I worked as a CSR for 4 years. Claiming that there is nothing you can do, and hiding behind company policies is taking the easy way out. I managed to work my way up to a supervisor's position by listening and finding solutions to customers problems. Even still, really glad I don't do that anymore....hard on the head, drove me to smoke a lot of pot.
uhm yeah but don't go into that job if you can't handle the customers. you're SUPPOSED to make the customer feel at the very least better despite the customer policies. not put them on hold for fifteen minutes or ignore their comments of the provisional claim. wake up woman
Its not my goal to put the customer on hold, or make them feel worse. Just sometimes the claim is out of my hands and I have to escalate it to a supervisor.
'That's what customer service is all about'? I take the point of what you are saying. But if you don't see anything wrong w/ being a corporate shill, then it's time for a little self examination.
wow. Corporate shill? That is a little much. In this economy its hard to say no to 10/hr plus health benefits and room for promotion and raises. I don't work there anymore, but it was a job that paid my bills.
There is a big difference to the way you spoke in your video and the list of standard response your were coached to give at your place of employ. I recognize that there is also a big difference between your personal time and the company time.
If you converse to others sans sincerity . . . though you may be doing your job, it is the very definition of being 'a corporate shill'.
I get that it's increasingly difficult to be idealistic when there r BILLS to pay. Which is y I tempered my 1st post
nonsense. I hav dealt with CSRs who atleast remotely knows how to deal with clients in sense that transparency is made available to clients that they have no authority over what is happening. remember that clients are not these augmentative screaming monsters that CSRs including yourself make them out to be. if you handle the client with care, the client will respond accordingly...unless he has dealt with an idiot CSR prior to you. never say Cant to the client and always give feedback promptly
Well yeah that is what I got taught. You never assume the client is going to yell at you. You never tell them you can't do something. That's why it gets escalated to someone who has the authority to do something. I would say that 95% of the clients that called into me were easy and kind, just there is a few who make CSR jobs hell.
That's assuming you have a rational intelligent human being that you are attempting to help, but you know what.... lots of customers are fucking retarded.
I agree with you. Some CSR reps are just well, stupid. I had someone repetedly tell me to fill out a form. And honestly I was sooooo mad at her, and this was at my school. I dont think i have been that mad.
well you don't need to be like that dude that's just a comedy it's not serious. btw no one make you watch that video. click on more info you'll see tha category it comedy like fred and something like that i know that might be an insult to you but it really is a comedy to get subscribers.
Hank's video was awesome, I'm sorry. I completely understand where you are coming from in this video, but you know what he yelled and it got him his money back so there was obviously something that the CSR could do to help him. I'm glad you gave the advice to say escalate, I will remember that now and use it :)
Actually most CSR are told to not do anything unless it needs to be escalated. And Hank yelled it got escalated his manager didn't bother taking the call and just said refund.
sorry, but you are also responsible! you have a choice: dont work there, otherwise you are participating in their sick way of treating people. I do not intend to attack you as a person, but we all need to take responsability in society. look for an honest job. best ms
Look for an honest job? Oh well that should easy in a down economy... Its not like I am selling drugs or beating kittens or if I even still work as a CSR, but if no one would be CRS... people would be even more screwed over.
I worked as a CSR for over and its hard to find a place that pays me 11.50 an hour with full medical and dental, feeds me twice a day(hot meals) works with my school schedule...
Ive been on the shit end of both sticks. which is why I try not to yell when I call CSRs. I was a ERS call taker for AAA. ERS- Emergency Road Service. and we too have policies, many of those we would have to follow, and you can usually tell what calls were going to be handed to the manager. The thing is, and as it was told to us.we dont have to take the customers abuse, I felt bad for a lot of people, but it also is not wise to yell at the person you are calling for help.
I totally understand. We don't have to take the abuse. So I was just trying to inform people that you don't need to yell you just need to ask for a manager or escalate the call.
Is it possible for CSRs to escalate the call as soon as they realize that it's beyond their power to fix the problem but someone else does have the power to fix the problem?
