var json_comments = new Array("
\"user-pic\"
Melissa Powers
July 27, 2009 2:34 PM
Moderate | Flag for review

I use \"Pyschological\" tricks all the time. In all seriousness, I have to call Time Warner this week. Maybe I'll try this trick.

Reply
1 replies
\"user-pic\"
Munchie
July 28, 2009 4:19 PM
Moderate |Flag for review

@Melissa Powers: Phone tech for way too long here. These tricks will only work on new agents. After a while you lose all emotional investments in the calls you are taking. I can go from a raging new yorker to an alabama sweetheart in about 30 seconds and not skip a beat. Neither one gets more than the other.

Reply
","
\"user-pic\"
flyingember
July 27, 2009 2:37 PM
Moderate |Flag for review

I've started to try the \"authorization\" excuse. I state that I recognize that they may not have the authorization to do what I need and ask if I have any other options because of this.

Reply
6 replies
\"user-pic\"
destruktolux
July 28, 2009 4:25 AM
Moderate |Flag for review

@flyingember: When I hear this at my phone csr job, my thoughts are more along the lines of \"awesome, I can maybe pawn this guy off on an escalations agent and keep this call within my time goal.\"

Reply
\"user-pic\"
richcreamerybutter
July 27, 2009 5:22 PM
Moderate |Flag for review

@flyingember: I don't use the word \"authorization,\" but instead say, \"I may not have the right department/have pressed the right extension, but maybe you can transfer me to the right place if this is the case.\"

Reply
\"user-pic\"
Patrick Henry
July 27, 2009 4:24 PM
Moderate |Flag for review

@flyingember:

And you know what they think? \"Why in God's name does this person think they are so important?\" SHUT DOWN MODE.

Seriously, there is no better way to piss off a rep than to make them feel incompetent and unable to handle your problem. More than likely, they can and are willing, without you being a dick and saying you don't think they can handle it.

Reply
\"user-pic\"
MeanPeopleSuck
July 27, 2009 5:37 PM
Moderate |Flag for review

@Patrick Henry: I don't think flyingmember is being a dick. S/he's just understands that the rep isn't omnipotent and instead of insisting on getting what s/he wants, is asking what the options are now that \"ideal scenario #1\" is off the table.

Reply
\"user-pic\"
Mythandros
July 28, 2009 2:53 PM
Moderate |Flag for review

@MeanPeopleSuck:
You've never worked phone support, have you?


*Quirks a brow*

Reply
\"user-pic\"
MeanPeopleSuck
July 28, 2009 6:25 PM
Moderate |Flag for review

@Mythandros: Nope. But I have been on the customer side of the call many times. If the CSR doesn't have the authority to give me what I want, it's not like a throw a hissy fit and accuse them of being unable to do their job. Instead, I ask them what my options are, which usually leads to an escalation or a much better deal than what was originally offered.

Reply
\"user-pic\"
SteveZim1017
July 28, 2009 8:08 PM
Moderate |Flag for review

@MeanPeopleSuck: Just a thought to add to this... If you claim you are gonna write a letter, then actually do it.


Especially if you claim this and the CSR comes through for you. Those letters can mean alot when a manager position opens up and wouldnt you rather have the person that was willing to help you in that spot instead of Mr. Snarkypants?

Reply
\"user-pic\"
You hate your job but you're still working there?
July 31, 2009 9:16 AM
Moderate |Flag for review

@SteveZim1017: On the flip-side of that, if you claim you're going to write a letter and don't, the CSR has the ability to find out that you didn't, and that the extra effort they put forth in an effort to reciprocate was \"wasted.\"

And yes, they should be doing their best to resolve your issues without emotional bribery to begin with, but if there is a rise in these empty promises it could backfire and leave CSRs more jaded than they already are.

Reply
\"user-pic\"
winner
July 27, 2009 5:00 PM
Moderate |Flag for review

@Patrick Henry: I agree completely. That is a last-ditch effort that I resort to when I know I'm not going to get my way and need to annoy the CSR as a means of making myself feel better.

Reply
","
\"user-pic\"
Cuban Embassy
July 27, 2009 2:41 PM
Moderate |Flag for review

By the time it's appropriate to start offering them positive feedback, hasn't the opportunity for them to change course and get you taken care of already slipped?

