Category: the Rant Board
I will not pay my phone bill by phone, or mail, because I get overcharged, or my bill gets "Lost". Ha Ha!
So, I go in to pay it yesterday. I had to sit there, and listen to the "customer service" person talk on the phone for fifteen minutes. Not only was I bored, but my caregiver was being paid for her time, and the milage. So, he finally gets off the phone.
"What are you here to pay?" he asks.
"My phone bill," I says.
After waiting for over quarter of an hour for his bs session to finish, he tells me they don't take century link payments anymore.
One good thing, is he did tell us where to go. But, waiting for a personal call to finish, isn't how I want to wait for my turn. If there'd been a real person in line, I could see it. If it was an emergency, I could understand. But, things like this seem to happen all the time, these days.
I've had to wait for people behind the counter to get done talking about "what we doing after work," and other frivilous stuff.
I know what customer service should be, and it's not what it is. When I practice customer service, I do what I would want. I try to remember people want to be respected, and I give them that respect.
I thought it was just my dad complaining, when he was impatient to get coffee that's supposed to have free refills, but, mostly iit's peeople not caring about the customer anymore. I bet when they are the customers, the ones that are most offensive, demand perfect service!
I don't want them to butter me up, or anything. Just common respect, is all. Like:
1: Don't forget we're here.
2: Treat the ccustomer with respect.
3: Do your job in a timely manner. Don't rush, but take your personal calls, when nobody's there.
4: Treat the customer like a human being, not like something you stepped in, on the lawn.
5: There's rules for being in customer relations positions. If you follow them, you will be appreciated. I know. I've worked in Customer Service jobs, and followed the rules. It really works. Don't trust my saying it. Just try it sometime!
God Bless all!
Sarah
So, lets just examine this scenario here. You went into the wrong place, to do
something they don't do there, and you're complaining about bad customer
service? How about you do some research before you go in? How about you
know what you're doing? Then you wouldn't have to worry about things like
this. I notice that you don't say anything about having bad customer service at
the correct place where you were supposed to go. And the very idea of saying
that you get overcharged when paying by phone is ridiculous. Even if it were
true, is it more than you just paid your care giver for the milage and time spent
waiting for you to do something the rest of the world stopped doing years ago?
But, oh wait, we should probably ask this, do you even pay your care giver?
Honestly, its people like this that make me sympathize more and more with
customer service representatives when they complain about customers. When I
meet with anyone in a customer service job, I make sure to make their job as
quick and as painless as possible. But some people I know treat them as if
they're galley slaves, there to do their bidding, and be damned if that
representative doesn't hop to do that bidding right when that customer says to.
Its as if people are so important that fifteen minutes of their day is time costing
them money. Lets face it Sarah, I don't think anyone on this site is going to
believe that you were kept from some all important appointment by the fifteen
minutes you sat there in your archaic ritual. What were you missing out on by
having to sit there, Dr. Phil? Give me a break and stop bitching.
As one who works in the service industry - in a bank - it is generally a universal principle - at least in my experience - that the customer comes first. Now, I've been in this position - standing around waiting while a couple customer service types stand there chin-jawing about personal matters which could very easily be put off for a moment to help the person waiting patiently for them. Now I don't know the whole story here, but generally speaking, when a client or customer comes up to the counter where you're working, you put personal conversations on hold to do your job. Worst case, you tell the customer something like "I'll be right with you", thus letting them know you did in fact notice them. That is, as I say, pretty universal as far as I know. The problem is, people in the service industry can get really jaded after dealing with the ins and outs of customers wanting clearly ridiculous service or having unreasonable expectations. That makes them slip up. The service industry isn’t going down hill, but some of its workers make it seem like it.
I find when people say "I had to wait 15 minutes." It was only about 5 and maybe, just maybe the rep was conducting business with another rep, so the question of what are you doing after work might be answered quickly after they'd finished business.
I also worked in the service industry, and so I do exactly that too, try to keep the communication as painless as possible on both ends.
