|Originally posted by bdfox18doe
Now, that is MEAN! Oh yea,nevermind, as CSR means "Completely Stupid Representative"...:D
Or "Completely Stupid Responses."
I used to be a part-time CSR rep for a financial institution. I started out not knowing a thing and having to look in the manual or ask a supervisor on about every other question. I didn't know my systems well and I didn't have the experience with the company's procedures.
After a couple of months, I tried to get on full time. I spoke to the manager and to be brief was told she would like to keep me but that it would be some time before I could get full time. So I transfered to the collections department as a full-time employee and for more money. I stayed there for years.
One Christmas season, customer service was desperate for phone reps and we were asked if we would like to work OT as CSR. I agreed, along with a few others. I knew the roaps of CS and my collector co-workers, some of whom had over 5 years there, would often come to me to know what to do.
A few days later, my old CS manager came to me and said she was very sorry she ever let me go! She said she didn't mind paying the time and a half out of her budget on me because it was money well spent.
As a result of our department having to field CSR calls, as collectors we (they) now had the experience to handle the CS issues and not make the customers feel they were getting the run-around by transferring them back and forth.
FWIW, I left that job not because I got tired of it, but because I couldn't get either a $0.25 additional raise (I think I'd gotten $0.10) or a promotion to senior collector (I was already doing senior work). So I went to a business that paid me over $2 more an hour more and was less work. My old job has pretty much been a revolving door of employees ever since. :D
I said all that to make the point that many CSR (and even tech support) do not possess the experience to handle your call. Low pay and low incentive to learn more than the stock answers in the book contribute to poor customer service. But if you press the issue, your rep will eventually locate someone who actually understands they system.
Reps may not even actually use the product themselves! A few years ago, about half the reps at AOL had told me that they wouldn't have AOL at home. Not didn't - wouldn't!!