If I were a customer care person, I'd be suspicious of the caller that said \"Oh I just love the way you answered the phone! I'm going to write you a positive letter about my experience just as soon as I get off the phone!\"

Reply
4 replies
\"user-pic\"
HiPwr
July 27, 2009 4:28 PM
Moderate |Flag for review

@Cuban Embassy: Yes, timing is everything. The customer service rep may be a little suspicious if you try this right after you call him/her a dumbshit.

Reply
\"user-pic\"
Moosehawk
July 27, 2009 8:42 PM
Moderate |Flag for review

@HiPwr: lol wow.


CSR: \"Alright I'm going to have you unplug your modem for 30 seconds and we'll take it from there\"


Me: \"Wow thanks I never thought of that! What a brilliant idea, I'm so glad you can think independently. I'm going to write a positive letter to your supervisor complimenting your brainstorming skills\"

Reply
\"user-pic\"
kexline
July 27, 2009 3:35 PM
Moderate |Flag for review

@Cuban Embassy: I had an outsourced callcenter rep do almost exactly that to ME -- she told me, IIRC, that I had a very nice, kind voice.

As it happened, I didn't have any issue with her at all. But I did wonder if I would have felt obligated to continue using my kind voice for longer if things had gone south.

Reply
\"user-pic\"
K-Bo
July 27, 2009 3:17 PM
Moderate |Flag for review

@Cuban Embassy: I've seen this work in situations where they say no to something you want, you just start in on \" I know you aren't the one who made this call, you have tried so hard to be helpful, ect.\" They might magically find they can help somehow.

Reply
","
\"user-pic\"
madame_underpants
July 27, 2009 2:48 PM
Moderate |Flag for review

after 40 minutes on hold to directv, I cannot fake niceness. Just can't, won't even try.

Reply
3 replies
\"user-pic\"
Mythandros
July 28, 2009 3:05 PM
Moderate |Flag for review

@madame_underpants:
Then you'll continue to have bad experiences. Simple as that.


Think of it as acting, hell.. you might even enjoy yourself if you get someone good.

Reply
\"user-pic\"
kexline
July 27, 2009 3:39 PM
Moderate |Flag for review

@madame_underpants: At that point I at least aim for \"pained\" rather than \"furious\", though it can take some effort. The next time a rep picks up I tell him that I've had a very bad customer service experience so far, that I understand the situation isn't his fault, and I apologize in advance if I get a impatient or angry. It does help sometimes.

Reply
\"user-pic\"
Kd McEntire
July 27, 2009 6:19 PM
Moderate |Flag for review

@kexline: When I'm hopping mad I always, always, always start off the call with \"Hi. I'm mad at your company and NOT YOU, so if I seem angry, I just want you to know in advance that I know it's not YOUR fault and that it's just my frustration talking.\"

This approach has never failed me in ten years of dealing with call center reps. More often than not I get sympathy and extra effort to fix the problem. Since I've been a call rep myself, when the rep goes that route I make a point of asking for their manager after and telling them what a good job their rep did handling my case and how they \"calmed me down\".

Reply
\"user-pic\"
kexline
July 27, 2009 6:32 PM
Moderate |Flag for review

@Kd McEntire: Ha, I love that you specifically tell the manager that the rep helped calm you down. That's awesome. I give snaps as often as I can justify it (particularly since most people *don't*) and you just gave me something new to look for.

Reply
","
\"user-pic\"
KyleOrton
July 27, 2009 2:48 PM
Moderate |Flag for review

Why not just start bribing CS reps? That's what low-level officials of corrupt African and Eastern European governments expect. I would think low-level employees of corrupt companies would work just as well.

Reply
7 replies
\"user-pic\"
strouthesm
July 28, 2009 5:57 PM
Moderate |Flag for review

@futuresuperbowlMVPJayCutler: Who says we're any worse than any Third World country? We just have more money to throw around, therefore it's not as noticeable. Bribery is a way of life in the US, and we are holier than thou when it comes to telling the rest of the world that it's \"bad\". We've just institutionalized it.

Reply
\"user-pic\"
zacox
July 27, 2009 3:30 PM
Moderate |Flag for review

@futuresuperbowlMVPJayCutler: Yes, lets start bribing everyone in sight. That way, we can pay to get out of paying for what we shouldn't be paying for in the first place!

