My roommate is still a CSR at Dish, and I asked her about it last night. She did say there have been many calls about it, but most customers are willing to accept what is happening is business. They thank her, and go on their way. She said this was really not as big of an event as many people thought it was going to be, and AMC was a bigger deal. So, I am hesitant to take the word of just one CSR. I know exactly what my roommate is saying, as I was the one that trained her(I her first supervisor and she as my first employee). It's going to have everything to do with how you talk to the customer, and how well you know your product and company. I am really proud of her, and still get phone calls and text messages about how well informed she is as an agent, thanking me for setting her up to that success. Did the agent you spoke with give you lots of "uhms" and "hmm" or even just sound like they didn't want to be there? Cause if so, that's why they feel like they are being slammed.
