Customer Service Hint

[ellyssian]

If a customer says "send me information in the mail" and doesn't want to consider or commit to a deal over the phone, and the company wants to keep the business, the best thing to do would be to say "Sure, I'll send you some information out right away" and maybe... maybe add that there is an extra phone-only incentive, just in case that catches their interest.

What you do not do is say "I am not capable of doing that" when asked to mail something, and then launch into a whole spiel from someone who just told you they don't have time to consider the situation at the moment.

I do hope, however, that, if the call was recorded for training purposes, which had been stated as a possibility at the outset, that the training and re-education is provided not only to the caller ~ who was a bit brusque ~ but to the process and concepts behind the call. I'm sure she was doing her job as policy dictates, but I was left with no choice in the matter but to hang up abruptly.

I'm looking at you, Verizon Wireless, and I'm a little disappointed.

Comments

[brandedeclipse.livejournal.com]

I'll see if the Hubby knows who he can forward this complaint to. It's not his department (he's a field guy), but one of his co-workers was once a regional cust svc manager.

[blood-of-winter.livejournal.com]

One would think the correct answer would be "I'll be glad to send that to you and may I call you back in about a week to discuss our offer once you have read the material?" I know they want to make a sale but that isnt the way to do it...*sigh*

Maybe the should take some lessons from zappos.com - unbelievably good customer service

[wisedonkey.livejournal.com]

This is what I like about AT&T... they don't bother you.

[wisedonkey.livejournal.com]

But they'll gladly make unintentional changes to your account. Never buy an iPhone and say "Don't make any changes to my sms plan." Their software takes this to mean "kill off the text messaging plan completely for all phones on this account."

[ellyssian.livejournal.com]

Heh.

I killed off my text messaging on purpose after we started getting texted spam.