I mostly get good service. Now and again, I'll get a bad one, but that is not often, and because everyone doesn't do the job well.
That I add in to the issue too.
Customer service is typically min wage paying jobs AKA survival jobs, so yes, you're going to get a mix of people doing them not all that are bubbly, people loving, workers. And I will never hold that against them, because personality differences aren't something I'm going to blame someone for. And before you say "well then they should get another job", please wake up, jobs are hard to come by and customer service jobs are rather prevalent in the U.S. And guess what? Most people don't have crap like SSI to fall back on if they can't find their dream job, so they take what they can get. So if you seriously expect someone to smile and be super happy and enjoying life and treating you like a princess when they're getting paid barely enough to feed their family while spending 40 hours a week dealing with often annoying customers, then you are what's wrong with the world. I hate this robot people mentality. And if Remy you're able to do that fulltime for years and years, kudos to you, but in no way should anyone realistically expect that to happen. There's no excuse for anyone to be outright rude, but OMG finishing a conversation or taking a few minutes to flippin breathe
at a job is completely reasonable, when you're getting clocked in for every minute of your day.
Another one of these? Just go away.
after the well deserved butt kicking I received on here a couple weeks ago, I'm extremely hesitant to comment. silver lightning, what you said is very valid. how you expressed it could have been kinder. that's you and if a person looks beyond the put downs and nastiness you make excellent points which I'm going to agree with and amplify.
besides using the phone, sara could have her phone payment automatically withdrawn from her bank account, or she could do it manually. staying at home relaxing and pressing a couple keystrokes is a lot more convenient and less stressful than draggin myself all over the world to get annoyed. it's also more time and resource efficient. just a thought...
if the phone payment was incorrect, perhaps pilot error occured. every time I pay for something this way, before I press the button to make the bill go through it asks if the amount being paid is correct.
divorce your phone company. this is not the 1960s. from looking at your profile, I happen to know sara that you live in the same state as do I. there are at least two other options, Comcast, and frontier, that you could switch too. even better cut the cord. cell phones are much more convenient. removing the bill for the antiquated land line is one less budget item.
finally, meet people where they are. chicken dinners aside, god why did I even whine, it's kinder and healthier to assume the best of others. although the rule of thumb is to deal with the person in front of us before the one on the phone, you have no real idea what the individual was talking about. as was the case with myself, one time I had to keep someone waiting because my frivolous personal call was to make arrangements to deal with my gravely ill child who had been taken to the emergency room. yes, this is an extremely dramatic example, but someone like you who was hear ing "you'll pick me up when?" and "I look forward to seeing you then." might have thought I was going out for drinks after work.
one final comment on this post, while eating breakfast my husband and I were discussing this situation. In aunt hot wheels' defence century link the company she apparently is having difficulty with is famous for overcharging. he knows of several people who subscribed to the lowest cost option but were "mistakenly" charged for the highest. the company claims to fix the problem but it doesn't happen. this is for automatic withdrawals or ones that are put on credit cards. so monitoring these is imperative. frankly, I wouldn't do business with such a company but I'm not aunt hot wheels.
I'd not sign up for automatic payments for anything.
You have no time to work things out if the charges are wrong one month.
Mistakes happen, so when bill paying, I believe in doing it manually.
All banks will allow you to pay your bills via them, or credit card providers even if you use one of these cash cards.
I agree using a computer for us is the best method. You can save a copy, print it out, lots of things, so you know exactly what is suppose to happen, and you have documentation.
hi for real,
like you, I rarely use auto payments. power and control are the things that make me happy. when I choose the date, my bills get paid on line. the only exception is one auto payment. so far, it's worked fine. they send out the amount, which is always the same, a couple days ahead. if it's wrong there is time to correct it. that is safe.
To answer some questions:
First, I did try auto pay, and was ripped off by Century Link.
I've checked out Comcast, and a local program, and the other local placn costs way more. Comcast has charged friends of mine, for talking boxes, that if I understand correctly, should be the same as a non-talking box from the same company. If Century Link is bad, Comcast is just as bad, if not worse.