Reply
\"user-pic\"
MostlyHarmless
July 27, 2009 2:58 PM
Moderate |Flag for review

@futuresuperbowlMVPJayCutler: Well, if it were most of Asia, thats what any-level officials of corrupt Asian Governments would expect.

Reply
\"user-pic\"
Adrienne Willis
July 27, 2009 3:00 PM
Moderate |Flag for review

@MostlyHarmless: and in Jersey as well --> [www.nj.com]

Reply
\"user-pic\"
TechnoDestructo
July 28, 2009 7:28 AM
Moderate |Flag for review

@mbz32190: America is rotting from the top down, not the bottom up.

Reply
\"user-pic\"
dragonfire81
July 28, 2009 2:45 PM
Moderate |Flag for review

@TechnoDestructo: I want that on a bumper sticker. Nicely put.

Reply
\"user-pic\"
squinko
July 27, 2009 3:33 PM
Moderate |Flag for review

@mbz32190: There's nowhere near the level of corruption in American government as there is in eastern Europe or Africa. It's disingenuous to try and compare them.

Reply
\"user-pic\"
Greasy Thumb Guzik
July 27, 2009 9:34 PM
Moderate |Flag for review

@squinko: Obviously, you don't live in Chicago, C[r]ook County or Illinois in general!
No matter what New Jersey or Louisiana say, the fact is that the FBI has twice as many agents assigned to public corruption in Chicago as any other place except for DC!

Reply
\"user-pic\"
ktetch
July 27, 2009 3:48 PM
Moderate |Flag for review

@squinko: You ARE kidding, right? Have you ever actually read many proposed bills?

Seriously, the US has the biggest, most established lobbying business in the world. Do you know what lobbying is? It is, in effect, bribery. As former head of a forming US political party, and then (and until the end of the week) head of an international association of political parties (see my icon), I've had to deal with a lot of this. US politics 101 - the seat goes to the person with the biggest campaign fund.

The US is one of the most undemocratic, and corrupt governmental systems in the world, and the fact that the media is legally allowed to lie makes it even worse. Poland and Serbia are more democratic, and less corrupt than the US.

Reply
\"user-pic\"
squinko
July 27, 2009 5:05 PM
Moderate |Flag for review

@futuresuperbowlMVPJayCutler: Executives don't have the power to throw you in jail or steal your stuff or take away your family or physically harm you like a crooked cop does. Please explain how a Goldman Sachs executive stealing money is the exact same thing as being falsely imprisoned or murdered.

Lobbying is completely different from what goes on in Third World nations. Comparing the two is asinine and makes you look like an idiot.

Reply
\"user-pic\"
chrylis
July 27, 2009 9:51 PM
Moderate |Flag for review

@squinko: Unless, of course, those executives happen to work for media companies or any of the other industries who have managed to buy laws that make what should be civil matters at most criminal. Then they just send in the FBI and can, at a minimum, shut your business down for so long you go bankrupt.

Reply
\"user-pic\"
squinko
July 28, 2009 1:54 AM
Moderate |Flag for review

@chrylis: That is exactly like murder, kidnapping and rape. Good job.

Reply
\"user-pic\"
KyleOrton
July 27, 2009 3:57 PM
Moderate |Flag for review

@ktetch: The difference is that corrupt poor people scare us and corrupt rich people and corporations have PR firms and operate in the background. It's the only reason that encountering a cop in Ukraine makes us tense and seeing executives from Goldman Sachs on TV does not.

Reply
","","","","
\"user-pic\"
winshape
July 27, 2009 3:02 PM
Moderate |Flag for review

Does this make cancellation phone calls to Vonage any shorter or less painful?

Reply
","
\"user-pic\"
fantomesq
July 27, 2009 3:02 PM
Moderate |Flag for review

It would seem that in most situations this would be a transparent attempt to kiss a** and seen as such. Where and to who were you going to write? I agree with the earlier poster who statedthat at the point that this would come up, the point to change course will have passed.

Reply
2 replies
\"user-pic\"
K-Bo
July 27, 2009 3:18 PM
Moderate |Flag for review

@fantomesq: my guess is after a day of people cussing and screaming, even a transparent attempt to kiss a** would be preferable to the norm.

