Maria Caliban wrote...
You're a jerk. The customer service rep might have been a bit slow but you blew-up at them when they were trying to clarify the problem.
Massefeckt wrote...
Squallypo wrote...
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
your sure no better from the way you reacted.. <_<
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
Guest_Sparatus_*
Massefeckt wrote...
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
Massefeckt wrote...
Squallypo wrote...
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
your sure no better from the way you reacted.. <_<
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
Guest_Sparatus_*
Alraiis wrote...
This entitled attitude is a barrier to effective communication. The customer is not "right" if they fail to explain their issue and become impatient. "Dealing with irate customers" involves not flipping out at customers and calmly trying to help. However, you cannot help at all if there's no communication. You can keep your cool all day, sure, but you simply won't be able to provide a solution if communication isn't happening. Listening to the customer repeat "I have a problem—fix it" can only go so far.
Modifié par _PseudoHero, 06 mars 2012 - 10:39 .
You can tell screaming children it's nap time.Sparatus wrote...
This is why I am glad I don't work in support.
Instead, I work with screaming children... wait. That isn't much different all.
Sparatus wrote...
Ever hear the old phrase you catch more flies with sugar than vinegar?
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue..
Massefeckt wrote...
Squallypo wrote...
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
your sure no better from the way you reacted.. <_<
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
Modifié par Dragoonlordz, 06 mars 2012 - 10:47 .
1Nosphorus1 wrote...
Farbautisonn wrote...-Well... It seems you interrupted his coffee or something. Because you were basically stonewalled.
Most of the Customer Service reps have just a few select macros that they can say, the more advanced ones tend to use the Razer Naga, that's twelve whole macros on the side of their mouse.
oYOSSARIANo wrote...
I've worked for EACS, and the OP'er
was NOT rude imo. I've heard worse, much worse and still helped the
person out. I don't think adding emphasis to words by capitalising them
is inherently rude, and neither was his general tone. He became
frustrated by the CS reps lack of knowledge and the lack of a solution
to his problem, something that is entirely understandable and common.
You
have to remember that CS dept's are like mushrooms, they are kept in
the dark and fed manure. The game came out today, this is obviously an
account error @ EA's end, but the CS rep has no information about it or
how to fix it. Which leads to customer dissatisfaction, they want
answers and action, but the CS rep can't do anything until EA higher ups
provide them with the answers and what actions they should perform.
It's
telling that Bioware are now informing CS of this issue, when they
should have known when the game went gold (they probably did). It is
poor communication on BW/EA's part that has caused this problem, and the
lack of solutions available to CS when the game is being sold at
retail.
Neither the customer or the CS rep are to blame, EA and
Bioware are at fault. But it's easier for them to dismiss this
legitimate complaint because of a few capitalised words, then admit to
their poor communication and planning.
Modifié par Kilshrek, 06 mars 2012 - 10:52 .
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
Alraiis wrote...
Massefeckt wrote...
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
This entitled attitude is a barrier to effective communication. The customer is not "right" if they fail to explain their issue and become impatient. "Dealing with irate customers" involves not flipping out at customers and calmly trying to help. However, you cannot help at all if there's no communication. You can keep your cool all day, sure, but you simply won't be able to provide a solution if communication isn't happening. Listening to the customer repeat "I have a problem—fix it" can only go so far.
Xenogias wrote...
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
I've been working with customers alot longer than you and lemme tell ya, had someone acted like that over the phone to me I would have hung up on them. Granted my job grants me that freedom. Point is you acted like an ass. Doesnt matter if you got the awnsers you expected or not. Claiming you work in customer service you should know better than most that a calm clear conversation gets more accomplished even if keeping calm is hard.
Dragoonlordz wrote...
Massefeckt wrote...
Squallypo wrote...
Dichotomize wrote...
Stanley Woo wrote...
Actually, it seems to be a matter of you losing patience with a customer support rep when he's asking you to clarify your issue. Communication is a two-way street. Based on your transcript, your description of your problem can be vague and not specific enough fro support to give you a straight answer without getting more information. You getting frustrated and getting belligerent certainly doesn't help anyone to solve your issue because you're no longer providing useful, needed information.
