disgusting support staff attitude
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- disgusting support staff attitude
disgusting support staff attitude
14-05-2016 3:03 PM
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My jaw just dropped at the attitude of the chat support staff whenever I raised an issue with not having access to email.
Is it really acceptable for support staff to use these phrases?
Re: disgusting support staff attitude
14-05-2016 3:24 PM
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bit difficult to say from only seeing one side of the conversation.
To be is to do - Kant
do be do be do - Sinatra
Re: disgusting support staff attitude
14-05-2016 5:00 PM
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It may be - but is there any justification for the responses I listed ?
Re: disgusting support staff attitude
14-05-2016 6:58 PM
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I don't see anything particularly objectionable in the responses apart from the alleged abrupt closure of the session? Without the full context it's hard to be judgemental.
M
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: disgusting support staff attitude
15-05-2016 7:03 PM
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as said by previous reply, it all depend on what YOU were saying and HOW you were saying it.
if you were being an absolute d*** and giving know-it-all replies then the responses you got were perfectly fine.
even if you weren't, the response were still reasonable.
feel free to post the FULL conversation with your replies so we can make a judgement.
Re: disgusting support staff attitude
17-05-2016 10:03 AM
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Hi @deemac,
I think the agent's responses were a blunt at times, especially this bit:
At this point I have done everything you have asked me to
Just trying to find out if there's anything else
Not having much luck
I cringed a little bit reading that in the context of the conversation.
I have to disagree with you on this bit:
"(After 15 seconds whilst I'm typing)I haven't heard from you for a while. Are you still there?"
It was the standard three minutes before that message was sent. Sorry if that's a bit nitpicky, as I realise that the whole chat was a poor experience. Apologies for this, and let me assure you that it's not typical of us. I can see that he got the issue resolved for you in the end but I'll feed back on the agent's behalf.
Matty
Re: disgusting support staff attitude
17-05-2016 5:35 PM
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Thank you Matty for acknowledging the poor attitude of the agent.
I wonder whether the three minute rule (official or not) is appropriate as I was engaging in the chat, the agent could presumably see I was typing and I did not feel it was enough to formulate an appropriate and informative response.
Whilst my email was set up, I did not receive an answer as to why I had been misinformed previously concerning when the account would be set up. It may be more of a customer services issue but seemed to be of no interest to the agent and he might simply have taken a note to forward to the appropriate department or advised me where I might more appropriately raise it.
If email isn't automatically set up shouldn't I have been advised that I would have to request it by either the sales chat agent or the agent taking my order?
I also had a query with regards to line testing I was advised happened to new installations but the support agent was too eager to get rid of me to wait to listen to that issue.
I appreciate that the agents are under pressure to answer a certain volume of calls but I don't feel that is justification for abruptness or rudeness. I never received such attitude dealing with my previous supplier
Re: disgusting support staff attitude
18-05-2016 10:44 AM
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The 3 minute rule is automated, I believe.
You're right in that it was a CS issue, the agent was the first person to give you the right answer. You probably should have been advised by sales upon signup about the email, though in honesty it's not one of the most popular features of the service.
Are you ok to elaborate a little on the new installation issue? I'll investigate for you.
For the record, there's actually a much heavier weight on chat satisfaction over the productivity based targets, so let me assure you that this wasn't the motive.
Matty
Re: disgusting support staff attitude
26-05-2016 10:00 AM
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