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Customer Service..can YOU do it?
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<blockquote data-quote="RustyPMcG" data-source="post: 776315" data-attributes="member: 30339"><p>Before owning a TUPSS, I spent 8 years in a tech support call center. I'm going to tell you that people will say things to you over the phone that they'd never say in person. They'll also lie their asses off.</p><p> </p><p>(I'd get people who'd call me for help, and then not want to walk though the solution. I would catch the liars by asking them to read me something on the screen word for word. If they tried faking it, I'd say we have to reboot, and start over. I once did this to someone three times before they finally rebooted, and followed instructions. Why would they call and ask for help if they didn't want my help?)</p><p> </p><p>So when there's a disconnect between what should be done when someone is standing there in person, and what someone in a call center is saying should be done (or what someone is <em>claiming</em> someone in a call center told them), there is a very good chance that the person in front of you has lied to the call center rep, is lying to you, or both.</p><p> </p><p>Saving a sale, and dealing with a liar is a whole subset of customer service that generally should involve supervisors or special people to handle escalations. One has to be far more pragmatic, and understand that changing someone else's behavior may not be possible. </p><p> </p><p>For example, if someone has poorly packaged something, and you know it's going to be damaged, once you determine that the person is not a reasonable enough person to do something to help correct the situation the answer may be to just go ahead and accept the package. More claims are denied for insufficient packaging than any other reason. As long as the package isn't going to create a hazard when it is damaged, accepting it, and letting fate take it's course may be the best thing to do.</p></blockquote><p></p>
[QUOTE="RustyPMcG, post: 776315, member: 30339"] Before owning a TUPSS, I spent 8 years in a tech support call center. I'm going to tell you that people will say things to you over the phone that they'd never say in person. They'll also lie their asses off. (I'd get people who'd call me for help, and then not want to walk though the solution. I would catch the liars by asking them to read me something on the screen word for word. If they tried faking it, I'd say we have to reboot, and start over. I once did this to someone three times before they finally rebooted, and followed instructions. Why would they call and ask for help if they didn't want my help?) So when there's a disconnect between what should be done when someone is standing there in person, and what someone in a call center is saying should be done (or what someone is [I]claiming[/I] someone in a call center told them), there is a very good chance that the person in front of you has lied to the call center rep, is lying to you, or both. Saving a sale, and dealing with a liar is a whole subset of customer service that generally should involve supervisors or special people to handle escalations. One has to be far more pragmatic, and understand that changing someone else's behavior may not be possible. For example, if someone has poorly packaged something, and you know it's going to be damaged, once you determine that the person is not a reasonable enough person to do something to help correct the situation the answer may be to just go ahead and accept the package. More claims are denied for insufficient packaging than any other reason. As long as the package isn't going to create a hazard when it is damaged, accepting it, and letting fate take it's course may be the best thing to do. [/QUOTE]
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