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View Diary: A customer service reality check (73 comments)

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  •  should be high skill (4+ / 0-)

    Many customer service jobs should be high skill.  The agents should understand the product and how to troubleshoot the product.  This is a high skill position and should be high pay.

    Unfortunately most of the jobs has been made for low skills easily replaced workers using scripts on the computer.  The problem with these scripts is that they usually only solve the most basic problems, and usually waste a lot of customers time.  It would be much better customer service if scripts were combined with knowledgeable agents.

    But I can't blame only management for this.  I hear a lot of people looking for a job complaining that their jobs only give them basic training, or won't pay for training, or require employees to go home and review some training.  While I agree that there has to be a balance, and time must be given during the work day for training, it is reasonable to have some expectation of the employee to learn what is needed for the job.

    OTOH, I am not sure we are if we are ever going to see wages go as high as auto assembly plant worker in the CS jobs.  Although the work and skills are comparable, the cost structures are different.  Management now expects to be able to skim more off the top for themselves.  And if the wages are not 20-30 an hour, how much quality can one expect?

    •  misc comments (0+ / 0-)

      When the product is popular, user to user help (forums) solve much.

      Automated help is good if it allows self-paced type flexibility. So when the self-help doesn't solve the problem, user speeds through.
      I also quickly summarize my status based on the self-help (plus whatever else I know), for the eventual live tech. I think my summary in their terminology more quickly familiarizes the techs.

      ... While I agree that there has to be a balance, and time must be given during the work day for training, it is reasonable to have some expectation of the employee to learn what is needed for the job.

      The center needs to balance ratios of "on the job training" level positions (too few, I suspect) vs expertise to solve majority of customers problems level, vs pay

      ♥ Repeal the Capital Gains, Carried Interest & Dividends Entitlements bequeathed to 'more special' taxpayers.

      by in on Tue Oct 29, 2013 at 03:30:51 AM PDT

      [ Parent ]

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