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wagonmaster2 07-15-2012 09:49 PM

Customer Service Reps always busy
 
Have you ever noticed that the majority of companies you call for help or information on their product that the message is usually "All service representatives are busy helping other customers, please stay on the line and your call will be answered in the order it was received".

Can they really be that busy all the time or do they only have one person handling the calls. My last one was to Spectracide Malathine Insect Spray that I needed more clarification on their usage instructions. Tried early in the morning then later that afternoon and got the same message each time. Waited almost 10 minutes each time and gave up.

One company I called a while back (can't remember who, Senior moment I guess) I tried 2 different times and was on hold for exactly 15 minutes each time before someone answered. Had to have an answer so just sat and watched TV while waiting. Either that must have been the rule for waiting time on each call or it's the maximum a caller will have to wait before someone is required to answer.

If I had a speaker phone I'd just lay the phone down and go about my business until I heard someone on the other end.

Seems funny if not just a little frustrating, but guess it's like the doctor's office appointments. All of us have nothing better to do than just sit and wait till they are ready to talk to us. Really feel for hourly paid people or self employed who have to put up with this.

Wagonmaster2

elbeau54 07-15-2012 09:55 PM

Last time that happened to me i put it on speaker and they woke me cause i was snoring,

wagonmaster2 07-15-2012 10:41 PM

Love it.

Wagonmaster2

MRBB 07-16-2012 09:46 AM

With the economy today a lot of companies are cutting back. The stupid ones cut back on customer service people. As they lose customers and business gets worse they will cut back more until they go out of business.

I deal with over 800 companies that are my clients. Just trying to reach someone is a major PIA. Voice mail seems to now be a screening tool and it takes days for someone to get back to you. Not like the old days...

jodann 07-17-2012 08:28 AM

Never being able to speak to a customer service rep was the #1 reason I switched my auto & homeowners insurance. I now deal with a local agent in an actual building I am able to visit if needed.

When I call the agency a real human being answers the phone and my questions are always answered. What a novel idea !!!

I recently have had to contact Medicare in an attempt to correct a billing problem. The last time I called the wait time was 65 minutes.:banghead:

MRBB 07-17-2012 09:52 AM

Talk about a customer service nightmare. I received a large bill from a Dr I never went to. Tried for 3 days to reach someone in the office that does billing calling over 9 times. When I finally reached someone she said she couldn't help me and I should call their billing company. 2 days later and 5 calls they told me they couldn't help me call the Dr's office that made the billing. I told her I did and they referred me to them. She said if the bill wasn't paid in 5 days it would be turned over to collections.

Been trying for 2 days to get back to the Dr's no luck. If they turn it over to collections my credit score will go down, insurance and credit card rates will go up all because of a mistake in billing no one wants to hear about.

Now my only choice is to travel 80 miles one way to the Dr's office and try to straighten this mess out when it could be taken care of on the phone in minutes.

Dick Noble 07-17-2012 10:15 AM

I no longer call for any type of service. I write a letter (and keep a copy). If there has been an error, I send the letter registered. I then have proof of the problem. It has amazed me the response I get from a written notice as opposed to verbal. Yes, this takes more time but it always gets a result.

paz 07-17-2012 12:19 PM

Quote:

Originally Posted by wagonmaster2 (Post 1244788)
Have you ever noticed that the majority of companies you call for help or information on their product that the message is usually "All service representatives are busy helping other customers, please stay on the line and your call will be answered in the order it was received"...

Wagonmaster2

Yeah, and then they tell you "your call is important to us." If it was that important, you would hire more people to answer the phone and not keep me on hold listening to your scratchy, tinny-sounding music for 45 minutes.

doc 07-17-2012 05:24 PM

customer NO service in most cases I am sorry to say.

baraff 07-17-2012 05:32 PM

Quote:

Originally Posted by MRBB (Post 1246291)
Talk about a customer service nightmare. I received a large bill from a Dr I never went to. Tried for 3 days to reach someone in the office that does billing calling over 9 times. When I finally reached someone she said she couldn't help me and I should call their billing company. 2 days later and 5 calls they told me they couldn't help me call the Dr's office that made the billing. I told her I did and they referred me to them. She said if the bill wasn't paid in 5 days it would be turned over to collections.

Been trying for 2 days to get back to the Dr's no luck. If they turn it over to collections my credit score will go down, insurance and credit card rates will go up all because of a mistake in billing no one wants to hear about.

Now my only choice is to travel 80 miles one way to the Dr's office and try to straighten this mess out when it could be taken care of on the phone in minutes.

I would send registered, return receipt required, letters to the doctor's office and the billing company explaining the situation and basically tell them that if this mistake on their part(s) causes your credit score to downgrade or you get harassed by collections, you will be contacting your attorney. And send a copy to the State Attorney General's fraud division. You do have rights.

swampdog 07-17-2012 08:09 PM

Last time that happened to me the wait was so long I forgot who and what I called for , so I told her to hold while I tried to remember what I called about.The lady laughed and told me to hold and she would be right back that took 20 min and when she came back it turned out I called the wrong place and you think you got problems:banghead::popcorn:

RoyM 07-17-2012 08:28 PM

I am a customer service rep for an outdoor power equipment wholesale distribution firm and hear these complaints all the time. We have six people on the phone order desks yet get behind especially this time of year. We could put in more phone lines, more desks and more knowledgeable people (if we could find them) then lay half the staff off for the winter. It is a tough call.
Pretty bad when I try to make a call from home only to discover I am dialing 9 for an outside line.:banghead: Actually I don't use it any more than necessary and refuse to answer the d**n thing.
The other day I returned a call from a customer in Ontario, she was somewhat less than polite because she had been waiting for over two hours. I ever so graciously informed her that I am on the west coast, I was just thinking about getting up when she called.:D She obviously did not take the time to listen to the prompts.

ka7suz 07-17-2012 08:46 PM

Quote:

Originally Posted by MRBB (Post 1245117)
With the economy today a lot of companies are cutting back. The stupid ones cut back on customer service people. As they lose customers and business gets worse they will cut back more until they go out of business.

Gee, reminds me of the post office and our local transit service. (And others) "OMGosh, we're going broke. Cut back on services and raise the prices...."

:nonono:

As for Customer Service, my pet peeve is a auto-menu that does not list the option for your call. The other day I wanted to renew my extended warranty on my laptop. Was there anything even suggesting which number would get me to that? Nope. I finally just pushed a button and had that person redirect my call. I think I pressed sales.

Hey...that might be the key. No matter what you want, press the number for sales, act innocent about the misdirected call and have that person redirect you. Might take the same wait...but you feel like you have retaliated in some small way. :D

JoAnn

Wayne MD 07-17-2012 10:55 PM

They all hire the same amount of people. The company instructs them to look over at telephone call board every now and then and maybe pick up a call. Otherwise take a coffee break, nap, or whatever. Each employee should take at least 3 calls per day before shift ends. Remember our motto, "Your call is very important to us. We will answer your call in the order it was received. Some calls require supervisors listening in".


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