I'm a customer service manager....

[Catworrier]

Ask me anything!!

1. Do you ever feel hogtied when you know customers are right but you cannot give the remedy they want/you feel is right?

1. Do you like it if a customer says "xyz was wrong and I would like abc to rectify it". Assuming they are truthful and the solution is reasonable. Or do you prefer to be the one who decides the outcome?

1. When people write in with compliments (I like to do this) and ask for it to go on the person's record, does that happen/are they notified or rewarded?

@BuzzShitbagBobbly

1. Do you ever feel hogtied when you know customers are right but you cannot give the remedy they want/you feel is right?
-It's the most frustrating. Luckily in my position I can offer a solution 98% of the time, it might not be what they called up asking for but it will give them the results they want.
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1. Do you like it if a customer says "xyz was wrong and I would like abc to rectify it". Assuming they are truthful and the solution is reasonable. Or do you prefer to be the one who decides the outcome?*

• Because it's for a software solution we can't usually gift things to customers in this sense, so they don't tend to ask for anything in particular. But either way if someone asked and I could do it I wouldn't mind.

3. When people write in with compliments (I like to do this) and ask for it to go on the person's record, does that happen/are they notified or rewarded?
-It 100% goes on their record. It's my job, monthly, to work through any customer complaints and find the route cause of the issue. Because I would have dealt with the issue initially I don't tend to go back to the customer to restart a conversation where they were disappointed, unless I agree to call them back. I guess it's by customers personally. But I do ensure that processes are adjusted or staff knowledge is improved to prevent the same thing happening again.

What’s the weirdest call you’ve had? Do you get many off beam requests? (I temped once in a hospital medical records department in a deprived area before the internet was mainstream & they had all sorts of calls, including asking how to fix a gas oven on one occasion! It was search engine random but callers.)

-It 100% goes on their record. It's my job, monthly, to work through any customer complaints and find the route cause of the issue. Because I would have dealt with the issue initially I don't tend to go back to the customer to restart a conversation where they were disappointed, unless I agree to call them back. I guess it's by customers personally. But I do ensure that processes are adjusted or staff knowledge is improved to prevent the same thing happening again.

You misread I was asking about compliments not complaints (I sound like a right bitch if I was boasting how I write in to ensure complaints go on someone's record!)

What’s the weirdest call you’ve had? Do you get many off beam requests? (I temped once in a hospital medical records department in a deprived area before the internet was mainstream & they had all sorts of calls, including asking how to fix a gas oven on one occasion! It was search engine random but callers.)

Wow! I've had nothing that odd. Although one customer used this chat up line on me "Do you want to come over to MySpace so I can google all over your Facebook!" I was shocked!!

You misread I was asking about compliments not complaints (I sound like a right bitch if I was boasting how I write in to ensure complaints go on someone's record!)

Oh sorry @BuzzShitbagBobbly as you can guess I'm more used to the complaints!!
We do record them, and monthly the team member with the most recognition (by peers too) gets a meal for two!