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(Huffington Post)   Best ever customer service rep. Ever   (huffingtonpost.com) divider line 75
    More: Hero, Netflix, customer service representative  
•       •       •

33842 clicks; posted to Main » on 14 Oct 2013 at 1:22 AM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



75 Comments   (+0 »)
   
View Voting Results: Smartest and Funniest

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2013-10-13 11:56:05 PM  
Okay, that was pretty funny.
 
2013-10-14 12:04:10 AM  
img.geocaching.com

/that was pretty good, though
 
2013-10-14 01:24:54 AM  
After the Olive Garden thing, I just can't believe these aren't staged.
 
2013-10-14 01:26:47 AM  
All the service rep did was giggle and say "Lt" a few times....
 
2013-10-14 01:28:18 AM  
But is this the real life?
 
2013-10-14 01:28:48 AM  
But he didn't fix the cable.
 
2013-10-14 01:30:34 AM  
He didn't fix the problem
 
2013-10-14 01:33:37 AM  
It was a dark stormy night in Bangalore and the Netflix tech was lonely....
 
2013-10-14 01:36:25 AM  

flup: All the service rep did was giggle and say "Lt" a few times....


I think the real story here is that the customer service rep wasn't a total asshole.  That being said, I'm sure dealing with customer 'issues' would put anybody on edge after a while.
 
2013-10-14 01:37:12 AM  

The My Little Pony Killer: But is this the real life?


Nope, just fantasy.
 
2013-10-14 01:42:06 AM  

flup: All the service rep did was giggle and say "Lt" a few times....


By rollplaying the "Captain" the person with the problem assumed a subordinate position immediately diffusing his anger and position of power. He went from angry about his show not working to playing along with the rep, amused instantly.  Brilliant ploy really. Instead of "goddamn it, my netflix is broken. FIX IT NOW" he was taken off guard.
 
2013-10-14 01:43:57 AM  

Straight Outta Wells Branch: He didn't fix the problem


Reps aren't there to fix problems. They aren't technicians or engineers. You honestly expect a level-1 rep to log into whatever server is hosting the files and start troubleshooting/diagnosing the problem? Do you honestly want a level-1 tech doing that? They are simply there for very basic damage control, maybe able to provide a refund for one month, and send tickets to whatever department they belong to. It's like talking to Comcast/Cox/Charter/TW/etc. If you think the person who answers the phone is going to start troubleshooting a line problem, you haven't had the [mis]pleasure of talking to any of them or working in any sort of similar industry.
 
2013-10-14 01:47:26 AM  
But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.
 
2013-10-14 01:51:56 AM  

Straight Outta Wells Branch: He didn't fix the problem


He fixed the cable?
 
2013-10-14 01:55:32 AM  
So faking funny/offensive receipts is out now?
 
2013-10-14 01:55:56 AM  

worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.


Caught in a landslide,
 
2013-10-14 01:56:09 AM  

RoxtarRyan: But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.


Your parents and co-workers sounds like really well-adjusted people.
 
2013-10-14 01:57:40 AM  

symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,


No escape from reality
 
2013-10-14 01:58:04 AM  
So what's his fark handle?
 
2013-10-14 02:02:25 AM  

Straight Outta Wells Branch: He didn't fix the problem


That's what makes him so good at his job. Customer remained boned, but left happy.
 
2013-10-14 02:02:41 AM  

Larry Mahnken: RoxtarRyan: But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.

Your parents and co-workers sounds like really well-adjusted people.


Sigh... I'm the fruit of my parent's loins. As for my co-workers.... well, they are just the "old man yells at cloud" types.
 
2013-10-14 02:15:11 AM  
So where's the good part?
 
2013-10-14 02:32:59 AM  

tetsoushima: flup: All the service rep did was giggle and say "Lt" a few times....

I think the real story here is that the customer service rep wasn't a total asshole.  That being said, I'm sure dealing with customer 'issues' would put anybody on edge after a while.


Been there, done that. I've had people threaten to kill me over a fifty cent charge on their pre-paid cellphone account.
 
2013-10-14 02:36:17 AM  

Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality


Open your eyes
 
2013-10-14 02:36:49 AM  

RoxtarRyan: Larry Mahnken: RoxtarRyan: But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.

Your parents and co-workers sounds like really well-adjusted people.

Sigh... I'm the fruit of my parent's loins. As for my co-workers.... well, they are just the "old man yells at cloud" types.


 My parents used to have loins, but they bit a zookeeper's arm off.
 
2013-10-14 02:42:47 AM  

gwenners: Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality

Open your eyes


Look up to the skies and see,
 
2013-10-14 02:42:53 AM  

RoxtarRyan: But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.


I'm sure you're right. If this really happened at Netflix, the guy would have been fired.
 
