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Every Thing Else Board
buy local so you can talk to an idiot?
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<blockquote data-quote="vbd" data-source="post: 293133" data-attributes="member: 4088"><p>I am the manager of the Customer Support Department where I work. I have 6 on the phones and 12 in the Repair Station, covering repairs to the products this company has been putting on the street for 20 years. </p><p></p><p>I have only a few rules...</p><p></p><p>1. <strong>The customer is not always right</strong>; however, the customer is the customer and is to be treated as such!</p><p></p><p>2. <strong>A customer with a perceived problem has a problem</strong>. Treat him as such, although it may not be the problem as he perceives it. (We experience a good number of "finger" problems...not understanding the system operation.)</p><p></p><p>3. <strong>NO ONE is expected to take abuse from an irrate customer! </strong> These calls are transferred to me...I do take care of my people.</p><p></p><p>The company recently purchased a new phone system. In this new system was a Call Center module they were so happy to have...until I pitched a fit and would not let them turn on as it left people on hold, required a number of button pushes, and sent people to voicemail. My position was simple...I do not like all that crap when I call somewhere and was not going to stand for changing the way assisted customers...you know the old "if it ain't broke, don't fix it" syndrome. I guess I had enough stroke to hold off 'progress' for a while anyway.</p><p></p><p>I am like all of you...nothing beats a human voice...although we cannot hide the Texas accent...especially me... :lol: </p><p></p><p>Van</p></blockquote><p></p>
[QUOTE="vbd, post: 293133, member: 4088"] I am the manager of the Customer Support Department where I work. I have 6 on the phones and 12 in the Repair Station, covering repairs to the products this company has been putting on the street for 20 years. I have only a few rules... 1. [b]The customer is not always right[/b]; however, the customer is the customer and is to be treated as such! 2. [b]A customer with a perceived problem has a problem[/b]. Treat him as such, although it may not be the problem as he perceives it. (We experience a good number of "finger" problems...not understanding the system operation.) 3. [b]NO ONE is expected to take abuse from an irrate customer! [/b] These calls are transferred to me...I do take care of my people. The company recently purchased a new phone system. In this new system was a Call Center module they were so happy to have...until I pitched a fit and would not let them turn on as it left people on hold, required a number of button pushes, and sent people to voicemail. My position was simple...I do not like all that crap when I call somewhere and was not going to stand for changing the way assisted customers...you know the old "if it ain't broke, don't fix it" syndrome. I guess I had enough stroke to hold off 'progress' for a while anyway. I am like all of you...nothing beats a human voice...although we cannot hide the Texas accent...especially me... :lol: Van [/QUOTE]
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