我感觉我是那种最讨人厌的消费者了，盖因自己从来工作中只有说是是是好好好的份儿，所以一当上消费者就趾高气昂的给人气受。
今儿因为银行的一个事儿打了800电话，输入无数次终于有人接听的时候，又把我刚才输入过的信息，重新再说了一遍~~，然后讲了5分钟，人家说我干不了这个我给你转到XXX吧，于是转了，重头又来一遍、、、、、、又说了5-10分钟，人家又说，我干不了这个，我给你转到XXX吧，于是又转，重头再来一遍、、、、、、又说了5-10分钟，那个人说，阿这个不属于我的部分，我给转到XXX，我忍无可忍跳起来怒到，你们中间到底有没有人能解决我的问题啊，就这么不停的转阿转，我这已经被转了三次了。我琢磨那人心里肯定在骂bitch，但是语气上还是好好的，先来一句，i understand。。。。。。总之说半天，又把我转走了......
最后转到一个人那儿，说了几句，眼见着又要把我转到第一个人那儿，我立时愤怒了，问她，我刚才打的就是这个号码，你现在又把我转回去？！那女人显然比较有经验，索性说，不然我给你个800电话吧，我气极，问她，那你们到底能解决这个不，人家倒爽利，说，今天不行，你必须等24个小时等系统重新更新了，我们才能进一步进行......
最后，挂上电话，俺拿到一个俺打过的800电话，问题未解决，而且一肚子气......
transfer
对客户服务的招数：一，记下他们的名字 或者号码。二，要求他们发传真或电邮确认。三，let me talk to your manager.
上个月气死我了。上大学时的一个银行帐户我以为已经关了，原来一直没关，但我搬过家所以没收到账单， 几个月前用paypal 买东西它自动从那个帐户抽钱，透支，然后上个月因为欠钱他们来找我。我当然一头雾水，追踪回2003年我发的结户传真他们没收到(或者根本就没处理)。我大怒，骂了追债部门的客服一顿，叫她至少把late fee 免掉。她不肯。我就不睬她。第二天打电话到客服中心假装没事的又查了一遍, 这个人给我免了一个月late fee, 我也就算了，寄支票过去把账结了，叫她发传真过来确认。幸好有这张传真！十月底收到的账单上只有付款，帐户没结，还要收late fee, 我大怒，打电话去反问她怎么回事，她乖乖道了歉结账。
你说“让我跟你的主管说话”，对方一般只是转给另一个客服。但是很多时候，有权限做的事情，(比如免late fee), 他们被教育要告诉客户他们没有这个权限，只有没办法才能给。所以当你被转给另一个客服时，作为一个难对付的客户，他们会给你你所要求的。我最憎恨的就是sprint pcs 的客服，他们经常隐瞒事实，比如推荐你换calling plan, 不告诉你这个plan 同时连有一年合约。等你要转户时突然发现自己还有合约在身，而如果你大发脾气臭骂他们一顿，再“让我跟你的主管说话”，下一个马上同意给你取消这个合约。然后还不会取消，要等你收到账单发现有提前解约费再打电话去骂一顿，才道歉退款。
上个月气死我了。上大学时的一个银行帐户我以为已经关了，原来一直没关，但我搬过家所以没收到账单， 几个月前用paypal 买东西它自动从那个帐户抽钱，透支，然后上个月因为欠钱他们来找我。我当然一头雾水，追踪回2003年我发的结户传真他们没收到(或者根本就没处理)。我大怒，骂了追债部门的客服一顿，叫她至少把late fee 免掉。她不肯。我就不睬她。第二天打电话到客服中心假装没事的又查了一遍, 这个人给我免了一个月late fee, 我也就算了，寄支票过去把账结了，叫她发传真过来确认。幸好有这张传真！十月底收到的账单上只有付款，帐户没结，还要收late fee, 我大怒，打电话去反问她怎么回事，她乖乖道了歉结账。
你说“让我跟你的主管说话”，对方一般只是转给另一个客服。但是很多时候，有权限做的事情，(比如免late fee), 他们被教育要告诉客户他们没有这个权限，只有没办法才能给。所以当你被转给另一个客服时，作为一个难对付的客户，他们会给你你所要求的。我最憎恨的就是sprint pcs 的客服，他们经常隐瞒事实，比如推荐你换calling plan, 不告诉你这个plan 同时连有一年合约。等你要转户时突然发现自己还有合约在身，而如果你大发脾气臭骂他们一顿，再“让我跟你的主管说话”，下一个马上同意给你取消这个合约。然后还不会取消，要等你收到账单发现有提前解约费再打电话去骂一顿，才道歉退款。
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Think YOU got it bad? Take a look at this!
