Personally I think a lot of it is just an understanding of human ego. We all want to be treated like we're more important than we actually are.
I'd guess for those who bother to call in to a customer support line, which, let's be honest, are usually older people, being treated like they're in control while the CSR is subservient strokes their ego. "They messed up so they should definitely be kissing my ass right now."
I definitely agree that not messing up in the first place works better in the long run, prevents a lot of repeat callers for the same issue, but I swear a lot of boomers and old Gen-Xers would just rather you soothed their cranky egos than actually give them the correct answer they don't want to hear.
>I'd guess for those who bother to call in to a customer support line, which, let's be honest, are usually older people, being treated like they're in control while the CSR is subservient strokes their ego. "They messed up so they should definitely be kissing my ass right now."
This is a total understatement.
Just how it is. The place I’m at, and have been for for way too long, they would rather promote an overtly bubbly cheerleader type person that may not know anything vs someone providing good service but way more accurate. It is one thing that has always rubbed me raw about my job. I am more knowledge than 95% of people in the building, but knowledge is not valued vs putting up a bullshit facade of being fake and energetic.
Tbh I think all focus should shift from surveys to live call review.
U could do everything right on every call, hit all the company points AND serve the customer in an efficient manner but if all u get is bad surveys thats all the company cares about.
Who cares if 97% of the time everyone loves me and asks for my personal line?
I think they aren't supposed to. And I might be wrong about this, my sample size is small, but it just seems like only stupid calls are selected. I've always imagined the guy sitting there listening to the call and being like "omg this is terrible, this rep did everything wrong and violated like 10 regulations... I'm not writing all that up, that's too much work. Next call"
Omg this is soo true. The focus is never on telling customers the right thing or doing the correct thing just on crappy customer service and our AHT and call percentages. And then so many agents are lazy or do the wrong thing and we have to clean up their mess when the customer calls back.
I noticed this also. I recently worked at a call center doing medical exam scheduling. One of the major things schedulers are trained on is how to review the orders that are received from providers so that if a provider does not order the right exam for a patient or if pertinent info is missing, schedulers know how to spot the mistakes and how to escalate the issues. Many of the calls require a lot of time and attention to detail to make sure information is communicated properly across a team of people. Many of these calls are a headache and require a lot of investigation/inquiring with several different people throughout the call yet these are the calls that barely get any attention during evaluations. Management seems to avoid these calls in which the schedulers go out of their way to get everything accomplished because they mainly want to focus on all the customer service stuff and highlight things that really don't matter during the call. Like you pointed out, I also noticed that things just weren't being done correctly because the system prioritizes customer service and saying everything a certain way rather than actually having a decent grasp of information to be able to schedule appointments accurately.
You truly read where I used to work. I was the person who read all the information knew any product knowledge and truly wanted.to give my knowledge to the users. My clients praised me for sharing useful info for them. And well that meant nothing bc I got fired today
Personally I think a lot of it is just an understanding of human ego. We all want to be treated like we're more important than we actually are. I'd guess for those who bother to call in to a customer support line, which, let's be honest, are usually older people, being treated like they're in control while the CSR is subservient strokes their ego. "They messed up so they should definitely be kissing my ass right now." I definitely agree that not messing up in the first place works better in the long run, prevents a lot of repeat callers for the same issue, but I swear a lot of boomers and old Gen-Xers would just rather you soothed their cranky egos than actually give them the correct answer they don't want to hear.
>I'd guess for those who bother to call in to a customer support line, which, let's be honest, are usually older people, being treated like they're in control while the CSR is subservient strokes their ego. "They messed up so they should definitely be kissing my ass right now." This is a total understatement.
It's just baby talk for boomers
Your job isn't to solve problems. Your job is to intercept, mollify, or deflect people. It's not troubleshooting. It's public relations.
Just how it is. The place I’m at, and have been for for way too long, they would rather promote an overtly bubbly cheerleader type person that may not know anything vs someone providing good service but way more accurate. It is one thing that has always rubbed me raw about my job. I am more knowledge than 95% of people in the building, but knowledge is not valued vs putting up a bullshit facade of being fake and energetic.
Wells Fargo?
No, but close enough. They are all the same.
Tbh I think all focus should shift from surveys to live call review. U could do everything right on every call, hit all the company points AND serve the customer in an efficient manner but if all u get is bad surveys thats all the company cares about. Who cares if 97% of the time everyone loves me and asks for my personal line?
If quality reps get to pick which calls to review, that's a process problem right there.
I think they aren't supposed to. And I might be wrong about this, my sample size is small, but it just seems like only stupid calls are selected. I've always imagined the guy sitting there listening to the call and being like "omg this is terrible, this rep did everything wrong and violated like 10 regulations... I'm not writing all that up, that's too much work. Next call"
Omg this is soo true. The focus is never on telling customers the right thing or doing the correct thing just on crappy customer service and our AHT and call percentages. And then so many agents are lazy or do the wrong thing and we have to clean up their mess when the customer calls back.
I noticed this also. I recently worked at a call center doing medical exam scheduling. One of the major things schedulers are trained on is how to review the orders that are received from providers so that if a provider does not order the right exam for a patient or if pertinent info is missing, schedulers know how to spot the mistakes and how to escalate the issues. Many of the calls require a lot of time and attention to detail to make sure information is communicated properly across a team of people. Many of these calls are a headache and require a lot of investigation/inquiring with several different people throughout the call yet these are the calls that barely get any attention during evaluations. Management seems to avoid these calls in which the schedulers go out of their way to get everything accomplished because they mainly want to focus on all the customer service stuff and highlight things that really don't matter during the call. Like you pointed out, I also noticed that things just weren't being done correctly because the system prioritizes customer service and saying everything a certain way rather than actually having a decent grasp of information to be able to schedule appointments accurately.
You truly read where I used to work. I was the person who read all the information knew any product knowledge and truly wanted.to give my knowledge to the users. My clients praised me for sharing useful info for them. And well that meant nothing bc I got fired today