Quote:
Originally Posted by ApK
I was working help desks around the time that "empowerment" was just starting to become a buzzword. The idea being that supposedly front line employees were "empowered" to make policy exceptions. That they can and should 'take ownership' (also just coming into buzzword vogue then) of the issue and do what they could to resolve the problem.
I have worked in places where that was just lip service and you would get slapped down if you were so foolish as to think you knew better than the policy makers, and I have worked in places where the idea was really taken to heart and customer satisfaction became a more important metric than some of the other volume-based targets.
Nonetheless, the reality is -- and I say this as a member of the public who calls CSRs, not as CSR myself any longer -- all I really want in a CSR is someone who sounds like they understand what I'm asking, and who makes it seem like they are giving my issue due attention.
Even if the decision comes back against me...I can't return the item or whatever--I'll be happy with the CSR if they at least make me THINK they put some effort into helping me and are sorry that they couldn't do more.
(I still might escalate the issue if I truly think the decision was unfair, but the escalation will include praise for the CSR.)
ApK
|
I remember about dealing with HP 4 years ago and everyone was taking ownership. First line in every email. Followed by a lot of irrelevant cut and paste of poorly translated Asian documents. After 38 emails and 12 phone calls I just said ***k it. I have already wasted too much time on this. I spent the $50 and fixed it myself. Haven't bought from HP since but I will probably in future as they are not as bad as some.
I am not as easily mollified as you it seems. I actually get annoyed when the CSR pretends to fix my problem and they don't. But in the rare cases a CSR actually is effective, I will do my best to see they get credit.
Again I don't blame the CSR. If they don't know what they are doing, it is not generally their fault. They are just doing the best they can and following company policy.
And their are many companies, non tech mainly, with excellent CS policies. Most of the things I buy work, which is the best customer service one can expect. Eventually I may throw them out or give them away for a better model but they are still good.
I don't want to see people fired because they can't or won't do their jobs. I also don't want to see them be afraid. Still the self-centred side of me does not want to have to deal with them either. Caught between a rock and a crazy place.
Helen