Sabres, I never meant that CS should just delete a ticket without at least answering it first. Any CS rep has the responsibility to answer the ticket, and should do so. I have seen some posts here that quote tickets with legit complaints, CS admits there is a problem and coaches continue to complain uselessly. As I already stated, I had no idea what your ticket was about, and you may have a very legit point. I would understand how it may get a little frustrating when so many tickets seem to be on the same type of question.

Sometimes, it's may be a matter of team chemistry, or how the dice bounce.

never knew dice could bounce

Quote: Originally posted by sabres2661 on 11/23/2009never knew dice could bounce

so if you drop them on the floor they just hit the ground and stop?

Quote: Originally Posted By nbstowman on 11/23/2009
Sabres, I never meant that CS should just delete a ticket without at least answering it first. Any CS rep has the responsibility to answer the ticket, and should do so. I have seen some posts here that quote tickets with legit complaints, CS admits there is a problem and coaches continue to complain uselessly. As I already stated, I had no idea what your ticket was about, and you may have a very legit point. I would understand how it may get a little frustrating when so many tickets seem to be on the same type of question.

Sometimes, it's may be a matter of team chemistry, or how the dice bounce.

That is part of customer service, understand how to deal with not only the rude annoying customers but understanding how to deal with the same question numerous times AND knowing how to do it in a respectful manner with your customers (aka the people that pay your paycheck).

Quote: Originally Posted By sabres2661 on 11/23/2009thank god i am walking away from that team at the end of the seaso

what?!??!??

Quote: Originally Posted By zhawks on 11/23/2009

Quote: Originally Posted By nbstowman on 11/23/2009

Sabres, I never meant that CS should just delete a ticket without at least answering it first. Any CS rep has the responsibility to answer the ticket, and should do so. I have seen some posts here that quote tickets with legit complaints, CS admits there is a problem and coaches continue to complain uselessly. As I already stated, I had no idea what your ticket was about, and you may have a very legit point. I would understand how it may get a little frustrating when so many tickets seem to be on the same type of question.

Sometimes, it's may be a matter of team chemistry, or how the dice bounce.

That is part of customer service, understand how to deal with not only the rude annoying customers but understanding how to deal with the same question numerous times AND knowing how to do it in a respectful manner with your customers (aka the people that pay your paycheck).

totally agree... however I doubt CS is getting paid the big bucks so I doubt they really care. Its the same everywhere - target, bestbuy, chase, sprint, etc. imo. Please don't give me the "well someone else can do their job" response - I wouldn't be surprised if half the problem is turnover - meaning new employees that know less are answering your tickets.

I do think they should respond to all tix before closing them even if it's "we can not answer that question. the point of HD is for you to coach your team to success. We just commission the leagues. try reaching out to fellow coaches for advice. thank you." in response to the ever popular "how the hell did I lose this game" ticket.

sabres - I can try to help you get your team on track... SM me.

Moy I understand your whole point of turnover blah blah blah but it is all just excuses that are used for poor customer service, if you want to have good customer service there are numerous ways to go about making sure that your store/site/phone line has it.

Quote: Originally Posted By zhawks on 11/23/2009Moy I understand your whole point of turnover blah blah blah but it is all just excuses that are used for poor customer service, if you want to have good customer service there are numerous ways to go about making sure that your store/site/phone line has it

Again - I agree - they certainly have much room for improvement and they should respond to all tix before closing them. Its just easier said than done. Wis could be understaffed and the workload is atrocious for these underpaid reps. I see it in our loan departments at Chase and they don't even have to deal with customers, just loan officers. Fox could have put a hold on hiring as well which restricts what seble can and can not do. Maybe its lack of a detailed training program. I don't know. I'm just throwing out assumptions based on my experiance during my MBA courses and in the RL workforce. I'm not defending their poor lack of service... just throwing out some possible reasons for it. Once those are identified then something can be done about it. It's hard to motivate someone that makes $10 an hour or maybe even less.

Again, Moy these are all excuses for not having good Customer Service. I am saying that if WIS truly wanted to have great CS, there is nothing stoping them from having it.

how about i just give you my password and you coach my teams.. lol. i will site mail you this afternoon moy.

Quote: Originally Posted By sabres2661 on 11/23/2009how about i just give you my password and you coach my teams.. lol. i will site mail you this afternoon moy

cool. Hopefully I can help.... although I did fail at Georgia Tech imo ;)

horribly

Quote: Originally posted by zhawks on 11/23/2009Again, Moy these are all excuses for not having good Customer Service. I am saying that if WIS truly wanted to have great CS, there is nothing stoping them from having it.

i have to agree with moy here. not that its not all excuses, but the bottom line in most companies is the dollar. its not the dollar 10 years from now, but the dollar today, and the dollar tomorrow. having great CS is really hard, and really expensive. you just can't do it at $10/hour. double that, add some benefits, and management on top making sure its getting done, and sure, its possible. but that gets REALLY expensive, it can easily be double or triple regular customer support. as the company grows, the problem of good CS grows even faster. the problem is, you need somebody who really cares, who really knows what is going on, to be the buck stops here guy for customer support. and there just are not a whole lot of people like that around, who are willing to devote themselves to customer support for some company.

even seble is probably nearly powerless to "make CS good". what can a programmer do? talk to the product manager? ok, but he has to answer to somebody, who answers to somebody, who eventually answers to the shareholder, and all they want is to make $$. they couldn't care less how the company treats their customers as long as they are making a dollar at the end of the day. and when you aren't there, in the actual situation, its hard to be convinced that the customer support being provided is really so bad that it is worth the huge investment to make it better.

Right but gil you are agreeing with me, it is the dollar, that is the excuse for not having great customer service. If the company truly wanted to have great customer service they could have it.

I am not pinning this on anyone inperticular, actually likely fox as a whole, I never said it was sebles fault, I mearly stated that any company that wants it can have great customer service.

Quote: Originally posted by zhawks on 11/23/2009Right but gil you are agreeing with me, it is the dollar, that is the excuse for not having great customer service. If the company truly wanted to have great customer service they could have it.

I am not pinning this on anyone inperticular, actually likely fox as a whole, I never said it was sebles fault, I mearly stated that any company that wants it can have great customer service.

I don't think so. No one likes to deal with any sort of CS. No matter how good you are, your still bad. People want this, this, this and that done, but a company can only bend over so much for you while still looking out for there own self.