Good Morning,
This morning, I am shining and beaming. What in the world has happened in Customer Service? Why can't people be nice to people over the phone? Weren't they taught phone etiquette?
I am a former employee of the company that ranks ______, I won't say on the list of ten. And I admit, that I am not shocked. The list, according to MSN Money Magazine...
AOL.
Comcast.
Sprint Nextel.
Abercrombie & Fitch's.
Qwest.
Capital One.
Bank of America.
Time Warner.
HSBC Finance.
Cox Communications.
This list of Customer Service Nightmares doesn't surprise me; but let me tell you what I know from having been employed with said... People call up screaming and yelling like you killed their dog. I mean, don't they know the golden rule of honey versus venum? Then when you explain to them what they already knew, because I assure you, when you don't pay your bill, you will hear about it... whether it's phone service or money issues, you will have to pay the toll to continue to receive service. And they are yelling at you like they haven't done anything wrong. So when the customer service representative receives this type of customer, 1st, just let me say that the company I worked for would not allow me to hang up on the customer that just cussed me six way from sunday. I had to stay on the line and allow that customer to rant as long as they want. Then in a calm and knowledgeable voice, I'd pull up their account information and of course, there'd be a discrimination, but usually, I'd say; 8 times out of 10, the customer would be wrong. They exceeded something, or they didn't pay.
Now, I am only standing in defense of these companies because I know that it isn't the customer service representatives that have been ill meaning or out of line. It's the customers. Mind you, there are those customer service representatives that don't follow the rules, and believe me when I say, they are weeded out immediately. They do screen those calls, and when the customer service representative behaves badly, they are terminated without question. But for the most part, the customer service representatives are receiving the worst rap. DON'T BELIEVE EVERYTHING YOU READ OR HEAR. I am sure that you've heard that before, but I'd say, after reading MSN Money's article, that they are WRONG. And they need to send out their reporter to do a little more investigating because they are pushing some big money customer's opinion, and it's not always right.
BEFORE YOU BELIEVE THIS, CHECK FOR YOURSELF! That's all I am saying.
I cannot believe how passionate I feel about this. But being a Professional Customer Service Representative, I know. But do the research yourself!
Then leave me some comments what you think!
