Thanks for clarifying ingenue, A few people are taking this the wrong way. Im telling you how to basically get what you want, otherwise you may just have policy read to you instead. Its all about going above and beyond. Im not talking about not providing good service to a rude person, Im talking about how to get a rep to go above and beyond for YOU.
daisies, I, for one, understand and applaud everything you're saying. use your approach when dealing with anyone and I get what I want and more probably 95% of the time. It is just basic human nature to go the extra mile for a person who knows how to speak like a decent person, even when speaking about something problematic. Now the challenge is going the extra mile for person who has no class and shows it when they open their mouth!
Re: Nastiness over the phone Geez-- I had no idea that this thread was going to get so big. It seems many people here think that it is the job of the CSR, help desk rep, service tech, etc etc to assuage the angry customer. How about it is the customer's responsibility to act within a professional manner? As for taking notes and notating accounts about angry customers, I think many places and companies do just this. Even when I worked as a technical recruiter I would notate if candidates were beyond rude and how they acted during interviews, phone calls, etc etc. Of course nothing is notated that could be said was an item of discrimination, but rather as a show of how one handles themselves within a professional setting or conversation. I have always been taught my life that honey attracts more flies than vinegar. Personally even when I am very upset with a company or a policy I do keep in mind that this representative on the phone is no more at fault than Santa Claus. I will upfront apologize if I sound angry and frustrated and I will also be polite and explain my situation and be firm, but polite and professional. I am lucky where I work. My management realizes that due to the current state of the economy most of us working in this help desk are doubly overqualified in terms of education and technical expertise. They do not stand for us to tolerate abusive customers. I give one warning and one warning only. I am not a jerk when I give the warning and I generally say, "Ma'am I realize you are frustrated, but in order for me to offer you any kind of assistance I will require that we keep this conversation and phone call on professional terms and language. If you use such language again, I will disconnect the call" Most people check themselves at this point and also apologize. I get paid decently for my position (though I have been used to far much more salary in the past), but I never get paid enough to listen or assist a disrespectful person. As for notations, my coworkers and I usually have chat rooms open for our colleaugues and we will notate Ms. Browne will be calling again probably and be irate. Phone call was disconnected due to abusive language. We also notate the accounts. This is not to say that the next tech that opens the account will treat the customer differrently but rather usually one tries to be a little more "fragile" in approach-- meaning try to obtain more control over the phone conversation so that the customer will not be disconnected again. At some companies from various positions (I have been in technical positions as well as a technical recruiter) I have seen certain people that companies refuse to do business with in the future due to how their employees are treated. I remember one customer who at his place of business attacked a technician by throwing the phone at him. Needless to say this same business customer has difficulty obtaining any service from any provider in the area. I once ran a business call to a local doctor for telecom company I used to work for and the doctor was so abusive to me in front of his staff and waiting room patients that we notified him of our intent to discontinue service as well as while he was yelling at me some of his patients left his practice out of disgust. Regardless of how frustrated you are does not give you freedom or the "pity" licsense to treat people poorly especially people who have nothing to do with your current situation or problems.
Re: I agree with you marci I will definitely go above and beyond the call of duty for someone who is sincere and polite. I will do what I need to do as required by my company if someone is ill or rude. Human nature. I make sure I am always polite-- loosing a job, raise, promotion, etc etc is never worth it for someone who just so happened to ruffle my feathers. I am glad daisies showed her insight it can be a clue in to get CSRs to be on your side versus starting out confrontationally. Even the one CA I spoke to at length on the phone actually was helpful to me. I hit a chord with the representative who informed me I could make the whole mess go away if I contacted Direct Loans from the Department of Education and had my student loans consolidated and paid off. This is the same CA who also removed a listing from my CR as soon as I consolidated my loans without even so much of a request from me.
