As a TSR, I try to help customers to the best of my ability. If I don't know the answer I find someone who does. I am most always asked if I have a direct line because I am the first person to listen or care or actually solve the problem. So there definitely are crappy tsr/csr's out there. It is bittersweet to hear you are the first person to help them out of the last ten. Mostly you hear about crappy agents. Not often do you hear about good experiences.
I can offer a unique perspective from a TSR's point of view... crappy customers!! I have had many great experiences with customers. I have talked to the nicest people, the most knowledgeable people, but also the most annoying, loud, rude, and stupid people. I hear all the time about how stupid we are, but now a glimpse into how stupid you (the customer) can be.
1) Customer calls in cussing at me, threatening to cancel his services because he has been staring at a "press select screen for 24 hours and is sick of this horse $hit". I laughed because I thought he was joking. I told him to press sat then select. End of call.
2) One customer, again cussing at me for 5 minutes this time, complained that he had no signal and was going to cancel at the first opportunity. During probing I asked is the dish installed on the roof, he said it was but it is in his "back yard right now sitting on a brick pointed up to the sky."
3) Someone called in complaining that they had been away from home for 5 months and wondered why they were charged for service. I explained they could have reduced to basic programming, but the point is moot now since they never called in the first place. Gave an analogy about not using your cell phone for 5 months and asking for the money back. Furthermore, someone was in fact home.. their daughter. Except she could not watch tv because their services were "cut off." They knew about it but didn't call because they didn't know they should. In fact, they had an 013 subscription message on the screen because it wasn't in use for 2 months. I advised we could have sent a hit or signal and it could have been working in 30 seconds. She said how was she supposed to know to call. I said most people do, they don't let something happen for 5 months then call in and complain. Most any service you would not watch it malfunction for 5 months then call in and complain. They could not grasp the concept and hung up disappointed threatening to cancel. :river
4) Any customer that calls in saying they can get a better deal from somewhere else then expects me to give them credits/discounts to stay. By doing that you make me think of 4 letter words. Don't people know being nice can get you so much further? Everyone is pissed that they can get their services cheaper as new customers elsewhere. They forget that they were once a new customer with us and got a free install. Sucks but it is how it goes EVERYWHERE.
5) Customers that say "I never had that problem with comcast/directv/adelphia". I think but can't say, "really, so why are you here?" Grass is always greener on the other side in a customer's mind. Other companies are perfect, they don't have software glitches, signal loss, or channel outages. It's just dish network. Incredible.
6) Customer had his account 3 years, and had four signal losses by his count. He called in to complain that he wasn't getting what he paid for. He went on and on and on about how bad the service was. He of course threatened to cancel. I explained the service will continue to suffer by his standards until someone or something intervenes. I offered a free service call, and yet he declined, and continued to complain. I said "let me get this right, you are calling to complain about imperfect services that could be fixed, yet you are refusing an opportunity to have them fixed, and are still complaining?" He said yes and said if it goes out again he would cancel. So I took down my notes and moved on to the next call.
7) One customer was screaming at me about how dish network was taking away their epg. I asked them to explain. They said verbatim "On my info screen it says Tribune parentheses c parentheses, so what now, are we going to have to look at the guide on the internet?" I explained that it was simply a copyright caption for the company that provides the info and nothing more. She went on and on about how we are taking everything away from them and putting it on the internet. I tried my best to explain what was happening but she wouldn't have it.
:haha
edit: Wow, I typed quite a bit. Sorry had to vent.
I can offer a unique perspective from a TSR's point of view... crappy customers!! I have had many great experiences with customers. I have talked to the nicest people, the most knowledgeable people, but also the most annoying, loud, rude, and stupid people. I hear all the time about how stupid we are, but now a glimpse into how stupid you (the customer) can be.
1) Customer calls in cussing at me, threatening to cancel his services because he has been staring at a "press select screen for 24 hours and is sick of this horse $hit". I laughed because I thought he was joking. I told him to press sat then select. End of call.
2) One customer, again cussing at me for 5 minutes this time, complained that he had no signal and was going to cancel at the first opportunity. During probing I asked is the dish installed on the roof, he said it was but it is in his "back yard right now sitting on a brick pointed up to the sky."
3) Someone called in complaining that they had been away from home for 5 months and wondered why they were charged for service. I explained they could have reduced to basic programming, but the point is moot now since they never called in the first place. Gave an analogy about not using your cell phone for 5 months and asking for the money back. Furthermore, someone was in fact home.. their daughter. Except she could not watch tv because their services were "cut off." They knew about it but didn't call because they didn't know they should. In fact, they had an 013 subscription message on the screen because it wasn't in use for 2 months. I advised we could have sent a hit or signal and it could have been working in 30 seconds. She said how was she supposed to know to call. I said most people do, they don't let something happen for 5 months then call in and complain. Most any service you would not watch it malfunction for 5 months then call in and complain. They could not grasp the concept and hung up disappointed threatening to cancel. :river
4) Any customer that calls in saying they can get a better deal from somewhere else then expects me to give them credits/discounts to stay. By doing that you make me think of 4 letter words. Don't people know being nice can get you so much further? Everyone is pissed that they can get their services cheaper as new customers elsewhere. They forget that they were once a new customer with us and got a free install. Sucks but it is how it goes EVERYWHERE.
5) Customers that say "I never had that problem with comcast/directv/adelphia". I think but can't say, "really, so why are you here?" Grass is always greener on the other side in a customer's mind. Other companies are perfect, they don't have software glitches, signal loss, or channel outages. It's just dish network. Incredible.
6) Customer had his account 3 years, and had four signal losses by his count. He called in to complain that he wasn't getting what he paid for. He went on and on and on about how bad the service was. He of course threatened to cancel. I explained the service will continue to suffer by his standards until someone or something intervenes. I offered a free service call, and yet he declined, and continued to complain. I said "let me get this right, you are calling to complain about imperfect services that could be fixed, yet you are refusing an opportunity to have them fixed, and are still complaining?" He said yes and said if it goes out again he would cancel. So I took down my notes and moved on to the next call.
7) One customer was screaming at me about how dish network was taking away their epg. I asked them to explain. They said verbatim "On my info screen it says Tribune parentheses c parentheses, so what now, are we going to have to look at the guide on the internet?" I explained that it was simply a copyright caption for the company that provides the info and nothing more. She went on and on about how we are taking everything away from them and putting it on the internet. I tried my best to explain what was happening but she wouldn't have it.
:haha
edit: Wow, I typed quite a bit. Sorry had to vent.
