-not here please, sir)
It's kind of funny. I've read a number of discussions on the internet about why people unload frustration on customer service agents since they aren't the ones responsible for whatever happened and "are generally the only ones who might be able to help". I've also read (even on this thread) that people unload frustration because the customer service can't say anything back.
Of course they can't say anything back. That simple and obvious fact doesn't mean they don't have to deal with rightfully frustrated individuals, some of whom have been attempting to resolve an issue for hours, days, weeks (or as in my current issue with Amazon. . . months). I think there are plenty of fully grown five-year-olds out there ready to cry foul and probably do get off on abusing other humans that they know have to sit there and take it (same sort of mentality as those bad apple types that join the police force simply for the wrong reasons of ego and authority and power--which they obviously don't get elsewhere in their lives).
Customer service agents literally signed up for the job of dealing with resolving customer issues of all types. When I was in the Netflix Call Center when I still lived at home in the PNW, we were taught that 'most' people are decent and some are a-holes. But when people feel legitimately wronged (especially when money is involved), be prepared to see even the decent ones go south on you at some point. People generally know CSRs are limited in what they can do and they know the CSR didnt' cause their issue. However, the CSR is the face and their conduit to the entity that wronged them--so that's sort of the nature of the beast.
The logic behind "the CSR agent had nothing to do with it" and "the person is only unloading some anger and frustration because the person can't say anything back" is. . . well it isn't logic. I don't have control over whether the person can say anything back or not, and it wouldn't change how I interacted with the individual when I have a "strong case" for feeling wronged. If I was calling in to get off on a power trip or just to get compensated for something because for the pure pleasure and glory in it, that's another story. If I'm beyond pissed off at the company and am a bit annoyed/sarcastic or make meaning wisecracks during my interactions, good for me and the CSR won't think anything of it two calls later as that will be their 40th such call that week (maybe that day).
And when you get TRULY abusive people or people that are just insanely over-the-line, at Netflix, we were allowed to express some thoughts/judgements on the individual and disconnect the call. ("Sir/ma'am, we're not paid to deal with getting verbally abused and threatened like this by people who clearly need some help / have something else going on. Unfortunately, company policy requires me to log this interaction and disconnect the call at this time.)
Anyways, that's my long-winded way of saying that I agree. CSRs know they are going to be the target of some ire that's actually aimed at the company that wrong the customer. It's part of the training, it's part of the customer service life. But there is a line between a healthy level of frustration and anger being expressed and literally being uncessarily mean or abusive.
You were way over the line (if it happened)
Also, while for some reason you seem to be able to excuse your behavior, no amount of typing will change the fact you shouldn't talk to CSR like that, ever.
If you had a beef, there is social media, you can express your frustration with the company instead of laying it on one person who had nothing to do with it.
And while there might be someone who is more abusive than you, that was verbal abuse because they cannot respond to you in a way they would had they not been at work.
I feel their pain since I feel compelled to measure my words.
You can continue rationalizing completely inappropriate behavior, it doesn't change it.
Just because there might be someone who acts worse than you, that doesn't mean you acted right. You did not.
If that conversation happened, it seems more like an adolescent revenge fantasy than anything else.
Going to um...agree to disagree. I think you those of you who congregate on a forum to be inconsistent with your outrage are taking it much harder than the CSR did. He knows it wasn't directed at him (I do immediately regret the transcript aspect of the post as you can't really get a feel for the tone--lesson learned), just as I know those who let me know what they felt about companies I worked for didn't know me or have any reason to attack me directly. Fact of the matter is, he was caught off guard and confused at first until I went over the issue, then he seemed very comfortable and you could even 'hear' his smiling/laughing/eye-rolling/understanding through his responses to the "revenge fantasy". But I do (and trust me . . . I really do) appreciate the effort.
Also disagree on the social media outlet be appropriate (if I even wasted my time on those things--which I haven't in in the two years it has been since I ixnayed my accounts). Effectively talking to a web CSR isn't much different than a phone CSR except they can type (and still not say what they want) and can't speak. That's utterly brilliant.
But if you want to see some upset people, try reading through the last 60 days of the askcomenity twitter handle (dont' need a Twitter account to do it). Shows the maturity level of social media/cancel culture and how effective it is in getting things done.
The post was about a small 'victory' amidst some unexpected account closures while I was (rightfully) frustrated with Synchrony. Haven't had a wellfare check done, but I'm pretty sure I was 'post-account-closure-angry-call #23542' for him and he is still with us and happy as a clam. I do apologize for your pain, though.