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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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DarKev
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Sun Jun 19, 2005 9:11 am    Post subject: Reply with quote Back to top

The first thing that you always need to do when you call a phone center is ask for the CSRs name. You should ask this before any conversation starts! I know it is difficult to remember that little rule, but if you do remember it I think you will find the reps will not be rude. They are rude when they know that nobody can identify them.
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djino
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Joined: Mar 27, 2005
Posts: 110
Location: Ottawa, Canada

PostPosted: Sun Jun 19, 2005 12:43 pm    Post subject: Reply with quote Back to top

I work for Dell (USA) Call Centre, and we are required to say our name at the beginning of every call before assisting a customer. If we didnt wed be dinged on our customer service audit.

All CS Reps for all companies should be doing this.. Yup Razz
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DarKev
Vonage Forum Evangelist
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Joined: Jan 25, 2005
Posts: 336
Location: Gatineau, QC

PostPosted: Sun Jun 19, 2005 2:15 pm    Post subject: Reply with quote Back to top

I think it is a good rule to put in place. It's within the company's best interest to train their staff to answer with their name. It keeps the employees a bit nicer.

Bell Canada is another company where they don't give you their name unless you ask for it. That tells you everything! When you experience this, right away bells should go off in your head. Ask for the name. I have asked Bell CSRs for their name and they won't give it out, but they will give me their initials sometimes, or their company user id. Are people seriously out to get Bell employees to the point where they will not give out their name? What's up with that?

I have called Vonage Cust. Service a few times and was not given a name. I had to ask for it. Maybe it is the American accent, but when I call, it often sounds like the CSR was very unconcerned about anything that should be wrong. It sounds a little too laid back. I might sound like that if I just got up out of bed in the morning. I think some of the people at the call center are not very professional sounding at Vonage, but if you ask them for their name, they tend to treat you better. I called about 4 months ago and had a woman smacking gum in my ear during the entire call. She was blowing bubbles and snapping her gum and sounded like she was stunned when she spoke. I think Vonage has their work cut out for themselves in trying to weed out this nonsense.

What would work better is a Canadian call center. It makes more sense for the francophones too. If Vonage has thousands of customers in Canada, it wouldn't hurt to open a Canadian Call Center. After all, we do business differently in this country, have different expectations, have 2 official languages, a different logon website, and different currency. That would resolve a lot of the problems. Half of the time when I call Vonage help desk they think I'm in the US. Even after telling them I'm calling from Canada, I had one try to logon to my account and could not get after 3 tries. I asked him, "Are you using the Canadian website?" He didn't say yes or no. A few seconds later he said, "Oh here we go." Obviously that's what he was doing.
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djino
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Joined: Mar 27, 2005
Posts: 110
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PostPosted: Sun Jun 19, 2005 4:34 pm    Post subject: Reply with quote Back to top

ROFL!!! hahaha
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va3mw
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PostPosted: Wed Jul 27, 2005 1:48 pm    Post subject: Vonage CSR Reply with quote Back to top

This is likely why XM Radio has their call centre in Toronto even though you can't (at the moment) get XM Radio in Canada.

I was on the phone with XM once and asked the Rep why they had their call centre in Canada. He replied with the fact that XM had more success hiring better educated (ie: customer support) people in Canada than they did in the US.
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