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Call center improvement?
Old 08-08-2020, 07:46 AM
  #1

It occurs to me that I’ve been the recipient of great kindness and efficiency when I’ve called for help with electricity, cable, delivery service, and Prime TV. It used to be that these services were rude and short with me. I’m so impressed! Do you notice this?

Yesterday my Prime TV flaked out and it took the poor young woman who got stuck with nontechy me almost an hour to walk me through finding a solution. I hate talking on the phone and I hate dealing with tech, yet we did it and she remained pleasant.

What is your recent experience with calling for help?


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Old 08-08-2020, 07:51 AM
  #2

I too, have had mostly pleasant help. I always explain that I am not a techie and that I might not use, or understand, some of their terminology. I do think it helps to be pleasant to them also.
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Old 08-08-2020, 08:04 AM
  #3

I've had better luck than in the past too. I had to buy a new computer during all of this, and I had great customer service from everyone I had to contact about making it work the way I wanted. My college roommate/talk to her every day friend tells me I must not have dealt with AT&T in the Orlando area. She's been struggling with getting really high speed internet for weeks with no one taking responsibility for the delays.

As for customer service in general, I think when the Covid crisis first started, customer service in stores was consistently wonderful. I think everyone is just tired of everything now, and customer service is not quite so consistent. Of course, they have to deal with tired of it, angry, and sometimes just plain crazy customers.
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Old 08-08-2020, 08:31 AM
  #4

Whenever I have to call Medicare or Social Security, I am surprised and grateful at the professionalism and kindness.
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Old 08-08-2020, 08:55 AM
  #5

Companies or businesses that have had prior experience or capabilities of trouble shooting on line. . . yes .
They have bent over backwards for me .

Businesses that have totally switched from work site to "work from home" have deteriorated over the past few months. Especially the DMV.


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Old 08-08-2020, 09:02 AM
  #6

Just yesterday I was texting with Amazon's help center. I ordered two items that I collect, sold by Amazon. I have prime, and I received the your item has shipped notification. The very next morning, I received a notification that my item was returned undeliverable. It went to USPS, but never left? Though the other item had. So, I went to purchase it again, and the price had almost doubled. I complained, and thought it was reasonable that I should have the item and the original price. But was told no, because prices fluctuate. I think this was very poor customer service. Or maybe I am just overly disappointed.
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Old 08-08-2020, 10:23 AM
  #7

I can't remember the last time I had rude customer service. Then again, I rarely call because I hate talking on the phone because of my hearing, and let DH do it. My last customer service call was with Kaiser Permanente about a technical problem, and the person was wonderful and pleasant, and waited on the phone until my problem was resolved, which probably took 15-20 minutes.

Quote:
I do think it helps to be pleasant to them also.
This is really essential. The people on the other end are very likely to get many upset customers, and dealing with a pleasant customer must be a relief.

DH is in high tech and often has to do troubleshooting, which means that another techie has trouble and needs help right now. When I hear him talking to someone, I really admire his extreme patience and kindness, no matter how long it takes or how difficult the problem may be. And the same thing is true when he deals with customer service/tech support when he himself has an issue and opens a ticket.
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