And, as for the time it took for the person to get to me, it was fifteen minutes, if not more. Someone timed it, and it wasn't me. I too assumed it was more like five or even less, but I was corrected.
Century link cannot be trusted with a credit or debit card. I made that mistake too many times, to be excuseable. Most bills, I just mail out, my rent is hand-delivered to a box on the door of the office.
And, this guy was talking about something to do with scheduling, as well as another co-worker. I had to use my hearing aides, as the guy was hard to hear. Due to background noise, I had to turn them up a bit, and my head hurt from that.
I used to pay by phone, but the computer doesn't let me enter my card correctly, and check it, without timing out. I used to use the customer folks on the phone, till they started charging $4 per paid bill by phone, using them.
I'm not saying this to make excuses, and it's pointless for Cody to post on here, cause, I still have him on Ignore. So, he can call me every name in the book, and I refuse to read it.
I forgot one thing. Someone suggested going cell. That's great, and mostly, I use my cell phone. However, I have a medical device, that both the social worker and I agree on, is necessary, in a Non-Secure complex. Most people on low income, have low income apartments, live in building settings. Not all, but most, in my state at least. My home health program pays for it, and it's already come in handy, in a very difficult situation.
I also have to get the cheapest internet, and that's DSL. Comcast has taken advantage of family, as well as friends. The local company contracts with Century Link, for a better deal, still we get charged more.
On the topic of customer service in general, the worst problems are in fast-food, and diners with places nation-wide. I said something in public qn's, a few weeks ago.
Places like Sonic, and even some MacDonalds, are ones I'm thinking of. Putting stuff on sandwiches that people ask: "Please, no on this or that?"
If it was just flavor, I deal with it. However, people have been given things they are allergic to. I heard of one person needing treatment for deadly allergies to something they asked not to have.
That's the kind of thing that bothers me. If I ask for something hot, and they put on the other person's burger, when they say: "It's for her. I can't have them, cause they make me ill."
And, who gets the spicy burger? The person that doesn't tolerate hot things well. All I want, is to see things get better.
BTW, I also have done customer service. I know it's a pain, and I did the worst kind. Fundraising, and telemarketing. Fundraising wasn't bad. I enjoyed it. Just the group I had to ask didn't have much to give.
In telemarketing, I heard more swearing than on here. I know it's hard to play the "Nice lady on the phone," when someone's giving you a major tongue-lashing. It was an auto dialer, and I even got connected to an emergency 911 line, through some back number. Scared a year off my life, till I relaxed a bit, and started laughing about it.
I am sympathetic to the frustrations. I also remember the drill of how respectful one must be, to get into customer service. And, when in high school, I got my food-handlers' permit, I remember the customer service drills we got before and after the test.
All I want to see different is more respect. Is that so much to ask for?
Well, from Cody, yes probably it is. And, that's all right. "Thank you for visiting my board, and posting. However, I am not reading Ignored postings. Have a nice day, and thanks again for stopping by."
Thanks all for your points.
God Bless,
Sarah
why don't you use cox? it's much faster! century link is the slowest internet
I've had! it sucks! well, in my oppinion anyways. but yeah, I agree with you
on the customer service thing. I asked for no tomato on a burger because I
just don't like tomato. what do I get? tomato. so yeah, agree. :)
Marilyn, if you put yourself in the other person's shoes, its easier to
understand why mistakes like that get made. If you've done the exact same
thing, hundreds of times a day, for months, maybe even years on end, its very
difficult to change it up. So when you ask for no tomatoes, that message has to
go from the person taking your order, who may not have even heard it properly
if you're using a drive through since many of those suck, then it goes to the
kitchen, where the person makes your burger andhas to somehow remember
that the burger they've made the exact same way every time now has to be
changed, and the six or seven other burgers they're working on at the same
time don't need to be changed. Then they have to wrap up the burgers and
remember which of them has no tomatoes, and pass that specific burger onto
you and not someone else who likes tomatoes. and then, if they don't get that
exactly perfect, they have an angry customer who then gets pissy with them,
while they make so little money they can't even afford basic living. Don't you
think its kind of understandable that they'd make mistakes every once in a
while?