Re: I agree with you marci Me too, Lucky! I had the BEST rep at Allied Account Services and American Student Assistance - simply by being nice to them. I had a horrible rep at Allied, and called her supervisor. The supervisor called back - profusely apologizing - and gave me a rep who also apologized all over the place (I wasn't even threatening to sue). The new rep was so dignified and honest. ASA even rehabbed one of my student loans 5 months early and deleted 3 paid collections (not under the rehab) without my mentioning it. They simply disappeared soon after my rehabilitation. That's why I don't believe in calling all CA people scum-sucking, etc... It pays to act decently to people. NO ONE is worth making you lose your own dignity and class over. No one...
Re: Nastiness over the phone Regardless of how frustrated you are it does not give you freedom or the "pity" licensee to treat people poorly lucky2day9 ===================== And just what gives a company the freedom or right to treat folks in a manor that generates such frustration? Is this not treating folks poorly also ? ? What Goes Around Comes Around. Seems to me these companies need to be analyzing their customer relationship polices to find out what they are doing wrong then do something about it. LB 59
Re: I agree with you marci EXACTLY what I have been trying to say all along. AS REQUIRED meaning, not above and beyond, meaning, policy, and to the book. Meaning NOTHING extra, not meaning that I am rude because your a jerk, not meaning that I am PUNISHING you because your ticked, it just means that I will answer your questions, address your concerns, try and calm you down, and move on. There is a difference. I am not rude to anyone. I maintain professionalism on all calls, if you are a beligerant a-hole, I will do whats required by my company, nothing more. My employer doesnt expect anyone to take that behavior from anyone. Thanks Lucky2day9
Re: I agree with you marci I just started reading this thread,and I agree with everything you've said, amen, amen and amen!! I am also in a customer contact type position and you have hit the nail on the head. Being nice gets you a lot farther in this world than having the "someone owes you something" attitude. What you are saying makes complete and total sense. Jamee
Re: I agree with you marci "Someone owes you something" attitude. Jamee ===================== It's not that attitude it's a fact that companies do owe consumers for value received and the customer has every right to receive it without hassle. If any body has a something for nothing mentality it's corporate America. They wants your money but they doesn't wanna do anything to earn it. LB 59
Re: on the other side of the phone Hi Daisies, I've got an actual question for you. I posted it earlier up in the thread but I think it's getting lost with everyone's opinions on CSRs etc. Is it possible for a CSR to do all of the below: 1) upon complete payoff, delete lates ( for example, 9x 30days, 4x 60, 7x 90+ from 2/99 to 5/01 timeperiod...paid on time since then through CCCS) to bring account to a "pays as agreed, never late" status? 2) If willing to do above, do AR to re-open credit line to existing or smaller credit line? That is what I'm trying to accomplish but I want to make sure I do it "right". Thanks for any suggestions!
Re: on the other side of the phone Im so sorry I havent answered that, I read it, and meant to answer. Im sorry. Your right, there are so many posts! Depending on the company, yes its possible, but a bit unlikely. Usually a rep would do something like remove 1 30 day late, or 1 60 day, but if there are a lot, its very unlikely because later on it can come back on the rep and they may get in trouble. To get those removed, its better to go thru the dispute process and validation letters. It seriously depends on the company. They may be willing to change the closure status from R9 to voluntary closure, and thats definatly more positive. If the acct has that much of a past due history, it will probably be handled by collections, and a collections rep is more unlikely to do something unless you offered to pay in full today if they will delete. Keep in mind they get bonuses for that, so when the money is at the edge of their fingers, they may do something. Its not always a matter of if they would do it, sometimes its a matter on if they can. Some representative and some departments dont have access to the system to change the history. In one cc company I have worked for, I didnt have access, in another, I did. Sometimes you have to get someone to do it for you if you dont have access, that means you have to talk someone else into it, which sometmes doesnt work, because it could later fall on them. Removing past due history isnt always the easiest, but changing closure statuses or reopening, is easier. I hope this answers your question. Sorry it was so long. Daisies
Re: on the other side of the phone I forgot to add, a supervisor has that access, just getting them to do it may take some serious pursuading, but can be done. I've seen it done, so it CAN happen. You've got to show them that you have had 2 yrs of great history since then, explain that you were having a tough time at that one point in your life, this is your ONLY negative on your cbr . You have to be pursuading, but it can be done. Just make sure that the person on the other end of the line doesnt sound like they have an attitude, or it wont be done. Get a supervisor late at night, (if they are open 24hrs) its much more relaxed, and they are more willing to do things because its not during a rush perios wwhere they have 25 other things to do, too.
