Here's what happens
when customer isn't always right:
http://biz.yahoo.com/rb/070709/sprint.html?.v=2
I wonder who is the genius who came up with this idea, sure is doing a lot of good to the company, I've ditched them 7 years ago and made the company I worked for at the time switch to Verizon, wonder how long they are going to last with CS like this.
http://biz.yahoo.com/rb/070709/sprint.html?.v=2
I wonder who is the genius who came up with this idea, sure is doing a lot of good to the company, I've ditched them 7 years ago and made the company I worked for at the time switch to Verizon, wonder how long they are going to last with CS like this.
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Follow and be free 0 -
that would really make me want to use their service 0 -
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick. Sprint's actions seem reasonable, as is anyone's choice not to do business with them based on this. 0 -
Some people just complain too much. 0 -
quote:Originally posted by nemesisenforcer
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick.
That's is exactly the attitude why everyone's seeing such a decline in customer service lately. When you get my money for a service you claim you provide I am going to be a dick if I don't get the level of service I was promised. Everything else is an excuse. Now days nobody gives a damn about quality of service they are providing. Everybody in customer service thinks exactly the way nemesisenforcer outlined over there, what friggen service is it then?0 -
quote:Originally posted by thesneakyrussian
quote:Originally posted by nemesisenforcer
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick.
That's is exactly the attitude why everyone's seeing such a decline in customer service lately. When you get my money for a service you claim you provide I am going to be a dick if I don't get the level of service I was promised. Everything else is an excuse. Now days nobody gives a damn about quality of service they are providing. Everybody in customer service thinks exactly the way nemesisenforcer outlined over there, what friggen service is it then?
sneaky,
No, customer service has declined because spoiled, pampered retards with a sense of entitlement a mile wide think they are due something they did not pay for or earn. They want it now, they want it free, and they want lots of it. Having had to endure that sort of abuse, I know what it's like to have some smarmy high school kid or uptight soccer mom vent their frustration at me in the form of demands for "better customer service." A few years back, one even went so far as to call my manager down to demand that I apologize since I did not give her a free refill on her drink since it was against the theater's policy to do so. She didn't want the drink - she wanted to see me humiliated. "You'd better apologize or I'll see you fired" were her exact words.
Well, thanks to "poor customer service" she didn't get her apology or her drink refilled - she was told that I was right, she was wrong, and if she had a problem with it she could buy the company and change the policy she disagreed with.
Mind you, I don't think customers should be treated like dirt either. But customer service is a two-way street. If you are a good customer who treats the business and its representative as you would like to be treated, trust me, you will rarely, if ever, receive "poor" customer service.
We have no nobility in America - I think it's high time some customers remembered that.
Nemesisenforcer was spot-on and I agree with him 100%.0 -
It's a damned good thing Sprint doesn't own these forums or a LOT of us would get bounced! [:D] 0 -
quote:"In some cases they were calling customer care hundreds of times a month for a period of six to 12 months on the same issues even after we felt those issues had been resolved," she said.
Well apparently the customers didn't think the issues were resolved or they wouldn't have kept calling....0 -
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quote:Originally posted by ElMuertoMonkey
quote:Originally posted by thesneakyrussian
quote:Originally posted by nemesisenforcer
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick.
That's is exactly the attitude why everyone's seeing such a decline in customer service lately. When you get my money for a service you claim you provide I am going to be a dick if I don't get the level of service I was promised. Everything else is an excuse. Now days nobody gives a damn about quality of service they are providing. Everybody in customer service thinks exactly the way nemesisenforcer outlined over there, what friggen service is it then?
sneaky,
No, customer service has declined because spoiled, pampered retards with a sense of entitlement a mile wide think they are due something they did not pay for or earn. They want it now, they want it free, and they want lots of it. Having had to endure that sort of abuse, I know what it's like to have some smarmy high school kid or uptight soccer mom vent their frustration at me in the form of demands for "better customer service." A few years back, one even went so far as to call my manager down to demand that I apologize since I did not give her a free refill on her drink since it was against the theater's policy to do so. She didn't want the drink - she wanted to see me humiliated. "You'd better apologize or I'll see you fired" were her exact words.
Well, thanks to "poor customer service" she didn't get her apology or her drink refilled - she was told that I was right, she was wrong, and if she had a problem with it she could buy the company and change the policy she disagreed with.
Mind you, I don't think customers should be treated like dirt either. But customer service is a two-way street. If you are a good customer who treats the business and its representative as you would like to be treated, trust me, you will rarely, if ever, receive "poor" customer service.
We have no nobility in America - I think it's high time some customers remembered that.
Nemesisenforcer was spot-on and I agree with him 100%.
AMEN!!!!!!!!!!!!!!! I'm all for customer service, but when you do everything you reasonably can, when you're polite, when you do EXACTLY what the "customer" wants, when you perform your job competently and to the best of your abilities, and they're still not satisfied because they were irrationally expecting a miracle, when they tell you they don't like you when you've done nothing wrong or when they want for you to kiss their asses. . . to hell with them.0 -
quote:Originally posted by ElMuertoMonkey
quote:Originally posted by thesneakyrussian
quote:Originally posted by nemesisenforcer
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick.