Reply
\"user-pic\"
Patrick Henry
July 27, 2009 4:26 PM
Moderate |Flag for review

@K-Bo:

No, I got absolutely nothing when I went over and above. I got a little print out with the customer's name and comment on it. That's it. No bonus, raise or anything.

You can bet that if I miss one stinkin' item on their call review that all hell came down upon my head. Forget the thousands of calls that I helped customer perfectly in.

I didn't care if people were happy with me. I knew I did a good job. All they care about is when you fuck up.

Reply
\"user-pic\"
tbax929
July 27, 2009 4:54 PM
Moderate |Flag for review

@Patrick Henry:
Same here. I did customer service for DirectTV while I was in college, and there was no recognition for a good call, only reprimanding for the bad ones.

Reply
","
\"user-pic\"
dbshaw
July 27, 2009 3:10 PM
Moderate |Flag for review

I've used this basic trick as the customer service agent. when people called for help, even though it was my job to help them, after they finished their spiel about what was wrong, I'd start off with an 'um...\" a pause, then go with \"Ok, here's what I'm going to do for you\". Makes them think I'm on their side, going beyond my normal procedure just for them and much more willing to listen to me and follow my directions. So even though I hadn't actually done anything yet, they think I have.

Reply
1 replies
\"user-pic\"
kexline
July 27, 2009 3:44 PM
Moderate |Flag for review

@dbshaw: Sure, in the right context.

That would work on me if I was asking for a favor -- for example, I'm about to call my credit union and ask for a fee reversal because I tried to move money from the wrong account. It's blatantly obvious from the balances what I *was* trying to do, but I did make a mistake.

On the other hand, if I was calling because your company raised my interest rate, stole my dog, burned my house down, and then signed me up for Reservation Rewards, that line would seriously piss me off.

Reply
","
\"user-pic\"
madame_underpants
July 27, 2009 3:11 PM
Moderate |Flag for review

There is nothing worse than fake snarkiness about your job performance.


Upgrade Denide!

Reply
","
\"user-pic\"
savdavid
July 27, 2009 3:16 PM
Moderate |Flag for review

Sad we have to lie or bride with flattery to get service we are entitled to anyway.

Reply
3 replies
\"user-pic\"
Mythandros
July 28, 2009 3:19 PM
Moderate |Flag for review

@savdavid:
And that attitude is EXACTLY why you don't get what you want. You are what we call an \"Entitlement whore\". You think you're more important than you actually are, and you think you deserve more than you actually do.


People like you are LUCKY if I put the most BASIC effort into helping you, I'm more inclined to piss you off and make you hang up on me, making my job easier.


Not my fault that I couldn't do anything, customer hung up!


You seriously need an attitude re-adjustment, either that or stay home from now on. Don't talk to people, you clearly don't know how.

Reply
\"user-pic\"
Patrick Henry
July 27, 2009 4:28 PM
Moderate |Flag for review

@savdavid:

I think it's sad how often people try to bully CSR reps, threaten them, YELL AT THEM, and generally make the job a living hell.

I tried to be nice to everyone, but sometimes that one damn customer who feels entitled to the world and the moon can really ruin your day. I tried to not let it affect me and usually won, but it's a very hard job.

In addition, fraud was rampant and I got so sick of people calling in demanding credits and free service for their bullshit customer service issues. I hated it when people tried to bully me on the phone, but at least I was polite in denying and stuff.

Reply
","","","
\"user-pic\"
Rachacha
July 27, 2009 3:22 PM
Moderate |Flag for review

My Mother always told me to Never Lie.


It is a rarity that I am impressed with Customer Service representatives. I am usually caught in the Adobe Hell of \"I can't give you a license number that you did not receieve because you did not lose it\" routine where the problem I have is not on the script, so therefore they are unable to assist me.


If I were even in a call where the CSR was competent and listened to my problem, and tried to resolve the issue, but could not, then I would try the psychology bit.


Every once in a while you will get a CSR that does go above and beyond, and it is a welcome relief (I opened a Credit card with Hotel points, and after the first purchase they were supposed to credit me 10,000 hotel points. This didn't happen, so we called the CSR, explained the problem, they apoligized, immediately credited the points I was due, and gave me another 5000 points for my trouble. I never requested the extra 5000 points, and the conversation was very polite and civil (so he was not trying to \"buy me off\" to calm me down. I understood that mistakes happen, give me my 10,000 points and I am happy, give me an extra 5000, and I will cry out of delight because I found a competent person.

