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#Post#: 77917--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: Hmmm Date: November 28, 2022, 2:12 pm
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I get cold calls at work a lot and often have a terrible time
understanding because they are talking very fast and reading
from a script. I interrupt and say, please slow down, I think we
have a bad connection and I'm trying to understand you. I then
just keep saying "I'm sorry, you need to repeat that slowly
because I'm struggling to understand what you are saying" and
will repeat did you say XXX. We usually can get to a pace that
allows me to have a conversation with them.
#Post#: 78254--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: holly firestorm Date: January 1, 2023, 5:17 pm
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If the person seems to be trying to communicate, I try hard to
work with them. It works 90%+ of the time with a little effort
from both of us. If all else fails and I have to ask for someone
else, I will compliment the first person and point out that
their English is much, much better than my
Tagalog/Urdu/Polish/etc.
But, it's true that it can be very frustrating. Too many
Customer Service Depts. aren't really interested in helping the
customer out as giving a pat answer. So, not only is there often
a language barrier. But, a lot of these Cust. Svc. Reps. don't
really know how to solve anything but the simplest problems.
On the other hand, think of all the times you've had a problem
with your internet/cable/ etc. after business hours in the US.
It's really been helpful to have someone who can help 10 time
zones away who's work day has just begun when Reps in the US are
still sleeping.
#Post#: 78258--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: oogyda Date: January 2, 2023, 6:15 am
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Misunderstandings occur through other means of communication as
well. Recently I tried to replace a missing carrying handle on
a cooler of DH's. I found the manufacturer's website and was
happy to see a list of replacement parts. The handle was not
among them so I used their form to send an email. Within 1/2
hour, I had a text message from customer service stating they
would be sending me the latches.
Thank you, but I need a handle. Okay....we'll send the latch
pins. ::)
Please don't. That's not what I need. I called. I sent
photos. Within 2 days I had a new handle.
#Post#: 78379--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: holly firestorm Date: January 14, 2023, 5:34 pm
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I just had this problem today. Martin, the customer service rep
for Eddie Bauer had an accent so thick I couldn't understand
him. Maybe it was the connection because I told him I was going
to hang up and call back and he was much easier to understand
the second time. This person really went the extra mile to be
professional and helpful. I was almost embarrassed to have to
ask him to keep repeating himself. Kudos to Martin for his
professionalism and persistence and thank you, Martin, for being
so helpful.
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