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(Huffington Post)   Best ever customer service rep. Ever   (huffingtonpost.com) divider line 27
    More: Hero, Netflix, customer service representative  
•       •       •

33840 clicks; posted to Main » on 14 Oct 2013 at 1:22 AM (48 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



Voting Results (Smartest)
View Voting Results: Smartest and Funniest

2013-10-14 01:43:57 AM
5 votes:

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 01:42:06 AM
5 votes:

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 02:49:25 AM
3 votes:

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 01:47:26 AM
3 votes:
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 01:36:25 AM
3 votes:

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.
2013-10-13 11:56:05 PM
3 votes:
Okay, that was pretty funny.
2013-10-14 02:45:14 AM
2 votes:
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 01:24:54 AM
2 votes:
After the Olive Garden thing, I just can't believe these aren't staged.
2013-10-14 03:22:58 PM
1 votes:

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 09:31:08 AM
1 votes:

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 08:39:49 AM
1 votes:
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 08:03:42 AM
1 votes:
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 07:54:19 AM
1 votes:

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 07:27:11 AM
1 votes:
Funny? Yes. Clever? Yes. Hero? No.
2013-10-14 07:21:15 AM
1 votes:

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 06:12:40 AM
1 votes:

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 06:11:46 AM
1 votes:

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 02:47:07 AM
1 votes:

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 02:32:59 AM
1 votes:

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 02:02:41 AM
1 votes:

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 02:02:25 AM
1 votes:

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 01:58:04 AM
1 votes:
So what's his fark handle?
2013-10-14 01:56:09 AM
1 votes:

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 01:55:32 AM
1 votes:
So faking funny/offensive receipts is out now?
2013-10-14 01:37:12 AM
1 votes:

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


Nope, just fantasy.
2013-10-14 01:26:47 AM
1 votes:
All the service rep did was giggle and say "Lt" a few times....
2013-10-14 12:04:10 AM
1 votes:
img.geocaching.com

/that was pretty good, though
 
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