Reply
","
\"user-pic\"
jamiesue
July 27, 2009 3:22 PM
Moderate |Flag for review

I ask to speak to CSRs' managers to compliment them if they tried their best to resolve my problem. 90% of the time CSRs are helpful as they can be and they could use a little encouragement. I never blame hold time on the CSR I get because they can't control the phone que. Most managers are SHOCKED to hear a compliment and some CSRs don't even know who I would contact to give a compliment to (which is sad).

Reply
5 replies
\"user-pic\"
Kd McEntire
July 27, 2009 6:23 PM
Moderate |Flag for review

@jamiesue: I always make a point of asking for the manager if I get a good rep. I've been a CSR and as such when I recognize someone who went even a little bit above and beyond I make a point to praise them.

Reply
\"user-pic\"
lim
July 27, 2009 4:04 PM
Moderate |Flag for review

@jamiesue: Want to hear a surprised rep? I had reason to call up one of the \"How's my driving?\" numbers and leave a compliment. Confused the heck out of the rep who answered.

Reply
\"user-pic\"
psm321
July 27, 2009 4:43 PM
Moderate |Flag for review

@lim: I have very good UPS and FedEx drivers that will make sure to cover a package left on the porch if it's raining, try to put it out of sight, etc. Every once in a while when I'm particularly impressed I'll give the company a call to compliment the driver and I always get a call back from the local depot saying thanks, it's so rare for us to get a compliment and we appreciate it.

Reply
\"user-pic\"
catastrophegirl chooses not to fly
July 27, 2009 4:32 PM
Moderate |Flag for review

@lim: i did that once when i saw a UPS driver prevent an accident by making a move to block a truck that was about to change lanes into a small car that the truck obviously couldn't see. he could see the big brown truck though! the rep at the how's my driving number said she didn't remember the last time she got a positive call.

Reply
\"user-pic\"
mianne
July 27, 2009 3:32 PM
Moderate |Flag for review

@jamiesue: Probably the same individual to whom they refer complaints, IE their supervisor, or Customer Service Manager. If a CSR cannot figure that out on his/her own, they've probably also not been able to help me in any way to actually earn a compliment though.

Reply
","
\"user-pic\"
disneyninja
July 27, 2009 3:29 PM
Moderate |Flag for review

Is there a trick to get them to help you when they breach their privacy policy? Because I've been trying for 2 hours now, 3 supervisors and no one cares. No one wants to do a favor for you when they break the law.

Thanks, JPMChase.

Reply
2 replies
\"user-pic\"
mianne
July 27, 2009 3:51 PM
Moderate |Flag for review

@disneyninja: Contact the FTC, SEC, OCC, and your State Attorney General? Conduct an EECB?

How exactly did they breach their privacy policy? Was it an issue like this one? Bank's Fix For Erroneous Charges: Disclose Personal Information To Other Customers! or did they share your personal info with their affiliated businesses and partners (IE most of the companies in the S&P 500?)

Reply
\"user-pic\"
disneyninja
July 27, 2009 5:13 PM
Moderate |Flag for review

@mianne: they disclosed info to my boyfriend even though hes not on the account then tried to defend that a boyfriend was a spouse. I will be looking into those options, can't figure out a JPMChase email address to send a letter to....

Reply
","","","","","","
\"user-pic\"
Keith Kacin
July 27, 2009 3:40 PM
Moderate |Flag for review

Let's hope you actually send the letter if you say you are.

T

Reply
1 replies
\"user-pic\"
Preyfar
July 27, 2009 4:14 PM
Moderate |Flag for review

@Keith Kacin: Yeah. Letters of praise and thanks can go a long way to making a CSR feel good. They can result in small rewards or perks or good reviews when it comes time for raises.

However, CSRs will be quick to pick up on the \"letter of praise\" routine if they think people are using it just to get what they want.

Reply
","","","
\"user-pic\"
Trencher93
July 27, 2009 3:50 PM
Moderate |Flag for review

Psychologists get paid for recommending flattery?!

Reply
1 replies
\"user-pic\"
sean98125
July 27, 2009 4:11 PM
Moderate |Flag for review

@Trencher93: No, Psychologists get paid for designing a study to measure the effect of flattery on customer service responses compared to the calls where flattery isn't used. Does flattery give you a 50% better chance of the outcome you're seeking, or only a 5% chance?