Re: on the other side of the phone Dasies: I need help here. Without going into a lot of detail, the APR on all my accounts got jacked to an average of 20% about 18 months ago. I have never had any late payments, but I am near the maximum utilization on all of my accounts. My credit report is perfect, score about 704, but it shows the high utilization. So far, only Citi has reduced my APR. The others refuse. Do you have any tips on getting the customer service reps to lower the APR? In addition to Citi, I have Merrick, MBNA, and three FirstUSA cards. Much thanks
Re: on the other side of the phone If your account was jacked to their default rate, go to a supervisor, everyone is entitled to a 1x removal. The rep may not have had the authority to remove, some companies the rep can do it, others requires a supervisor. Explain the situation, they *should* bring it back down as a 1x only deal just as Citi did. Especially if it wasnt due to lates.
Re: on the other side of the phone Thanks Daisies for the tips! Yes, I'll try to call late at night and see what can happen. I'm hoping since the account is now current for over a year, that once offered full payoff of balance that the past late notations can be expunged. Thanks again!
1*Unfortunately, banks aren't what they used to be. The loyalty has dissipated over the years," Dvorkin says. "It's more what have you done for me lately. Dvorkin =============== 1* 1*This is the problem with big business. Thety've forgotten it's not that customers can do for them it's how can they can serve the consumer. The consumer never owes a company their business! LB 59
Re: on the other side of the phone oops, I forgot to answer, on each account, say you are *thinking* about closing due to the apr, dont say you are calling to close, sometimes it'll get done automatically if you do that. If your APRs are around 16%, just say, you have another acct around 12% that you are using more because the rate is lower. Dont threaten that all of your accts are at 1.9% everyone knows thats an introductory rate that will revert. (so many people try that one) Ask for something reasonable, they may offer a small decrease, explain that thats not as low as you were hoping, if they come back with a counter offer, take it. Then 6 months later, do it again. If they say, nothings avail, ask why, and if there will ever be an opportunity to lower? ask if your acct is just permanently ineligible. They should be able to tell you something instead of just fluff. Fluff is, "we send you the offers in the mail, you just have to wait and see, maybe in a few months, etc"
Re: on the other side of the phone Another FLUFF answer is when I call on my providian acct, they wont increase the credit line, they say they will note my acct that I am interested in receivng increases. How stupid is that? I know that goes NOWHERE. Its just a "get you off the phone" answer.
Re: I agree with you marci No one is talking about Hassling the customer here, I am talking about getting a rep to go above and beyond for YOU, Going above and beyond is not a requirement of any customer service rep in any company, otherwise it wouldnt be "above and beyond"
Re: I agree with you marci While I am telling the rep I have another account with a lower APR to transfer this balance to, is she looking at my credit report seeing that all my accounts are maxed out? Or, is she wondering then why didn't this clown transfer this balance before if she has a lower APR available? I ask this because when I had the misfortune to deal with a CA once, the guy I was talking to knew more about my financial condition than I did, including my exact bank balance. Is it better to ask just after making a payment? Would it help to make a larger than normal payment? This whole mess was caused by two things. First, I was overusing my credit cards by using them for essentials while I was seriously ill. I got close to maxing them out. The CC companies saw this and raised my APR. Second, a sleezeball collection agency put a paid collection on my credit reports that was absolutely not mine. It was removed, but it took a while. And, it gave the CCC's a reason to jack my rates. lately, when I ask for a reduction, they just tell me nothing is available, or my utilization is too high. Anyway, thanks for any comments and suggestions. One more question. I have three FirstUSA accounts. Do I call on each one separately, or call about all of them at once?