That's is exactly the attitude why everyone's seeing such a decline in customer service lately. When you get my money for a service you claim you provide I am going to be a dick if I don't get the level of service I was promised. Everything else is an excuse. Now days nobody gives a damn about quality of service they are providing. Everybody in customer service thinks exactly the way nemesisenforcer outlined over there, what friggen service is it then?
sneaky,
No, customer service has declined because spoiled, pampered retards with a sense of entitlement a mile wide think they are due something they did not pay for or earn. They want it now, they want it free, and they want lots of it. Having had to endure that sort of abuse, I know what it's like to have some smarmy high school kid or uptight soccer mom vent their frustration at me in the form of demands for "better customer service." A few years back, one even went so far as to call my manager down to demand that I apologize since I did not give her a free refill on her drink since it was against the theater's policy to do so. She didn't want the drink - she wanted to see me humiliated. "You'd better apologize or I'll see you fired" were her exact words.
Well, thanks to "poor customer service" she didn't get her apology or her drink refilled - she was told that I was right, she was wrong, and if she had a problem with it she could buy the company and change the policy she disagreed with.
Yeah it had, exactly because spoiled "retarded pampered retards" decided to get jobs and ended up doing customer "service" jobs due to their inability to do anything else. There's such a pile of issues there.
quote:
Mind you, I don't think customers should be treated like dirt either. But customer service is a two-way street. If you are a good customer who treats the business and its representative as you would like to be treated, trust me, you will rarely, if ever, receive "poor" customer service.
We have no nobility in America - I think it's high time some customers remembered that.
Nemesisenforcer was spot-on and I agree with him 100%.
Didn't read it carefully first. You should have started here. I also do not advocate CS reps to be treated like dirt. However, it's a very thin line between propagating not dealing with "bad" customers and treating all customers like crap. It just happens so that once you start picking who's nice and who's not you end up in a situation when all customers are wrong 'cause they all want something for their money. You probably never been to countries like russia or china or even say belgium. You should try to do some business with people from those countries who don't have a clue that in the phrase "customer service" - "service" is the key word, I am in no mood right now to write lectures on this, this is my 4th nicotine free day and probably the worst one, so it's a bit hard to concentrate. Anyways, one thing I'll add is that the level of service quality isn't measure by how "good" customers are herded but how the demanding ones are tended to.0 -
A few weeks after I got a new contract with Verizon....cingular bought out Bellsouth and ATT....I feel like I cheered for the wrong team.
Here I am yelling go gamecocks.....and in run the Steelers on the other side of the field.0 -
Good for Sprint. I wish I could do the same with many of my customers.
I have seen many competitors in my business come and go over the past 20+ years. I always welcome the competition because they usually pull the unruly, waste of time headaches away from me, and allow us to better serve everyone else.
Then it's a bummer when the competitor closes because the nutjobs inevitably come back to us, with the same issues. Truly unbelievable.0 -
quote:Originally posted by Zulu7
Some people just complain too much.
+20 -
verizon may be a little higher in price and not have roll over minutes but my service for the past 10 years has been great. 0 -
As an a/c contractor I have dropped many customers.
Slow pays, nervous nellies who call at the drop of the hat, those that call me in August at 5:00 AM at home wanting to be first on the list the same day (I am 2 weeks behind), and general arse's.
I just tell them there are not in my service area anymore!
This time of year I hate the ones who want a new furnace installed in the 135 degree two story attic when I told them that I could do it between October thru April.[:(!]0 -
quote:Originally posted by nemesisenforcer
having been in customer service jobs and industries for a long time, I can tell you that the customer isn't always right. Most of the time, the customer is an unruly and insufferable dick. Sprint's actions seem reasonable, as is anyone's choice not to do business with them based on this.
Agreed. The customer is NOT always right, and sometimes, customers need to be fired.
It isn't that a customer complains. It is that a customer uses too much valuable resources from a company and that the customer will never be satisfied. While it is the desire of most companies to please their customers as often as possible, there comes a point in time where you just have to dissolve the relationship.
What Sprint/NEXTEL should do is to follow the lead of Progressive Insurance. While I can't stand Progressive's politics, they do an awesome job of deferring undesireable potential clients to the competition.0 -
I think the key here is that Sprint is number 3.
Verizon has been my cell carrier for several years. And the pivotal point was when they changed their customer service. It went from, "Thats not the kind of problem I solve", to " I will solve that problem for you, and are there any other problems I can help you with?".
I believe that if you have to keep calling to solve the problem, you're gonna stay #3 or slide down a couple more notches.0 -
I have a theory about phone service. I think if I pay my bill on time each month I should be able to make and receive phone calls. SPRINT doesn't share that opinion.
When I moved here in 1989, CENTEL had the local monopoly on landline service. I had CENTEL until SPRENT bought them out in 1997. While I had CENTEL the service was good most of the time, and when there was a problem they fixed it. I considered that to be "good" service.
When SPRENT took over the service in 1997 they implemented the "We're the phone company, we don't care" policy. They dropped the load from time to time, but usually not more than a week. In 2004 some of their equipment got struck by lightning and took my phone service out. I made the usual service call and they told me it would be fixed by Friday. I never did get them to specify which Friday.
I kept calling and they kept telling me it would be fixed by Friday. I finally talked with a supervisor and he told me they were willing to restore my phone service, but there would be a fifty dollar service charge. I told him never mind, I wouldn't be using SPRENT service anymore. He told me that wouldn't matter, he was still going to bill me the fifty dollar service charge. I told him that would be fine, since I wasn't going to pay him for the month I didn't have phone service, I'd just not pay the service charge at the same time.
I had AllTel analog phones in the truck and car, so I went to the AllTel office and had them change my SPRENT number to my car phone, and change both phones to digital cell phones. I wound up with a phone bill less than before. To get their last little dig, SPRENT took a month to give up my phone number.
SPRENT billed me $1.44 FINAL BILL. I decided that wasn't worth going to war over, so I paid it and never looked back.0 -
quote:Originally posted by booger
I wish I could do the same with many of my customers.
+10
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