Well put Cody
Yes. I agree.
On a burgerit is a simple matter to remove things.
If it has some sort of sauce, simply take it back and ask that it be redone. You'll get what you want on the second try.
People don't set out to piss the customer off. It isn't the thing you think about while working.
Sia, that cable company is in another state. Also, it's financial reasons. Yeah, I'd love a speed like I used to have. But my situation's much more about the bare necessities.
I need Internet for email, and employment. DSL, is what I can get. People around me seem to keep getting jobs, so maybe, I'm next?
God Bless,
Sarah
As far as the other thing, usually that works. Sonic is my only multigripe fast food. So, I quit going there. The only thing I miss is the coffee shakes, and those are easily found elsewhere.
Not that you should switch.
I'd just like to say that many times other providers will have special pricing for say 6 months, or a year.
The thing is sometimes you can get them to keep you in that same price range after the time is up, but it is a gamble.
You'll receive a good speed at a really low price for a while.
You can always shop for another special rate after the time is up, or a couple months before it is to end.
Just an idea to share.
In my formative career days, I was a technician, so I have som perspective re: customer service. Like many on here, I try and help make the customer service person's job easier. It's true: people get those jobs because they fell on hard times or they're just starting out. And part of the euphemism of "shit rolls down hill" is that people usually kick the customer service person after they kicked their dog, yelled at their kids and got into an argument with their spouse.
Especially if the customer service person's job is mainly to do the service, not have some other profession attached to it, they're particularly vulnerable to this.
Thank you Cody for writing that last post so I don't have to. I might also add that often you are also dealing with people who want things ASAP, and if not, you may feel that is the case. People make mistakes when they're being rushed along sometimes.
I have to say that as someone who understands, I try for respect. There's nothing like being cussed out by someone on a "bad hair day." One of the reasons I left the job. The other, was my stupid boss, that thinks everyone in a wheelchair comes out of a box, with the same model number. If I ever go back, I know what to expect. And, my boss from before, will not be my boss again.
If someone was having a crisis, or emergency of some kind, (and I've had that happen), I do my best to either wait for another person, be compassionate, or come back tomorrow, or call back tomorrow.
I had a med assistant help schedule my next appointment, so I didn't have to rush the folks out front.
The only time I get mad, is when it's to me, unreasonably long wait, for no good reason.
A lot of folks had good suggestions, and thank you.
God Bless,
Sarah
there are five words that make the world go round more smoothly. these are "please" "thank you" and "I appreciate." all well thought through comments here today. especially I liked cody's leo's and for real's.
as for Comcast vs century link, I like the talking tv box. when century gets it and if it is cheaper I might consider switching. all cable type companies have to be watched carefully. knowledge is power. reading each and every statement and appealing when wrong works most of the time.
as for the burger complaint... my daughter in law has worked for and managed fast food places for years. if you want a specialty sandwich go to Wendy's. you'll pay more but chances are what you requested is what is received. for the rest as silver lightning or cody or whoever would say suck it up and deal. if a person is that concerned about health issues, why are they eating at sonic. just saying...
Oh, another thing I've found. Don't go with a bundle. if a company is trying to
say that they will charge you more for internet without a bundle, tell them this
simple sentence, "Oh, no thanks then, I can get internet only for less at your
competitors". I guarantee you will get a lower price on just the internet. Then
you don't need to even worry about a phone bill.
Some customer service jobs actually pay well.
Some folks like them too.
So, don't assume your rep is working that job because they have to.
Some of them will be the store manager you are dealing with.
Some will have other things going, like maybe they own lots of property and work say cashier because they enjoy doing it, not because they need it.
That was one of my peeves. People assumed I was lower class because I was the rrep.
I'd get ask questions like.
"Do you know were A B is? when they lived in a expensive neighborhood.
