robin2223
At the end of the day.......call centre staff and e-mail handlers are people.....some will just hate their job and won't give a damn about people writing in asking about some demo.......others will maybe feel like they want to help people or maybe feel obliged to keep up customer relations........one day you might want to buy a BMW from them!!!!.....you wont if they fobbed you off when to sent them an e-mail! (some will still by the bmw thou
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Robin
Most Call centre/ customer service centres are staffed by pretty low paid workers,
In fact many are now located in Places like INDIA.
The staffers have very little knowledge of the products they represent other than that which has been drilled into them during the training regime.
They are mostly ruled over by by supervisors who have progressed from the mundane work of an operative, and in order to progress to this level are mostly 'Yes' Men ruled over by Graduate educated, but no life/work experience, 'these are the rules and this is the way its done' managers.
All queries will have a standard set of procedures, to determine the correct answer, all pre written by someone at Head Office, anything that is not a standard question that can not be answered, through the procedure, will most likely be given a standard reply.
Call Centre Operatives CAN NOT make use of their own initiative, and give an answer to a query that is not standard procedure, they would most probably be sacked, for providing non factual advice.
So dont think no matter how nice you ask, That they are going to spend the next 30mins trying to find out the answer then call you back, they would be expected to deal, with at least another 5 queries in that time by their overbearing supervisor, And working under that sort of pressure do you think they really care.
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