Comments on: Surviving Customer Support Conversations

By: Kelly

Kelly — Fri, 17 Jun 2011 21:27:18 +0000

@Julie Excellent response. I had many of the same thoughts. In addition, in my experience, you are usually only prompted to press 2 or 3 buttons, rather than going through a "button pushing ritual." We all like the human touch, but the electronic tools help route calls more efficiently and consistently at a lower cost. Self-help is also a big thing anymore and many times you can find a solution to your problem without having to involve someone else.

By: Elizabeth Richards

Elizabeth Richards — Thu, 16 Jun 2011 03:07:51 +0000

I learned a lovely lesson one day about being stood customer. The pilots’ union was not going on strike but enough flights were delayed or cancelled that summer you couldn’t tell it. I stood in a long line of people hoping to get reticketed. I’m sure many customers were frustrated and abusive. When I finally got to talk to a rep, I simply said, boy I bet this is a long day for you.. And really it didn’t take great deal of compassion to realize they took the abuse for the actions of others.

The surprising thing was I got booked on a flight within 30 minutes. I treated them like a human. They responded. Lesson learned.

By: Brian Taylor

Brian Taylor — Wed, 15 Jun 2011 21:39:41 +0000

I’m a left-handed vegetarian, Kerry.

Brian Taylor
Sydney

By: Jenifer

Jenifer — Wed, 15 Jun 2011 17:04:03 +0000

Possibly, until you are sent to an operator who needs to transfer you to several different people in order to route you to someone who can help. I don't understand why our society makes this such a big deal. It's just a phone system. @Mari Olsen

By: Jenifer

Jenifer — Wed, 15 Jun 2011 17:02:19 +0000

Anyone who lashes out on a CSR simply because they were routed through a phone system (designed to make their call more efficient) needs to develop skills in patience and logic. If selecting a few options on the phone is the most horrible thing you experience during the day, then you should count your lucky stars because you’re having a great day! Technology can be frustrating, but that does not entitle anyone to verbally abuse others.

By: Mari Olsen

Mari Olsen — Wed, 15 Jun 2011 16:42:09 +0000

Press zero until you get to a person. That will at least reduce the frustration attributed to the phone system.

By: Charlie

Charlie — Wed, 15 Jun 2011 14:54:56 +0000

Normally I reserve my comments for your fantastic rememberences of your childhood, but felt the need to comment here. Even the best advice won’t be remembered if it is in too complex of an answer. Not the case here. I pulled a nugget out of this that I am sure will help me going forward. When you hear your inner voice saying “Here we go again!” as I have so often heard myself thinking when I run into a VMS; stop and determine whether “you might respond historically rather than episodically”. That’s one the companies should print on the business cards right next to “For servce dial 1-800-herewegoagain”. That’s even better than “Objects in mirror may be closer than they appear”. Ahh, I feel my cholesterol going down as I type.

By: Steven Chamblee

Steven Chamblee — Wed, 15 Jun 2011 13:57:28 +0000

I love it. Kerry Patterson is like a favorite uncle who calmly and somewhat magically makes it all make sense. Presidential material, for sure, but will he take the job?

I do have one suggestion before you have to make one of those “into the bowels of the system” calls…get out the comics. Reading the funnies helps to take the edge off, and all of the snippets are brief, so you can “come back” to the phone call when it’s finally answered. I once shared a Marmaduke caption with a credit card customer service rep, and we both had a good laugh. She thanked ME for being a great customer!

By: Pat

Pat — Wed, 15 Jun 2011 13:47:41 +0000

I too find myself frustrated as most of the options on most of the automated systems seem to have nothing to do with my need to contact customer service. I generally start my call as follows, I’m very frustrated after spending 7 minutes and 3 tries to get through the Silicone Sal System, so please be patient with me as i try to be professional and courteous. This usually leads to a few moments of comiseration and generally a laugh between the CSR and myself after which I can deal with my issue in a much calmer and friendlier manner.

By: Jean

Jean — Wed, 15 Jun 2011 13:02:59 +0000

As a member of the management team at one of those “push 7” contact centers, I can tell you that it’s not easy being a customer service person. The reason WHY our phone system contains an automated voice response feature is that we can provide customers with the same information with that system as a customer service rep can (uses the same data base).

Oh, and it’s a GOVERNMENT contact center. To handle all the customers who want to speak with a live person, we’d need another 200 staff members, and unfortunately, taxpayers don’t want to pay for that, either. Most people who are checking on routine information can get answers without speaking with one of our staff. We try to save their time for the really complex questions and service issues. Some self-defense, but also a reminder that you can catch more flies with honey than vinegar!