The link here goes to a blog that refers to the concept of reciprocity, which has been studied quite a bit by psychologists. This blog is targeting the typical Psychology Today reader (who typically aren't psychologists) and letting them know that flattery has been studied and found to be effective.

Reply
","","","
\"user-pic\"
H3ion
July 27, 2009 4:01 PM
Moderate |Flag for review

First you have to figure out what language they're speaking. It doesn't help to flatter in English if the CSR is speaking Urdu.

Reply
","","
\"user-pic\"
dprboyne
July 27, 2009 4:06 PM
Moderate |Flag for review

This isn't really anything new (golden rule and such). But if you're having a problem, no matter how mad you are, if you're calm, nice, polite, courteous and reasonable, it will go a long LONG way. Customer service people are still people, and they'll do whatever they can for you. But if you're a jerk, they will nail you on some little technicality that they could overlook if you were nice, but since you're an a-hole they aren't going to bend over backwards to help out a big, yelling jerk.

Reply
2 replies
\"user-pic\"
Mythandros
July 28, 2009 3:35 PM
Moderate |Flag for review

@dprboyne: Right on the money.
Why should I risk my neck for an ass?


You have to give us a reason to go that extra mile for you.

Reply
\"user-pic\"
Syntania
July 28, 2009 9:02 AM
Moderate |Flag for review

@dprboyne:
Yep, exactly. I've \"not been able to help\" many a rude and obnoxious person with entitlement issues. Oh, sure, I could have probably spent an extra couple of minutes finding some obscure loophole that would get them what they wanted, but why should I?
On the other hand, I've helped many polite and kind people with their issues.


You do catch more flies with honey than you do vinegar.

Reply
","
\"user-pic\"
ironchef
July 27, 2009 4:08 PM
Moderate |Flag for review

Ancient Despair.com proverb says: Flattery: you have to kiss a lot of bottom to get to the top.

Reply
","
\"user-pic\"
Trai_Dep
July 27, 2009 4:09 PM
Moderate |Flag for review

Works much better than my trick of offering them sexual favors before the call ends.

Reply
1 replies
\"user-pic\"
morlo
July 27, 2009 5:25 PM
Moderate |Flag for review

@Trai_Dep: To discourage phone sex bribery most companies penalize their CSRs for having long call times.

Reply
","","","","","","","","
\"user-pic\"
Shoelace
July 27, 2009 4:33 PM
Moderate |Flag for review

'tell the agent that you're so impressed with his or her service and knowledge so far that you're going to write a positive letter or e-mail about your interaction to his or her supervisor as soon as you get off the phone'

This might not get you better service but it could get you the name of a supervisor to ask for on your next call.

Reply
2 replies
\"user-pic\"
ludwigk
July 27, 2009 7:43 PM
Moderate |Flag for review

@Shoelace: This is only half of 'the trick'

Here's the actual order of events:

1) Ask CSR a softball question, or easily solved problem, pose it in a way such that it has been the bane of your existence for a solid week.

2) When CSR gives you quick and appropriate answer, gush effusively as to their amazingness, and insist on getting a higher up's contact info so that you can send them un-ending praise.

3) At the last minute, remember \"One More Thing...\" where you pull out your real problem, and possibly ask them to do something that is usually beyond the normal support.

Not only have you buttered your CSR six ways to sunday, but you now have their supervisor's contact and can just as easily complain as you can compliment. A CSR may work \"x\" hard for a compliment, but they will work \"y\" hard to avoid a complaint, y >> x.

Most of the people I know in tech support, including myself, are aware of this tactic. It's sort of making the internet rounds right now, but you should be aware that techies and CSR read the internets, too!

Reply
\"user-pic\"
Mythandros
July 28, 2009 3:49 PM
Moderate |Flag for review

@ludwigk:
Perhaps your call centre works differently than mine, then.


I couldn't care less if someone complains to my supervisor. I KNOW I'm doing my job and I KNOW I've done it well, I've got nothing to fear.


So complaint don't worry me, and compliments don't really get me anything extra, except a few good words, which mean practically nothing to me. Talk is cheap.


How does the CSR/TSR win in this situation?

