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"I certainly understand your concerns"


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Arrrgh! I just got off of the phone with customer service. All the rep. would say for anything I asked was "I certainly understand your concerns". I finally said, "Could you please put someone on the line who will do more than understand my concerns but will answer my questions and do something about them?" I got her supervisor. I'm sure the supervisor was a bit baffled because the problem was not a great one and she was able to clear it up in minutes. I'm now a happier customer but I'm still wanting to play "whack a mole" with the other representative!

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I had that same issue with Comcast last week!!!! I first was dealing with the on-line chat person and after a few minutes with lots of "understanding my frustrations" I asked him if he was alive.:confused:

 

I don't want you to understand, I want you to fix.

 

It is clear some PR company polled people and got a lot of feedback about frustration and unfeeling customer service reps. Now they "understand" us in frustrating proportions.

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I had that same issue with Comcast last week!!!! I first was dealing with the on-line chat person and after a few minutes with lots of "understanding my frustrations" I asked him if he was alive.:confused:

I have come to the conclusion that the online chat people are useless.

Edited by stripe
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I didn't call for understanding - I would call you for that! Wait. . . what am I saying? :confused: :D

 

Oh dear, I guess that conversation with customer service has you in a ruffled feathers tail spin. Because otherwise, Slick, you'd be in trouble for not respecting your elders. You know the penalty for that: I'll send either DD or Aidan to you. It would serve you right! (Although I am tempted to skip them and send DS1 instead.)

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At least that's vaguely polite. I had one company once tell me repeatedly that I was, "a little frustrated." I was like, "No, I'm angry and you're just making me madder." Or, much worse, a major company I will no longer buy from called me names and hung up on me.

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This is why I make dh deal with most customer service issues. I can stand the ineptitude of most of my dealings, and I worked for years dealing with customers/clients!

 

I got so upset and bawled on the phone with one agent. She apologized and offered to pray for me, though she still couldn't help the issue I called about. :glare:

 

Yeah, my knee jerk reply (which I would think of afterward) would be "I didn't call for understanding, I called for solutions."

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My husband had a similar problem yesterday with trying to install Windows 8. He called and told them the he go an error after installation, and the rep said, "so, did you get it installed?" He told them he did, that the error came after installation (when trying to use it). A few sentences later, the rep said, "I'm sorry that you were unable to install it." My husband, "um, I just told you I did install it, so that isn't the problem." They went around a few times until my husband wanted to throw the phone. He has an appointment to talk to someone else later today.

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Did she "reach out to you" with understanding? Bah, I hate this new trend of feigned compassion. Just fix the d**m problem already!

 

Oh, and Ms. Reach Out To Me quit emailing me after my last email, which said, "Dear Ms. ROtM, Every document you're asking for has been given to Mortgage Man. I know he has them as I sat in his office and gave them to him.

 

Thank you

Annoyed Customer."

 

Last week MM called me and said he had a LONG talk with her and everything is straightened out now.

 

No one understood my frustration though. LOL

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Speaking from another point of view, as I am a online chat rep, that's my job, 9 times out of 10 people come to chat for issues we can do NOTHING for. My chat job is for sales. I am there to help you pick outa product, and complete the sale. I am not trained in tech support, we have a department for that. I am not Customer Service, we have a department for that. People simply won't accept the answer, hammer me to fix their issue when it is beyond what we are capable of , due to not being paid to do that, not being trained to do that, and not having access to systems to do that. Don't want to hear it, and then want to be ruthless to me because they came to the wrong place for help. I always want to ask if they would go to the meat department to complain that the bakery burnt the cake?? Customers are no joy to work with all the time either, believe me.

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Speaking from another point of view, as I am a online chat rep, that's my job, 9 times out of 10 people come to chat for issues we can do NOTHING for. My chat job is for sales. I am there to help you pick outa product, and complete the sale. I am not trained in tech support, we have a department for that. I am not Customer Service, we have a department for that. People simply won't accept the answer, hammer me to fix their issue when it is beyond what we are capable of , due to not being paid to do that, not being trained to do that, and not having access to systems to do that. Don't want to hear it, and then want to be ruthless to me because they came to the wrong place for help. I always want to ask if they would go to the meat department to complain that the bakery burnt the cake?? Customers are no joy to work with all the time either, believe me.

 

Oh, I know. I used to work for the very same type of business that I was calling (a bank) so I know exactly what they can fix and what they can't. The supervisor fixed my problem in less than 30 seconds. I told her "This is the answer your representative was unable to give me." And it wasn't the sort of thing that only a supervisor could do. At least it wasn't at the bank I worked for.

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I had that same issue with Comcast last week!!!! I first was dealing with the on-line chat person and after a few minutes with lots of "understanding my frustrations" I asked him if he was alive.:confused:

 

I don't want you to understand, I want you to fix.

 

My Comcast guy all but told me I was lying (or possibly hallucinating). He insisted that when I looked at my TV I would see a plain blue screen. When I assured him that I was looking at my local public access station, he told me I was not, in fact, seeing that. Even when I related what they were talking about (would I really hallucinate a conversation about reducing the frequency of library board meetings? I like to think my hallucinations would be a bit more interesting).

 

While he might have understood my concerns, he didn't fix my DVR. Or my apparently shaky grasp on reality.

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