11–20 of 433 posts
“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores. I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.
“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores. I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.
I used to work in retail/service. Not something with data and metrics, just a mom'n'pop. But we knew our customers. We especially knew our regulars. And you did try not to piss off a regular.
But from this I learnt that people will try to play their 'value' as a trump card when they want to complain. Do you know who I am, do you know how much I spend here, I come here every day, blah blah blah. They are very quick to make sure you know this isn't about a $4 coffee, this is about keeping them & their business.
This isn't a secret, It's just an answer. Yes, they do know who you are. Surprise!
At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
We would do similar— mashing the 0, *, and # keys intensely would usually trigger an operator call rather than sitting on the phone tree.
At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
I use another method. I select all the options in the automated system that indicate that I want to buy stuff from them. Suddenly I get connected to a live person almost immediately ;)
At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
Anecdata: The more advanced systems monitor for customer irritation while the customer is "on hold". It is quite possible to skip the line by fitting the profile of a really irate customer. While saying "agent" would put one into a standard queue, saying " agent" does magic on some Verizon, ATT, Comcast and Optimum CS or billing numbers.
At least for my phone provider, you can hit 0 about 6-7 times after the automated responses and be directly sent to a live agent.
How's this a secret? I used to work in retail/service. Not something with data and metrics, just a mom'n'pop. But we knew our customers. We especially knew our regulars. And you did try not to piss off a regular. But from this I learnt that people will try to play their 'value' as a trump card when they want to complain. Do you know who I am, do you know how much I spend here, I come here every day, blah blah blah. T…
In your service job did you serve each customer in the approximate order they arrived? I'm almost certain you would have to the best of your ability.
The article points to a system which all seem to think is first come first serve but actually inst.
I'm not saying it doesn't happen, but I wouldn't necessarily read a difference in response as some sort of panned customer score or system necessarily. Incompetence reigns supreme when it comes to call centers, even when someone tries to institute a system.
I can't tell you how many times they tried to prioritize some things or people and the result was those things or customers actually waited longer...