Reply
\"user-pic\"
ludwigk
July 28, 2009 6:24 PM
Moderate |Flag for review

@Mythandros: I've done phone-based support, but never from a call center, so I don't experience doing that. Most support/service positions have metrics, which complaints and compliments can factor into. Plus, depending on your manager, it may not matter that you KNOW that you're doing your job, or whether you're doing it well.

But to answer your question, you've stated that you're oblivious to compliments and complaints, so I would say there would be no way to motivate you to do a better or worse job.

Reply
","
\"user-pic\"
doctor_cos wants you to remain calm
July 27, 2009 4:36 PM
Moderate |Flag for review

Hello, CS reps and tech support? When you DO help me, I DO compliment you to your managers.

When you can't help me through no fault of your own, I will defend you with your manager when you have been professional and don't try to bullsh*t me.

Reply
","
\"user-pic\"
TheKuudere
July 27, 2009 4:40 PM
Moderate |Flag for review

I've done this with a Comcast rep in attempt to get my internet bill lowered (no particular reason why, just thought it was worth a shot). We were chatting through the online help chat, so that might be why it was less effective than say, the phone, would have been.

I still managed to get 6 more months of a promotional rate, and that may have been because I was so \"impressed with her level of help\". I did send an email about how nice she'd been.

I work customer service, so I know what it's like to get the good phone calls and the bad ones. There was one lady who called, asked if I was a manager, then when I said I was just a customer service person, she replied, \"Oh, honey, no, you are never JUST a customer service person. I've worked in customer service myself for years, and I know how much work you have to do.\" This attitude definitely resulted in my trying harder to resolve her issue. But then again, being nice in general tends to do the trick.

Reply
","","
\"user-pic\"
schwnj
July 27, 2009 4:50 PM
Moderate |Flag for review

Shameless gloating: I'm friends with the author of that article and I've witnessed him use that trick several times. It appears to work, but you've really got to sell the CSR on how happy you are.

P.S.--the post spelled Psychology wrong. Twice.

Reply
","","","","","","","","
\"user-pic\"
richcreamerybutter
July 27, 2009 5:25 PM
Moderate |Flag for review

I also smile when I talk, even under difficult circumstances. You can \"hear\" the smile, and I've received very agreeable results when doing so.

Reply
","","","
\"user-pic\"
axiomatic
July 27, 2009 6:13 PM
Moderate |Flag for review

Been doing this for years and it usually works. Not only does it get you what you want, but usually if thing fall apart after their initial \"goodness\" you now have the managers email or phone number that you sent the good report on the CSR too. ;-)

Reply
","","","","
\"user-pic\"
bagumpity
July 27, 2009 6:57 PM
Moderate |Flag for review

If I can guess the native language of the person who answers the call, I try to greet them in that language. (e.g. If the person sounds like they're from India, I will say \"Namaste\"). Sometimes they'll assume I speak the language and I'll have to explain that I was just trying to be polite, but even that tends to work in my favor as it gives us a personal connection right off the bat.

Reply
1 replies
\"user-pic\"
TheKuudere
July 27, 2009 10:34 PM
Moderate |Flag for review

@bagumpity:

While that may seem like a nice gesture, I can see that as possibly coming off as racist. Personally, I don't like it when people assume things of me based on my race, name or heritage.

But if it works, then you must have a point.

Reply
","","","
\"user-pic\"
Baroo
July 27, 2009 7:59 PM
Moderate |Flag for review

this is lame, I just use the jedi mind trick.

Reply
","
\"user-pic\"
settsu
July 27, 2009 8:18 PM
Moderate |Flag for review

The second post today suggesting lying to get the desired outcome. Stay classy, Consumerist.

Reply
","","","","","
\"user-pic\"
findamflowers
July 27, 2009 11:20 PM
Moderate |Flag for review

Does providing a customer service rep with positive feedback actually do them a favor? Do they get promotions or bonuses based on customer satisfaction?

I think you can get better service by being nice and civil to the CSR. How does that saying go... something about attracting flies with honey not vinegar...

