Call Center Leader??? - USM Forum -- Message Board

Date: Oct 11, 2004

Call Center Leader???

Date: Oct 11, 2004

http://www.hattiesburgamerican.com/news/stories/20041011/localnews/139 6237.html

Date: Oct 11, 2004

Try try again...

http://www.hattiesburgamerican.com/news/stories/20041011/localnews/1396237.html

Date: Oct 11, 2004

Once again, I'm glad that I live in a state where a DoNotCall list is in effect!!!!

Date: Oct 11, 2004

The term "Customer Service" is a misnomer. When one calls the 800 "Customer Service" number provided by a vendor, more often than not the "Customer Service Representative" will try to sell you something (the telephone company, cable, or sattelite customer service representative might try to sell you a telephone or otherwise upgrade your service plan, a credit card customer service representative might try to sell you some sort of insurance for your owed balance, etc.). If all you want is your balance, or your due date, that is what they should give you. Customer Service Representatives are getting more and more irritating. Some have a difficult time taking no for an answer.

Date: Oct 11, 2004

quote:
Originally posted by: No Thanks
"Customer Service Representatives are getting more and more irritating. "

The Customer Service focus at USM is certainly getting irritating, I agree.

Date: Oct 24, 2004

Don't you think that educating customers on complimentary products that your company offers is an integral part of good customer service? Not to mention that studies have shown that customers who use more of your products are less likely to switch companies and it provides additional revenue to your company.

Date: Oct 24, 2004

We understand it, Aaron, we're just not sure where it fits into the idea of "university" that most of us treasure. We thought we were an academic institution, but apparently we were wrong.

Date: Oct 24, 2004

quote:
Originally posted by: Chicken Soup Lady
" We thought we were an academic institution, but apparently we were wrong."

And that my friends is the crux of the biscuit.

Date: Oct 24, 2004

quote:
Originally posted by: Aaron
"Don't you think that educating customers on complimentary products that your company offers is an integral part of good customer service? Not to mention that studies have shown that customers who use more of your products are less likely to switch companies and it provides additional revenue to your company."

The problem, Aaron, is that these so called "customer service representatives" don't seem to know how to take NO for an answer. The name "customer service" should be changed to "company service." But I do feel sorry for the "representatives" because I am confident that whatever they are doing is part of their job description. Some of them might even have a quota to make. Nonetheless, I detest speaking with them.

Date: Oct 24, 2004

quote:
Originally posted by: Aaron
"Don't you think that educating customers on complimentary products that your company offers is an integral part of good customer service?

Did you say "complimentary" products? There's nothing "complementary" when you charge a fee. The old tactic "We'll let you have it 90 days for free" is by no means "complementary." Nor is the old tactic "Give it a try for a month. Then, if you decide it's not for you, let us know and we'll cancel your subscription." These vendors must think their customers and prospective customers have shinola for brains.

Date: Oct 24, 2004

quote:

Originally posted by: Aaron

" . . and it provides additional revenue to your company."

The Midas Complex rears its ugly head again!

Date: Oct 24, 2004

quote:
Originally posted by: Aaron
"Don't you think that educating customers on complimentary products that your company offers is an integral part of good customer service? Not to mention that studies have shown that customers who use more of your products are less likely to switch companies and it provides additional revenue to your company."

No, Aaron, that is sales, sales, sales. Just calling it service, don't make it so. And why would you say "Not to mention..."? The second sentence reveals the true motive for that so-called "service": retain customers and provide revenue.

Don't get me wrong -- sales, customer retention and additional revenue are good things. I just object when companies act as if they are eleemosynary when all they are doing is trying to hook me, the customer.

To Serve Mankind. Yeah, I saw that Twilight Zone.

Date: Oct 24, 2004

I recently saw a job advertisement and also a job description of that position. The job advertisement was couched in terms of service. The job description, on the other hand, was couched in terms of sales.

Date: Oct 24, 2004

quote:
Originally posted by: Under the Double Eagle

I couldn't resist. Do I qualify for next week's Nom d'Aplomb?

Date: Oct 24, 2004

quote:
Originally posted by: Under the Double Ego
" I couldn't resist. Do I qualify for next week's Nom d'Aplomb?"

If you are one of the Doublemint Gum twins you will, Double Ego.

Date: Nov 8, 2004

quote:
Originally posted by: All in color for a dime
"Nor is the old tactic "Give it a try for a month. Then, if you decide it's not for you, let us know and we'll cancel your subscription."

Good grief, before you know it they'll be saying "come take a course for free and see if you like it."