2013-10-14 02:45:14 AM  
You know, while the rep started with the roleplay, the customer picked up the ball and ran with it. If the customer's Weeners would have been something like "umm, well my problem is "x" I doubt the rep would have continued on the same way.
 
2013-10-14 02:47:07 AM  

fusillade762: tetsoushima: flup: All the service rep did was giggle and say "Lt" a few times....

I think the real story here is that the customer service rep wasn't a total asshole.  That being said, I'm sure dealing with customer 'issues' would put anybody on edge after a while.

Been there, done that. I've had people threaten to kill me over a fifty cent charge on their pre-paid cellphone account.


Yup. Nothing depletes one's faith in "common sense" and "common decency" like working the phones in customer service.

/when I'm calling peeved, I tell the person who answers, "please transfer me to someone who gets paid enough to get yelled at."
//then I usually don't yell, and that usually gets me what I need
 
2013-10-14 02:47:12 AM  

mikalmd: So what's his fark handle?


Don't you know there are no Farkers in such menial jobs as customer service?
 
2013-10-14 02:49:25 AM  

RoxtarRyan: Straight Outta Wells Branch: He didn't fix the problem

Reps aren't there to fix problems. They aren't technicians or engineers. You honestly expect a level-1 rep to log into whatever server is hosting the files and start troubleshooting/diagnosing the problem? Do you honestly want a level-1 tech doing that? They are simply there for very basic damage control, maybe able to provide a refund for one month, and send tickets to whatever department they belong to. It's like talking to Comcast/Cox/Charter/TW/etc. If you think the person who answers the phone is going to start troubleshooting a line problem, you haven't had the [mis]pleasure of talking to any of them or working in any sort of similar industry.


Probably 100% true.
I also found it funny when I found out that certain call centers have rotating supervisors, ie "Cynthia, you're supervisor today," "Jack, today you're the supervisor."
So when you end up calling and feel that you are getting nowhere with the Rep and ask for the SUPERVISOR, all you get is another phone rep that makes you feel that your call was somehow escalated, but has no real added authority than the first Rep.


What companies should do is hire ex-phone sex operators:
-hello?
-good afternoon, sir, how may I help you?
-you can help me by getting my damn cable running again! This is my third time calling and it's still out!!1!
-wow...I'm so sorry to hear that, sir. I can actually see how stressed this is making you feel. Aw, heck, with your sexy voice, you make me wish I was over there just to give you a shoulder rub just so you could relax a bit.
-....
-...
-.

Presto, satisfied customer who won't be bothering you for at least half an hour while tech tries to get things done while the customer makes an egg and cheese sandwich.

Problem is that them you'll probably have more repeat problems. Kind of like Bruce Willis in Red tearing up his (social security?) checks just so that he could call and complain to the CS rep.
What you should do then is put a small rate on the call and gradually increase until you have a new side business!

/diversification FTW!!
 
2013-10-14 02:55:10 AM  
I grab my robe and wizard hat?
 
2013-10-14 03:00:21 AM  

Gyrfalcon: It was a dark stormy night in Bangalore and the Netflix tech was lonely....


I chortled.
 
2013-10-14 03:38:59 AM  
[throws a bucket of water over subby, HufPo journalist]

That was mostly a one way conversation of STAR TREK-LADEN quotes. Hardly a BACK-AND-FORTH.

[/ END] Negative Nelly

A buddy of mine works for an ISP. Bored [most likely drunk and bored] I bombed his ISP's help desk via their generic online "contact us" form.

"I'm interested in upgrading my 28.8 kilobaud internet connection to a 1.5 megabit fiber optic T1 line. Will you be able to provide an IP router that's compatible with my token ring ethernet LAN configuration?"

i40.tinypic.com

About ½ an hour later I get the correct email response:

"[silence] Can I have some money now?"

xXtra marks coz even tho' it was a safe bet, he's taken a slight risk by going on record, massively against company policy, and asking me for money up front.

Nicely played, good sir!

xXtra bonus marks coz IT WAS A CHICK who replied to me from their delp desk. A risk taking chick with a sense of humour??? And a computer tech Simpsons fan at that. I farking fell in love right there.

// Fark it! Started typing this reply well over an hour ago. Life got in the way.
 
2013-10-14 03:56:53 AM  

flup: All the service rep did was giggle and say "Lt" a few times....


Yeah, even though the Rep started it, the customer did most of the heavy-lifting creativity-wise, even correcting for the Rep when the Rep veered out of Trek speak several times.

Plus I'm 75% sure the whole thing was staged.   Still amused me though.

All that aside, as a Netflix customer, although I've never had a role-play convo, I've always been extremely happy with their support.
 
