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Ariella
Ariella
2/1/2017 8:52:52 AM
User Rank
Author
Re: Experience
@faryl The question is if other services in the area actually do better. Having a good rep, though, can make the difference between pushing an annoyed customer off your services altogether or reinforcing loyalty. For example, I use a pay-as-you-go phone, an inexpensive service that is not even offered to the public any more. But becaues I'm already a customer, I asked to get it put on another phone for somoene in my family, and the rep arranged it. Also one time, when I had to refill because the time allotted for the last refill was about to expire even though I still had a lot of money left on the account, the rep arranged to extend the time another 3 months without requiring a payment. I didn't ask for that; it was offered. It's really not a large amount of money involved, but it's a nice gesture on the telecom's part.

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elizabethv
elizabethv
1/31/2017 7:34:24 PM
User Rank
Platinum
Re: Experience
@faryl - it's so funny that you say you never had a bad experience with an AT&T rep. I remember when I was a kid (maybe like 12-14) my Mom had a TERRIBLE experience with an AT&T rep. I actually remember the phone call it was that bad, and she was THAT mad. To this day (dare I say decades - later) she still won't use AT&T. And she brings up that phone call any time they're mentioned. 

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faryl
faryl
1/31/2017 6:27:33 PM
User Rank
Platinum
Re: Experience
@elizabethtv I guess the ones he did offend just never complained about it! :-P

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faryl
faryl
1/31/2017 6:24:22 PM
User Rank
Platinum
Re: Experience
@ariella I've never had a bad experience with an AT&T rep, now that I think about it. It's just AT&T's practices & policies make for a poor customer experience (IMHO)

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elizabethv
elizabethv
1/31/2017 3:36:06 PM
User Rank
Platinum
Re: Experience
@faryl - I'm not a big phone fan either. Lol. And there were a few times where I was definitely distracted by other conversations. Particularly one of my very animated co-workers who tended to lose his cool a lot, and say things he probably shouldn't have. What amazes me is that he's actually still in the job, probably coming up on ten years now. And there's no telling how many customers he's offended. 

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JohnBarnes
JohnBarnes
1/30/2017 9:20:27 PM
User Rank
Platinum
Re: Experience
Joe,

I'd say more even than that; the paradigm of entertainment is of being able to switch off everything except the entertainment stream you are consuming. (We tend to forget that that's really only an idea that has developed in the last couple of centuries, as people became "entitled" to get the advertised entertainment (and only that) for the price of their ticket. (Past ages saw things differently; until almost 1800 it was common and not necessarily regarded as ill-mannered for people to converse at (unamplified, remember) concerts, heckle actors at plays, etc.).

So "customer experience" now includes "not experiencing anything else while you're experiencing the entertainment," and customer service means one way or another being as invisible as a perfect ninja waiter.

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faryl
faryl
1/30/2017 7:39:31 PM
User Rank
Platinum
Re: Experience
I don't even like talking to my friends on the phone! I think I'd get too distracted by the other representatives' conversations too.

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elizabethv
elizabethv
1/30/2017 7:02:16 PM
User Rank
Platinum
Re: Experience
@Ariella - company culture is definitely key. I would imagine that's why Comcast has the problem they do. Never having worked there I can't swear to it, but I know the complaints of their customer service are loud and miles long. While I've never personally had a horrible experience with them, I've never actually had anything resembling great service either. I lost a lot of faith with Cox after I had my service accidently disconnected (it was supposed to have been the person next door, or so I was told) Then they tried to charge me for the days I was without service, on their error. So that caused a problem. And even my eventual leaving of the company. But you know company culture plays a huge role, because there are other, similar companies that don't have any where near the same issues. I know Zappo's had a great culture, and it was so great that other companies started asking the CEO what he was doing differently. 

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elizabethv
elizabethv
1/30/2017 6:57:53 PM
User Rank
Platinum
Re: Experience
@dcawrey - as someone who has worked in that kind of environment (though at the time they would have flatly denied it) it can be tough. And I didn't have a matrix I had to keep up with to keep my job. I'm sure the turnover is pretty similar to that of Food Service, no one wants to be yelled at continually. Or forced to try to convince people to do something they don't want to do (not cancel when that was the purpose of the call) over and over and over. I know it starts to wear on you. But then a lot of jobs do. 

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elizabethv
elizabethv
1/30/2017 6:55:12 PM
User Rank
Platinum
Re: Experience
@faryl - "Too tough to cancel" is definitely a mindset. Which I am sure is at least a few companies purpose for making it so. Though I think a lot of places that were once difficult are getting easier, because of the bad "press" they've receiveid for being so. Which makes sense, why get into business with a company if you've heard getting away from them can be nothing shy of a massive hassle. It makes you at least hesitate in putting forth the commitment. Kind of like marriage, it isn't something you really should enter, without realizing that getting out of it is quite the ordeal. And then most people tend to do so with the idea that they won't ever be getting out of it.

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