It depends on teh company. Some allow CRS to pass the call on their own, but some require that if the CSR is no longer able to help and customer doesn't want anymore help that it ends the call.
True. But you have to understand that when someone is dealing with a bunch of crap that keeps escalating, it creates a great deal of frustration and it pisses people off. When this happens, it is quite common for someone to vent their frustrations to the nearest convenient source and while I do not feel that this is right, it is a perfectly normal reaction. However, I do sympathize with everything you have to go through but not everyone knows how this system works, you work with what you know
Yeah it does happen I have yelled at a few people on the Dell CS phone loops to just get me to a person who spoke english. We do all have our weak points.
Agreed. CSRs *must* follow their company's policy or risk getting fired. And they probably don't enjoy talking to you any more than you enjoy talking to them. In my job I'm on the phone all night, talking to people who mostly don't want to talk to me. It's not that I enjoy the job, and I definitely don't sit there playing games on my phone - fired for sure! - but I have to pay the bills somehow.
Amen to that. The company I work for pays me extremely well to take their customer's BS. Im out of school working full time now, so Im making good money with benefits - including amazing healthcare/401K deals. Bonuses and raises every year! You can't beat that in this economy.
some times is does suck...
WildMossnose 2 years ago
I worked as a CSR for 4 years. Claiming that there is nothing you can do, and hiding behind company policies is taking the easy way out. I managed to work my way up to a supervisor's position by listening and finding solutions to customers problems. Even still, really glad I don't do that anymore....hard on the head, drove me to smoke a lot of pot.
Kenzinator 2 years ago
uhm yeah but don't go into that job if you can't handle the customers. you're SUPPOSED to make the customer feel at the very least better despite the customer policies. not put them on hold for fifteen minutes or ignore their comments of the provisional claim. wake up woman
dandarwish 2 years ago
Its not my goal to put the customer on hold, or make them feel worse. Just sometimes the claim is out of my hands and I have to escalate it to a supervisor.
devobat 2 years ago
'That's what customer service is all about'? I take the point of what you are saying. But if you don't see anything wrong w/ being a corporate shill, then it's time for a little self examination.
DFTBA
jimithingjames 2 years ago
wow. Corporate shill? That is a little much. In this economy its hard to say no to 10/hr plus health benefits and room for promotion and raises. I don't work there anymore, but it was a job that paid my bills.
devobat 2 years ago
There is a big difference to the way you spoke in your video and the list of standard response your were coached to give at your place of employ. I recognize that there is also a big difference between your personal time and the company time.
If you converse to others sans sincerity . . . though you may be doing your job, it is the very definition of being 'a corporate shill'.
I get that it's increasingly difficult to be idealistic when there r BILLS to pay. Which is y I tempered my 1st post
jimithingjames 2 years ago
nonsense. I hav dealt with CSRs who atleast remotely knows how to deal with clients in sense that transparency is made available to clients that they have no authority over what is happening. remember that clients are not these augmentative screaming monsters that CSRs including yourself make them out to be. if you handle the client with care, the client will respond accordingly...unless he has dealt with an idiot CSR prior to you. never say Cant to the client and always give feedback promptly
tylorblack 2 years ago
Well yeah that is what I got taught. You never assume the client is going to yell at you. You never tell them you can't do something. That's why it gets escalated to someone who has the authority to do something. I would say that 95% of the clients that called into me were easy and kind, just there is a few who make CSR jobs hell.
devobat 2 years ago
That's assuming you have a rational intelligent human being that you are attempting to help, but you know what.... lots of customers are fucking retarded.
daigle101 2 years ago
people at the bottom of the totem pole are acctually the most important
invaderpink 2 years ago
Seriously. My supervisor really appreciated how much we did for him. Treated us really well. If only most people got that at their jobs.
devobat 2 years ago
I agree with you. Some CSR reps are just well, stupid. I had someone repetedly tell me to fill out a form. And honestly I was sooooo mad at her, and this was at my school. I dont think i have been that mad.
oilersrule2005 2 years ago
I know it can be so frustrating, its usually down to miscommunication.
devobat 2 years ago
we're watching you
trevsterino 2 years ago
Creepy. But I'll deal.
devobat 2 years ago
well you don't need to be like that dude that's just a comedy it's not serious. btw no one make you watch that video. click on more info you'll see tha category it comedy like fred and something like that i know that might be an insult to you but it really is a comedy to get subscribers.