I'd say, sure, I'm your neighbor.
Smile.
great point for real. someone needed to say it. you know theshortest journey is that jump to a conclusion
Sarah, regarding your statement about the medical alert device you use, if you haven't already, you ought to check into an alternative if you're looking to save money. (I don't know what state you are in) but here in Texas there are medical alert systems that can be connected to people's cell phones. I know because I have one, and have had it for a few years now, without ever having a landline.
I've seen a far larger proportion of insufferable customers than negligent customer service people. With a few exceptions, you get what you give as a customer. If you are polite and patient, you get the service you deserve, and vice versa. Fact is, the customer is *not* always right.
Meglet, maybe your experience is that you get what you give to customer service reps, but that is by no means the experience of most of us. I have to say that I'm in total agreement with Sarah here, in that customer service reps are, for the most part, very rude and unhelpful.
But chelsea, if we agree with the logic that you get what you give. If you get
a rude and unhelpful customer service rep, isn't it possible you were a rude and
unhelpful customer? I can honestly say I have never once had a customer
service rep that I would call rude or unhelpful. I've had some that were clearly
tired after a long day, but they still managed to be polite and helpful. If people
would start treating customer service reps as humans rather than galley slaves,
maybe you'd see better results. and honestly Chelsea, seeing your personality
on here, I have a hard time picturing you as the perfect picture of politeness.
Cody, it rarely has anything to do with the customer being rude. Getting things done nicely is always the way to go, for customers and customer service reps alike. Now, if only people like you would admit that reality, but alas, you'll continue putting it on others like myself and Sarah because you don't like us. I hope you have a wonderful day!
You're welcome to think that Chelsea, but my own history in customer
service, and the testimony of every single one I asked about this subject
disagrees with you. Its very hard to be cheerful and charming when you have a
customer treating you like scum.
It is hard, but necessary to do.
I use to think of them as crazy, and ignore them or their slights.
When I could get away with it, I'd answer questions real nicely, but in a manner that was payback.
Laughing.
"sir, I must explain this to you completely. We like our customers to understand.
Yes Cody, yes it is. It's expected that we continue to be professional at all times, but we're human. The best of us are at times going to run out of patience after days and days of ... difficult people. The ones I feel the worst for are telemarketers. Yeah they can be pushy and abrasive, but first, there's a terrible stigma attached to the job that automatically garontees you're starting off on the wrong foot, no matter how nice you are, and second, when one depends on success for their livelihood, it's no wonder they are trying to sell. Is it right? You be the judge. But I think it is at least understandable.
difficult people are challenging people. it's easy to be nice to the sweetie pies, but when we are confronted with the grumps in this world, I always found that improving their mood made my day. if weconfront nastiness with nastiness, then we are no better than the person who we are dealing with. yes, everyone has bad days. customers and reps alike. recently someone said something to me that really made a difference in my life. "meet everyone where they are. if you don't like that place try to make it a better one."
I recently had a crappy customer service experience. This wasn't with a customer service rep, but with a barber I visited. I was getting my hair cut, and right in the middle of the cut, the barber stops and answers her cellphone. She then proceeds to take this personal (and not an emergency) call as I sit in the chair for ten minutes caped and with half a haircut. It was so rude of her. I enjoy giving a generous tip, but this time I asked for change back. I got it back, and then left two pennies on the counter and walked out. Since the penny has been discontinued here in Canada, the tip was more metaphorical and impractical for them. It was my first, and last, visit to that barber shop.
although I can see why you were angry, it might have been more effective et tell the barber why you wren't leaving a tip. by dropping those pennies off all you did was make her mad. she needed a good kind dose of consequential learning.
Naw, she got it. Smile.
It is universal when you do that, and she knew exactly what she'd done to deserve it.
She hasn't seen that customer anymore on top of that.
This made me laugh. I just had to post it.
Pay somebody to call customer service.
http://www.cnet.com/news/hate-customer-service-you-can-pay-someone-to-call-for-you/