Sure. But I was losing my patience because this short little conversation took place over the course of about 25 minutes. It's frustrating when you have to wait several minutes between responses, and the responses you finally get are simply copy/pasting of information that is not helpful.
I've worked in customer service myself for over six years now. This person from EA is pretty terrible at it.
your sure no better from the way you reacted.. <_<
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
That rule does not apply to all situations, I have customer service qualifications too.
You are supposed to help the customer best you can, if cannot resolve their issue you pass it on to someone else who might be able to and failing that onto your manager or superior/supervisor/boss. The language and attitude of the customer can justify explaining that the customer calm down, cool their head and stop the abuse if wish to get assistance or will be passed on to the supervisor of which if you can't cool your head and continue throwing verbal abuse you risk having putting down the phone and told to ring back when in a more calm state of mind. It is not their job to be insulted and abused verbally. If you think that it is then your customer service during university was poorly managed. A company has to look after also the health and wellbeing with duty of care to their employee's.
Guest_Aotearas_*
Massefeckt wrote...
Alraiis wrote...
Massefeckt wrote...
Number 1 rule of CS - The Customer is always right, even when they're wrong.
This is their job, if you can't deal with irate customers do something else. I did some customer service during Uni to make some extra money and would get hell from some people but thats part of the job you should expect it. The majority of people contacting you are people who have paid money for your products and aren't getting what they paid for, they are going to be angry and frustrated. No one from Bioware or EA should be putting this guy down they should be apologising and promising to look into it for them.
Seems like they have the typical scripted responses that fit about one out of every ten calls, always terrible.
This entitled attitude is a barrier to effective communication. The customer is not "right" if they fail to explain their issue and become impatient. "Dealing with irate customers" involves not flipping out at customers and calmly trying to help. However, you cannot help at all if there's no communication. You can keep your cool all day, sure, but you simply won't be able to provide a solution if communication isn't happening. Listening to the customer repeat "I have a problem—fix it" can only go so far.
God I hate the constant "Entitled" stuff always put forward on this forum. He has paid money for a product that isn't working he is very much entitled, he's as entitled as it gets. This isn't a charity it's a business that is supposed to provide a service, they have failed in his case, they are at fault, they have taken his money and not given him the products he has paid for. He is entitled full stop.
It was a 25 minute conversation where the CS rep had shown he/she had no knowledge about the service they were providing and all he did was write in caps. Trust me thats doesn't even come close to being rude/a dick/arrogant or whatever else people here are calling him. Again I swear people would defend EA/Bioware if they stole candy from a baby then took out billboards to brag about it. "Bloody baby and his entitled attitude! Bioware/EA has every right to take your candy! You should be grateful they deemed you worthy to steal from!"
1Nosphorus1 wrote...
Farbautisonn wrote...-Well... It seems you interrupted his coffee or something. Because you were basically stonewalled.
Most of the Customer Service reps have just a few select macros that they can say, the more advanced ones tend to use the Razer Naga, that's twelve whole macros on the side of their mouse.
Guest_Sparatus_*
Maria Caliban wrote...
You can tell screaming children it's nap time.
30-year-olds acting like screaming children, you just have to put up with.
Massefeckt wrote...
God I hate the constant "Entitled" stuff always put forward on this forum. He has paid money for a product that isn't working he is very much entitled, he's as entitled as it gets. This isn't a charity it's a business that is supposed to provide a service, they have failed in his case, they are at fault, they have taken his money and not given him the products he has paid for. He is entitled full stop.
It was a 25 minute conversation where the CS rep had shown he/she had no knowledge about the service they were providing and all he did was write in caps. Trust me thats doesn't even come close to being rude/a dick/arrogant or whatever else people here are calling him. Again I swear people would defend EA/Bioware if they stole candy from a baby then took out billboards to brag about it. "Bloody baby and his entitled attitude! Bioware/EA has every right to take your candy! You should be grateful they deemed you worthy to steal from!"
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