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Vonage And thus the reason why I'm being persistent here. I've worked in customer service
And thus the reason why I'm being persistent here. I've worked in customer service for the last seventeen years now, including three years of call center work. In fact right now I work from home on a call center project as a live agent for a major electronics retailer.
Setting call handle times is one thing, but you cannot sacrifice quality and customer satisfaction in the name of call volume. Although I don't believe that is what is happening here - and if it is, it's particularly horrible since I'm generally a self-sufficient and resourceful individual. If I don't have to deal with another person on the phone, I won't. If I'm calling, generally it is something that is difficult enough that it takes more than a few minutes to resolve. My last several calls to Vonage this month have been 9 minutes, 2 hours (both w/ tech support), and then 20 minutes with JP. If I'm already burning up precious clock time, you might as well do the job right, ESPECIALLY when I specifically asked JP to make sure all of this was noted in my account log.
All my tech support calls were properly logged. They also have a log of all my e-mail conversations since Friday. But JP's is missing, so it's aggrivating. I'll give Vonage one more chance here, and if customer service fails me again, then I'll be whipping out the recorder and recording every single conversation to be absolutely 199% sure there is a record of the conversation, and I'll start holding some people's feet to the fire here.
Read The Full Thread: I thought customer service was getting better. It isn''t.
• Well over the last several weeks talking to Vonage customer service and technical
• I'm brand new with Vonage. They haven't even connected my incoming calls yet,
• Before you go, don't let the issues with customer service immediately turn you
• So, any suggestions on who I should be talking to within Vonage to impress upon
• So, I just got done speaking with JP, a customer care supervisor in the Philippines.
• For what it's worth, I ordered something from Amazon, on the Friday before Thanksgiving,
• Bear in mind it is the month of December......Christmas heavy delays in shipping
• If this was an issue to blame on UPS, that would be one thing, but UPS is not to blame
• Just so you know, the devices that Vonage ships out do not ship from a Vonage owned
• After talking with supervisor JP, I'm not sure that the 3rd party warehouse dropped
kamnet posted "And thus the reason why I'm being persistent here. I've worked in customer service" on 12/15/2008 |
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