Far too many times now I have had communication problems with companies and individuals who do not listen to what is told them. A call centre guy was told to ask the engineeer to phone me as soon as he was outside our premises so I could let him in and show him what was needed to be done This was done with 2 witnesses by my side and the call centre guy agreed it would be done. Needless to say the engineer did not contact me and he went away saying nobody was there. This lack of attention must be costing industry millions of pounds or whatever currency you use. This is just one of many examples
2006-12-22 08:52:57 · 26 answers · asked by davidbareuk 2 in Society & Culture ➔ Etiquette
Well I was supposed to get someone come out to my house on Wednesday to look at my washing machine - first they phoned to cancel and make it Friday. Then I got a phone call on Thursday to say there was a cancellation and the guy would be with me sometime around tea time. Needless to say nobody showed up. THEN I got woken up at 7.30 this morning by the man in question who was supposed to be coming to my house to ask what exactly the problem was with my machine (which I had already explained in detail) - he then assured me he'd see me later on in the morning......................................... and I'm still waiting!
Now I think that is a perfect example of bad communication and downright rubbish service.
2006-12-22 09:08:18 · answer #1 · answered by Lost and found 4 · 1⤊ 0⤋
I am sorry , but that question cannot be answered by this department. You will have to contact our engineering visiting department on 0870 444 @@@@.
GRRRRRR!!!!!!!
And why won't any of the call centre people take ownership of your problem? I am sure that they are trained to push the customer from pillar to post until he gets fed up and fcuks off. The only exception being, if the customer wishes to place an order. Modern, successful companies have no interest in customer service whatsoever.
It is time for us CUSTOMERS, the most important of any company's assets to stand up for our rights and demand good, old fashioned customer service from people who are able to speak the English Language without reading it from a Sri Lankan crib sheet or a South African Script
2006-12-22 17:11:13 · answer #2 · answered by dawleymouse 4 · 1⤊ 0⤋
People believe they are too important. They think that it's not worth LISTENING to other people. They are just too lazy, that they won't listen to the heart of the business, the customer. Sure, they hear it. They are always hearing it. But do they listen? NO! The information just floats into one ear and out the next. Their puny, overexcessively-stressing-on-self-importance brains don't FEEL like catching the information. The clear, simple information. They can't even chew their own food(metaphor). They need someone else to tell them everything, clearly, mashing up liquid more than necessary. They just are too lazy.
That is not a good thing in this world. If they are really listening, though, try lowering your voice on the phone. If they are really listening, they'll pay more attention. If they aren't, they just won't hear it(would they anyway?).
2006-12-22 17:05:07 · answer #3 · answered by Anonymous · 1⤊ 1⤋
You have to follow up. Never trust your first call. Even if they act like you are fool for calling twice or three times, all ways do a follow up call. Also get the name of the person you speak to. Ask them if they have a pen and give your name and number. I'm in the business of ordering people what to do by phone.
2006-12-22 16:59:39 · answer #4 · answered by Anonymous · 1⤊ 1⤋
Deviating from the norm - asking for anything that constitutes "additional" service seems to elicit some sort of "Out to lunch" auto response in the customer service brain.
Like asking for no pickles at MacDonald's, I guess :-)
Trouble is, it obviously doesn't cost them nearly enough, since it continues.
2006-12-22 16:59:34 · answer #5 · answered by belmyst 5 · 0⤊ 1⤋
Ah, well, there is a distinct difference between hearing and listening. You also seem to be assuming communication between the call centre and the engineer.
2006-12-22 16:56:10 · answer #6 · answered by Anonymous · 1⤊ 2⤋
Dont listen to the idiot who first answered. I think people dont listen due to the fact(and I am not religious at all), we have the adam and eve thing instilled in us, we always , or part of us will always do the opposite to what we know is right.
ALso, industry wise, we are all just numbers to companies so if working for someone, if we make a mistake, people can always ne replaced so it doesnt matter if we do out job right as someone else can fillour shoes.
Make any sense?
2006-12-22 16:58:15 · answer #7 · answered by brunelscooby 4 · 0⤊ 4⤋
I agree. The problem was that the call center guy didn't communicate the message on to the engineer to call you. The same thing happened to me with my cable. I spent all day waiting for the guy to come and he'd been there and gone even before my appointment time. How annoying!
2006-12-22 16:55:06 · answer #8 · answered by jmrob29 4 · 3⤊ 3⤋
Usually because they choose not to. However sometimes people that are truly busy and have a number of things going on just forget. And not on purpose. I have always said if you are not good at remebering things then write it down
2006-12-22 16:57:17 · answer #9 · answered by nickle 5 · 3⤊ 1⤋
I can't speak for "people", but I can tell you from my experience, that:
I don't respect the speaker
I already know what to do, and don't want to
OR
I'm just not paying attention...
Hope this helps!
2006-12-22 17:02:38 · answer #10 · answered by purplepartygirrl 4 · 0⤊ 1⤋