Think YOU got it bad? Take a look at this!washingtonpost.com
Demonizing the Customer
Some Company Help Staffs Disdain the People They Serve
By Don Oldenburg
Washington Post Staff Writer
Sunday, November 13, 2005; F05
Find yourself muttering the "I'm mad as hell and not going to take it anymore" consumer mantra more often lately? Since misery loves company, check out this bizarre episode from the Customer Service Encounters of the Worst Kind folder. It's a case about one company even misery may have trouble loving.
When LaChania Govan couldn't get her cable-TV's digital recorder working, the 25-year-old working mother complained to Comcast Corp., her cable company. More than 40 times over four weeks she phoned Comcast's customer-service department asking for help. "Calling Comcast became my second job," says the Elgin, Ill., consumer. "I had to ensure the cordless phone was fully charged and the kids were content -- and I sat and called, I cooked and called, I cleaned and called, and just called."
Govan says she was disconnected repeatedly, transferred to the Spanish-speaking customer queue (not her language), put on hold, transferred to technicians who didn't have a clue, "and so on and so on."
Eventually she reached a "savior," that gem of a service rep everyone hopes to reach. The rep sent a technician to replace Govan's cable box at no charge and credited Govan with a month of service.
Case closed, right? If only. When Govan's next monthly Comcast bill arrived in the mail, it was addressed to "Bitch Dog." Go ahead, rub your eyes in disbelief, then read again. Govan says her initial reaction was "come on, you have to be kidding me!" Then, she felt "shocked and appalled," she says.
The Chicago Tribune scooped the story in mid-August, and follow-ups have appeared in the Trib, the Associated Press, MSNBC and elsewhere. Govan's case has become something of a cause clbre bringing to a head the rage consumers increasingly feel toward inept and uncaring customer service -- and now vice versa.
"The demonization of customers is not an uncommon or rare event, but getting caught demonizing the customer as this company did is really rare," says Scott M. Broetzmann, president of Customer Care Measurement & Consulting, which recently released its annual Customer Rage Survey (see the Oct. 30 column, " 'Service' That's Anything But").
Customer service personnel commonly "ventilate" about customers they deal with all day, he says, but seldom to the customer's face. When one of his clients held sensitivity training for its customer-service employees, asking them to draw pictures of their customers, most of the drawings were "hideous, grotesque," he says. There's even a Web site called Customerssuck.com (slogan: "The customer is never right!") where "frontline retail types" tell their horror stories.
"It's a high-stress job," says Broetzmann, not making excuses, just stating the fact.
Govan, you should know, is a customer-service rep herself. She works for a credit card company and has been in the business for six years. That training helped keep her from flying off the hook through the incident. When you hear what she thinks customer service ought to be about, you may wonder why Comcast doesn't hire her. Customer service "means to me being friendly, helpful and respectful," says Govan. "I know how it feels to be a customer service rep and [to be] a consumer on the other end. You do not have to settle for less, and you do not have to be mistreated."
To Comcast's credit, the supervisor to whom Govan first told the story was aghast, offered her two months of free service and promised to investigate. When the initial story ran in the Trib, a Comcast executive left an apology on Govan's answering machine. In a later conversation with Govan, he apologized again and offered six months' free service to make amends -- which Govan has refused. Comcast, she says, "has to accept the fact that they have humiliated me, not just by the bill" but by the fact that people associate her with this story. "It affects everyone around me and my children."
Comcast reportedly fired two customer-service employees connected to the incident and changed rules to allow only supervisors to change customer names on billings.
"This goes beyond losing your temper and saying something you wish you kept to yourself," says Cheryl Reed, spokeswoman for Consumers for Cable Choice Inc. (CCC), an Indianapolis alliance of consumers, advocacy groups and other organizations founded in June to promote fair prices, choices and better service in the cable TV marketplace.
Inspired by Govan's story, CCC last month launched the MyCableNightmare.com Web site as a consumer grievance forum encouraging cable customers to voice their frustrations.
"We're not anti cable, we're anti bad cable," says Reed, adding that Govan's story and those on the site are indicative of an industry problem -- no competition in cable, video and broadband services is why cable's prices are skyrocketing and customer service is hitting rock bottom. "Consumers need a better deal, and competition by its very nature will give them a better deal."
But one disclosure is needed: When CCC got started last summer, it received a $75,000 start-up grant from Verizon Communications Inc., a telephone company that has a vested interest in promoting changes in regulations to open the cable marketplace to competition.
"We are quite open that we have accepted industry funding," says Reed, adding that 38 member groups and organizations also supply support. "We don't care who provides the competition that will give consumers a better product and better price . . . but we're passionate about having competition."
Got questions or comments? A consumer complaint? A helpful tip? E-mail details toconsumer@washpost.comor write to Don Oldenburg, The Washington Post, 1150 15th St. NW, Washington, D.C. 20071. Because of the volume of mail, personal replies are not always possible.
© 2005 The Washington Post Company
