On Sun, 19 Feb 2006 18:00:39 -0800, Melinda Meahan - take out TRASH to send wrote:
And probably is sitting in a 'call centre' with 200 other phone operators. Most likely does not even work for the company in questions but is 'assigned' those calls for that day.
Worst day I every worked was for HP rebates. Considering that less than .01% of all rebates are filed, it is amazing how many of them get royally screwed up. I did a day with National Geographic too, on subscription calls.....Same routine...one company sends out all the notices, another collects they payments, our call centre takes the complaints and all of these components were in different cities in 3 countries and only communicated by computer. I was yelled at because things arrive late, or because they did not arrive at all, or because they received a notice , or because they did not and their subscription stopped, or because the person did not like the cover art and I am sure that the person on the other end of my phone felt great satisfaction but at the end of 12 hours I was just limp----and depressed . I did learn many many different ways to swear though. There is no one line of service anymore in customer service anymore, and expending anger on the person who answers the Phone does no one any good. They have a set procedure to follow handed down by the company who hires the call centre and the operators cannot cross that line. The 'let me ask my supervisor' stall is us frantically trying to find a policy to fit the problem in the 'manual', or contacting the liaison officer of the company in question. Turn over in call centre's is 100% regularly. I lasted less than a week, and went to bed for the next week. Like I said Marriott was good, they run their own call centres and we were expected to 'CARE' about the company......and we did!!!!.