2013-10-14 04:05:56 AM  

rocky_howard: gwenners: Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality

Open your eyes

Look up to the skies and see,


I'm just a poor boy, I need no sympathy,
 
2013-10-14 04:19:00 AM  

rooftop235: rocky_howard: gwenners: Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality

Open your eyes

Look up to the skies and see,

I'm just a poor boy, I need no sympathy,


Because its easy come easy go
 
2013-10-14 04:33:52 AM  

Big Ramifications: [throws a bucket of water over subby, HufPo journalist]

That was mostly a one way conversation of STAR TREK-LADEN quotes. Hardly an INCREDIBLE BACK-AND-FORTH.


FTFM.

That's incredible? The HuffPo journalist finds that conversation incredible?

i40.tinypic.com
 
2013-10-14 04:36:57 AM  
The Netflix rep even used smileys. that takes you right out of role-play. THERE'S NO SMILEYS IN STAR TREK!

And here's another thing. Aside from the Bermuda Triangle reference, most of the rep's comments read as if they could have been generated by a bot. The bot picked up the user's name as "Lt" and just kept asking very generic questions.

Now if Netflix wanted to post this under "best customer complaint ever", then they might be on to something.
 
2013-10-14 04:44:27 AM  

Anthracite: rooftop235: rocky_howard: gwenners: Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality

Open your eyes

Look up to the skies and see,

I'm just a poor boy, I need no sympathy,

Because its easy come easy go

A little high, little low

Anyway the wind blows, doesn't really matter to me, to me

 
2013-10-14 04:53:27 AM  

GlobalThunder: Anthracite: rooftop235: rocky_howard: gwenners: Shadyman: symptomoftheuniverse: worlddan: The My Little Pony Killer: But is this the real life?

Nope, just fantasy.

Caught in a landslide,

No escape from reality

Open your eyes

Look up to the skies and see,

I'm just a poor boy, I need no sympathy,

Because its easy come easy go

A little high, little low

Anyway the wind blows, doesn't really matter to me, to me

~

All of you scumbags up top. ^^ CLICK ON THIS.
 
2013-10-14 05:07:58 AM  
What I want to know is how do you talk a  :) across the phone as the rep does this six times.
Do you have smiley face buttons on phones now or just say "Smiley Face" as that would put a whole weird spin on things?
 
2013-10-14 05:22:51 AM  

DreamWalker: What I want to know is how do you talk a  :) across the phone as the rep does this six times.
Do you have smiley face buttons on phones now or just say "Smiley Face" as that would put a whole weird spin on things?


hashtag you idiot
 
2013-10-14 06:11:46 AM  

Big Ramifications: DreamWalker: What I want to know is how do you talk a  :) across the phone as the rep does this six times.
Do you have smiley face buttons on phones now or just say "Smiley Face" as that would put a whole weird spin on things?

hashtag you idiot


Joking referring to this. http://www.youtube.com/watch?v=57dzaMaouXA

It's about as funny as cancer, erm, but I'm still referring to it.
 
2013-10-14 06:12:40 AM  

DreamWalker: What I want to know is how do you talk a  :) across the phone as the rep does this six times.
Do you have smiley face buttons on phones now or just say "Smiley Face" as that would put a whole weird spin on things?


They are chatting on the internet, not on a voice phone.
 
2013-10-14 06:35:06 AM  
EA should take notes. I swear they found the most retarded people in India to work their support chat.
 
2013-10-14 07:18:41 AM  

HindiDiscoMonster: What is the password Data used to take over the Enterprise when he was summoned by his Father?

/No looking it up... must be from memory.


1234. Same as my luggage.
 
2013-10-14 07:21:15 AM  

fusillade762: tetsoushima: flup: All the service rep did was giggle and say "Lt" a few times....

I think the real story here is that the customer service rep wasn't a total asshole.  That being said, I'm sure dealing with customer 'issues' would put anybody on edge after a while.

Been there, done that. I've had people threaten to kill me over a fifty cent charge on their pre-paid cellphone account.


I've had a customer threaten to bomb the store over some spam text messaging charges when I worked for AT&T wireless (before the Cingular BS). That was an interesting day. Even after making the threat 2-3 times very explicitly and graphically he then gave me his account number, name and SSN last 4 so that I could "credit" his account. He must have been shocked when the state police gave him a visit instead.
 
2013-10-14 07:27:11 AM  
Funny? Yes. Clever? Yes. Hero? No.
 
2013-10-14 07:54:19 AM  

RoxtarRyan: But moving on, this has got to be staged. The rep would've been fired for lack of professionalism (coming across as possibly mocking the customer). If that person was talking to my parents or some of my coworkers, the rep would've gotten a screen full of "WTF YOU THINK THIS IS A JOKE YOU %#!$&@( JACKASS??!??", which is how, sadly, most people would likely react to something like that.


I can guarantee that it is not staged.

Every interaction I've had with Netflix support has been friendly rather than 'professional'.

I provide 2nd level support and I'm more friendly than professional with my customers.  PEOPLE LIKE BEING TREATED LIKE HUMANS, not like robots*.  It's possible to be friendly and still know WTF you're doing professionally.

*Except your family, apparently.
 
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