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(Huffington Post)   Best ever customer service rep. Ever   (huffingtonpost.com) divider line 79
    More: Hero, Netflix, customer service representative  
•       •       •

33839 clicks; posted to Main » on 14 Oct 2013 at 1:22 AM (45 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



79 Comments   (+0 »)
   
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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.
 
2013-10-14 07:59:27 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.


I dunno but I do remember that what he said and what displayed on the screen while he said it didn't match.
 
2013-10-14 08:03:42 AM
Sometimes the only way to keep your sanity in a customer service job is to try and have some fun with it.  Back when I worked a telephone customer service job, I had a coworker who would routinely take calls while talking just like legendary baseball announcer Harry Caray.  He'd only do it when the boss wasn't near, but all of us who sat near him had to hit the mute buttons on our phones so that our customers wouldn't hear us giggling.
 
2013-10-14 08:14:18 AM
This one's real,  me vs iTunes.

img.fark.net
 
2013-10-14 08:27:07 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.


guest
 
2013-10-14 08:29:53 AM
img.fark.net
 
2013-10-14 08:39:32 AM
He fixes the cable?
 
2013-10-14 08:39:49 AM
I work in a tech support environment, so I am getting a kick...

And any of you fools that are suggesting this is fake and whatever are CLUELESS.

Us bored BOFHs often resort to this kind of malarkey to get through the endless swamps of dull support calls. Standard behaviour.
 
2013-10-14 09:11:55 AM
that's really cool. i like it.
 
2013-10-14 09:17:54 AM

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


And yet the customer was glad to be on his way....
 
2013-10-14 09:28:53 AM

sgleason818: 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.


I never know where my first belly laugh of the day will come from until I read something like this.
 
2013-10-14 09:31:08 AM

100 Watt Walrus: 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


That's got to be one of the toughest jobs...especially after an already pissed-off customer navigates the automated phone customer disservice maze.
Even a normally gentle, somewhat well-adjusted person like yours truly is breathing fire and ready to bite through walls by then...
 
2013-10-14 09:39:16 AM

forteblast: 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.

I dunno but I do remember that what he said and what displayed on the screen while he said it didn't match.


this is the proper answer... congradulations.

/African or European swallow?
 
2013-10-14 09:43:40 AM
images.wikia.com

Spoken Code: "1 - 7 - 3 - 4 - 6 - 7 - 3 - 2 - 1 - 4 - 7 - 6 - Charlie - 3 - 2 - 7 - 8 - 9 - 7 - 7 - 7 - 6 - 4 - 3 - Tango - 7 - 3 - 2 - Victor - 7 - 3 - 1 - 1 - 7 - 8 - 8 - 8 - 7 - 3 - 2 - 4 - 7 - 6 - 7 - 8 - 9 - 7 - 6 - 4 - 3 - 7 - 6 - Lock."
 
2013-10-14 10:04:38 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


Mama, just killed a man
 
2013-10-14 10:11:29 AM

King Something: 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

Mama, just killed a man


wow... talk about late to the party.... I hope you brought Pizza.
 
2013-10-14 10:47:46 AM

Big Ramifications: 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 image 272x206]


I'm still not sure these were Real People
t1.gstatic.com
 
2013-10-14 10:48:49 AM

HindiDiscoMonster: Data used


R1K3RSUX!
 
2013-10-14 11:27:03 AM

HindiDiscoMonster: King Something: 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

Mama, just killed a man

wow... talk about late to the party.... I hope you brought Pizza.


Any of you who somehow missed the FARK thread a couple weeks ago, go to YouTube and Search for "Bohemian Gravity." Click the one uploaded by "acapellascience" (the guy who actually did it and deserves the views).
 
2013-10-14 12:07:18 PM

TheOtherMisterP: The Netflix rep even used smileys. that takes you right out of role-play. THERE'S NO SMILEYS IN STAR TREK!


Picard finds your comment humorous

img.photobucket.com
 
2013-10-14 12:30:04 PM

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.


Get a different job.
 
2013-10-14 03:22:58 PM

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


Glad I'm not the only person who thought this. I imagine the rep had a horrified look on his face as the customer stayed in character.

In fact, the rep refers to sailing through the Bermuda Triangle, which shows that the rep wasn't thinking of Star Trek at all.
 
2013-10-14 03:25:36 PM

Big Ramifications: 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 image 272x206]


I was just talking to two younger people at work about That's Incredible this morning. The both just had blank stares on their faces.
 
2013-10-14 03:56:40 PM

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

Nope, just fantasy.


Caught in a landslide?
 
Ant
2013-10-14 04:01:34 PM

tetsoushima: That being said, I'm sure dealing with customer 'issues' would put anybody on edge after a while.


Yep. My wife did customer service and Kindle technical support for Amazon for a while. She got burnt out pretty quickly.
 
2013-10-14 04:50:27 PM
I'm not a Trekkie, but that is 100% win.
 
2013-10-14 06:55:40 PM

rhiannon: TheOtherMisterP: The Netflix rep even used smileys. that takes you right out of role-play. THERE'S NO SMILEYS IN STAR TREK!

Picard finds your comment humorous



Well played. I stand corrected.
 
2013-10-14 07:51:45 PM

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


Eh, he flagged the DVD as defective and opened a support ticket for the issue the customer had with connecting to support.  What else should he have done?
 
2013-10-15 01:13:14 AM

StoPPeRmobile: 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.

Get a different job.


Why go through the trouble of finding a new job when providing you with incredibly bad service is so much easier?
 
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