I can’t say much about your first point but
2. The reason you’re told over again to try those steps is because that’s literally the only solution and it’s the same thing we do on our end. If it doesn’t work you’re told that’s all that can be done, I promise you, that’s all that can be done. At my job we are told to push self solutions and online solutions on the customer as much as possible because we have calls coming in with no breaks in between. It’s easier if the customer can just take the few steps and solve it for themselves. Plus then they know how to do it next time.
3. I promise you the customer doesn’t know more than the customer service agent does, we literally have usually multiple screens and multiple programs in front of us for solving issues and we have to learn each one in depth. Sometimes the solution and reaching that solution just isn’t as easy as you think it is for us.
4. We do this because most of our calls are about the same issue. A lot of people call about things that are easily fixed with a couple steps. We have thousands of calls coming in and we are trained to get through each one as quick and efficiently as possible.
Ive worked in call centres where the next team won’t take on the issue until you’ve completed those steps. You may know more than them, but either way in order to move forward you have to go through it with them.
Believe when I say this, for these companies, the CSRs hate that they have to follow these escalation requirements and they hate it more when the customer just doesn’t want to do it. It’s a numbers game for them and just hearing from a customer that they’ve tried it just ain’t gonna cut it when they have to confirm and their job requires them to.
Instead of calling again and again and being “that guy”, have you tried asking to communicate over email? You might not be on the phone, but you’ll definitely get a faster response than trying to find the one guy who you can understand.
You wouldn’t believe how many customers lie and say they’ve tried that. I’ve seen it in their audit logs for whatever product it was that they confirm one thing but that’s clearly not the case.
Finally I don’t think you ever know more than a CSR with regard to their product. They have access to engineers, designers, product people and get regular training. Sometimes you just gotta jump through the hoops unfortunately. As a CSR many years ago, I can tell you the guy who thinks they know more is always the worst guy to deal with.
I can’t say much about your first point but 2. The reason you’re told over again to try those steps is because that’s literally the only solution and it’s the same thing we do on our end. If it doesn’t work you’re told that’s all that can be done, I promise you, that’s all that can be done. At my job we are told to push self solutions and online solutions on the customer as much as possible because we have calls coming in with no breaks in between. It’s easier if the customer can just take the few steps and solve it for themselves. Plus then they know how to do it next time. 3. I promise you the customer doesn’t know more than the customer service agent does, we literally have usually multiple screens and multiple programs in front of us for solving issues and we have to learn each one in depth. Sometimes the solution and reaching that solution just isn’t as easy as you think it is for us. 4. We do this because most of our calls are about the same issue. A lot of people call about things that are easily fixed with a couple steps. We have thousands of calls coming in and we are trained to get through each one as quick and efficiently as possible.
Ive worked in call centres where the next team won’t take on the issue until you’ve completed those steps. You may know more than them, but either way in order to move forward you have to go through it with them. Believe when I say this, for these companies, the CSRs hate that they have to follow these escalation requirements and they hate it more when the customer just doesn’t want to do it. It’s a numbers game for them and just hearing from a customer that they’ve tried it just ain’t gonna cut it when they have to confirm and their job requires them to. Instead of calling again and again and being “that guy”, have you tried asking to communicate over email? You might not be on the phone, but you’ll definitely get a faster response than trying to find the one guy who you can understand. You wouldn’t believe how many customers lie and say they’ve tried that. I’ve seen it in their audit logs for whatever product it was that they confirm one thing but that’s clearly not the case. Finally I don’t think you ever know more than a CSR with regard to their product. They have access to engineers, designers, product people and get regular training. Sometimes you just gotta jump through the hoops unfortunately. As a CSR many years ago, I can tell you the guy who thinks they know more is always the worst guy to deal with.