Reply
","","","","
\"user-pic\"
Anonymous
July 28, 2009 8:37 AM
Moderate |Flag for review

When people try this, we put our phones on mute, say something along the lines of \"Oh geez. Watch. He/She's going to want X.... How fast do you think I can get them to request a stupervisor so I can go on break?\"Most complimentary letters or 'kudos calls' for CSRs on the phone MAY get a mention in the agent's file, which is never seen by anyone after it's put in. In fact, the HR department at the call center I work at frowns on it.The best ways to get what you want? Be reasonable, know what you want before you ask it-specifically, and if you get told no, for whatever reason, don't swear at the agent. You can always ask for a stupervisor, but when you do, again... be reasonable and be specific. Don't ask to speak to 'Someone else', ask for a SUPERVISOR or a MANAGER. Don't assume you're in the right. I tell people about Page 7 of their terms and conditions (a SIGNED CONTRACT) every day. And yeah, we have actual signatures. If you are in the right, make sure you have documentation available. Why should we take you at your word? Oh, and don't tell us 'Well, this partner company of yours says X'. We don't care, can't access their notes and can lose our jobs if we take you at your word.If we send you something, read what we send. Make sure of what we send, check the invoice. Check what we send. See if it works. If it doesn't, for any reason, don't live with it. Call us. As soon as possible! Telling us the merch arrived broken 3 months after it arrived is a waste of time. I'd rather have someone on the other end of my phone who has a clear idea of their expectations and is reasonable than the amateur psychologist wanna-be who thinks telling me \"I'll tell your boss you're doing a great job\" will get something I really can't give. As a matter of fact, the people who say garbage like this typically don't say they'll take the 90 second 'how was this agent on this call' survey that DOES count.

Reply
","
\"user-pic\"
Anonymous
July 28, 2009 8:59 AM
Moderate |Flag for review

\"tell the agent that you're so impressed with his or her service and knowledge so far that you're going to write a positive letter or e-mail about your interaction to his or her supervisor as soon as you get off the phone.\"

People used to do that all the time when i was on the phones. The issue would get resolved, they would forget about the good service, and they never would (well, rarely) send in those notes. After a while you just assume that they won't, and certainly can pick out the ones that dangle it like a carrot that they have no intention of giving you in the end.

Reply
","","","","","
\"user-pic\"
Mythandros
July 28, 2009 3:03 PM
Moderate |Flag for review

You know, I don't think this article really \"gets it.\"
I work tech support, have been for most of my adult life...


Complimenting an agent will only make them suspicious, and the LAST thing you want is an agent suspicious of your intent.


The best way to approach a customer service/technical support rep is to be nice from the git go, but not \"Oh, you're so great... blah blah blah\" nice. Just be pleasant. Laugh at our jokes, don't respond sarcastically, don't be an entitlement whore, (\"I DESERVE this for my inconvenience!\"), and when we ask you to do something (in the technical sense), don't question it, just do it. Be honest and treat us like human beings, not your slaves.


P.S.
Remember, YOU called US, not the other way around.
You need OUR help, we don't need yours.


By doing these few things, you will make sure that we will put in 110% to fixing your problem and making sure you are fought for and compensated for your trouble, quite often without you even needing to ask.

Reply
1 replies
\"user-pic\"
dblumgart
July 28, 2009 4:02 PM
Moderate |Flag for review

@Mythandros: I agree with most of your premis, CSR should be treated kindly and with respect. I do, however, take issue with the idea that WE need you and YOU do not need US. In a free market system, the customer is ultimately the king. If CS is found to be lacking, ultimately people will take their business elsewhere. I understand where you are coming from. In any one instance, we may need you, but if CS is poor and you piss too many people off, you may be out of a job. I think Circuit City is a perfect example. Poor service across the board, and you'll find yourself looking for another job.

Reply
","","","","","","","","","","
\"user-pic\"
FrankenPC
July 28, 2009 7:06 PM
Moderate |Flag for review

I always start off with \"Hi! How are YOU doing today? Is your office really busy today? That can be really frustrating\"

That get's me quite a ways in.

Reply
","","
\"user-pic\"
Futpoo
July 29, 2009 7:10 PM
Moderate |Flag for review

When I am trying to get something done with a CSR, I thank them for helping me even before they help me. I thank them while they are helping me, and I ask them personal questions in an effort to connect with them. I never act like I deserve to have the charge taken off(I have had this go badly), I always act in an inquisitive manner, avoiding a blame game. This has worked so well with Sprint that at one point I was banned from getting charges removed from my account. I got another charge removed the next month while on the ban.

Reply
","");