KiraYamato636 2 years ago
Hank's video was awesome, I'm sorry. I completely understand where you are coming from in this video, but you know what he yelled and it got him his money back so there was obviously something that the CSR could do to help him. I'm glad you gave the advice to say escalate, I will remember that now and use it :)
Poderosa20 2 years ago
Actually most CSR are told to not do anything unless it needs to be escalated. And Hank yelled it got escalated his manager didn't bother taking the call and just said refund.
devobat 2 years ago
sorry, but you are also responsible! you have a choice: dont work there, otherwise you are participating in their sick way of treating people. I do not intend to attack you as a person, but we all need to take responsability in society. look for an honest job. best ms
eshoyahora 2 years ago
Look for an honest job? Oh well that should easy in a down economy... Its not like I am selling drugs or beating kittens or if I even still work as a CSR, but if no one would be CRS... people would be even more screwed over.
I worked as a CSR for over and its hard to find a place that pays me 11.50 an hour with full medical and dental, feeds me twice a day(hot meals) works with my school schedule...
devobat 2 years ago
Ive been on the shit end of both sticks. which is why I try not to yell when I call CSRs. I was a ERS call taker for AAA. ERS- Emergency Road Service. and we too have policies, many of those we would have to follow, and you can usually tell what calls were going to be handed to the manager. The thing is, and as it was told to us.we dont have to take the customers abuse, I felt bad for a lot of people, but it also is not wise to yell at the person you are calling for help.
LestatDemus06 2 years ago
I totally understand. We don't have to take the abuse. So I was just trying to inform people that you don't need to yell you just need to ask for a manager or escalate the call.
devobat 2 years ago
Is it possible for CSRs to escalate the call as soon as they realize that it's beyond their power to fix the problem but someone else does have the power to fix the problem?
LoudlySurreptitious 2 years ago
It depends on teh company. Some allow CRS to pass the call on their own, but some require that if the CSR is no longer able to help and customer doesn't want anymore help that it ends the call.
devobat 2 years ago
nice video - Go english accent woooo
weeds37 2 years ago
I am not English but I get that a lot with my webcam... something about the microphone.
devobat 2 years ago
*nod*
It is not the workers fault; it's the higher ups.
KairaChan226 2 years ago
Indeed. Sometimes their hands are tied in fear of being fires.
devobat 2 years ago
True. But you have to understand that when someone is dealing with a bunch of crap that keeps escalating, it creates a great deal of frustration and it pisses people off. When this happens, it is quite common for someone to vent their frustrations to the nearest convenient source and while I do not feel that this is right, it is a perfectly normal reaction. However, I do sympathize with everything you have to go through but not everyone knows how this system works, you work with what you know
ardman911 2 years ago
Yeah it does happen I have yelled at a few people on the Dell CS phone loops to just get me to a person who spoke english. We do all have our weak points.
devobat 2 years ago
Agreed. CSRs *must* follow their company's policy or risk getting fired. And they probably don't enjoy talking to you any more than you enjoy talking to them. In my job I'm on the phone all night, talking to people who mostly don't want to talk to me. It's not that I enjoy the job, and I definitely don't sit there playing games on my phone - fired for sure! - but I have to pay the bills somehow.
tess1124 2 years ago
Indeed. Not many places play 10.50 an hour and have good benefits.
devobat 2 years ago
Amen to that. The company I work for pays me extremely well to take their customer's BS. Im out of school working full time now, so Im making good money with benefits - including amazing healthcare/401K deals. Bonuses and raises every year! You can't beat that in this economy.
christinet8504 2 years ago