Call Centers often don't have the information they need to serve...
by Nathalie-Christine D. Parra
(Toronto)
I was at work on break, about to go on my hotmail when I saw this link about bad Customer Service events. Once I noticed what it was about, I thought maybe I should state my opinion as a customer service representative!
I will start with, "the customer is always right"! I am a customer myself out of my working hours. I do understand what most people have to go through once they call the customer service of whichever company they're trying to reach and they're unable to get the service they deserve.
What most people don't know is now-a-days most companies hire small places such as call centres to answer their phone lines. I work in a call centre, and most of the time companies that hire us REFUSE to give us access to information customers need or want us to give them in order to assist them. Most of the time they want us to take a message and forwarded to the headquarters and tell the customers someone will return your call.
Once the inquiry sent to headquarters, they send the call centre an answer for that particular customer, we have to call them back and let them know what we were told to say.
So all this to say sometimes when you call that 1-800# and you get that person saying at the other end of the phone their name and how can I help you, most of the time you will not be taking your anger out on the right person.
Like I said, the customer is always right! Just be more considerate when you speak with an operator... It is our job to give customer service to the public and we operators know it doesn't get better than that for us. But sometimes it gets to the point there's nothing we can do because we are not given the access to information customers need!
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