Thread: An Open Letter to Dish TSRs

Dear Dish Network Staff ,

Welcome, my name is Rob with Directv Customer Care... See how annoying that is over and over and over with . You only needed to do it once to introduce your selves your not on the phone but on a living breathing community. This letter is not about Dish and it not about Directv but about all the TSR who are posting here at Satellite guys. I been known to take things to the extreme at times, for better or worst and I am not suggesting that you following my lead. But there is an happy place from the robotic personalities your displaying and well Me. This is a community of close friends and you guys just recently moved in and so far not impressing people. I have befriended many who frequent the Directv forum, and with good honest information and being my self I have earned the trust of many of the people here. This site is a untapped resource of customer loyalty, you do right by the customer here they remember it. You may ask what am I up to and honestly I am up to nothing. As Scott and others can attest I been trying to get Directv to pay attention to this site as a means of providing a new level of customer service. So far I yet to receive official permission to be here doing what I do but I do it anyway as like it or not customer feel better with dealing with someone they can relate to . So I like to make a few suggestions that you can take as you like.

1. In your "off" time when your not on the clock take time to visit the many other sub forums like the phone zone or fan forums here something not work related. Then post, in those forums what I cant tell you as it has to come from you. I understand since this is newish concept that they probably have tight reins over what you say but you have to let your personalities show. It is so important to do this as your not on the phone customers don't get to here your tone or voice to see hear if your sincere in your words. Which makes showing everyone that you do have a personal side helps them feel more comfortable with the text based environment of an internet forum.

2. Make a single thread to introduce your little about your self what ever they will let you post it leads in with #1 but the goal here is to keep all your messages from sounding like robot, or a recorded phone conversation. Set up a nice signature to remind people who you are .

3. Don't post on every question I know it is your job. But again you are the new guys in this neighborhood. You moving into a area where everyone for years have helped each other out. If you see one of your fellow neighbors already answered just make the comment that you are confirming that user xyz gave the correct information just as a confirmation to the original poster. If you feel someone missing something out there response just mention what was left out no need to type out paragraphs with a few sentences will do. You here to help not to talk over people.

Well that just a little advice from me to you in the spirit of the holiday season and to help you out as like I said I want to prove this concept works even if the other side proves it while I get to sit on the side lines .

Merry Christmas

Rob aka Stonecold Directv Unoffical Support Staff : Location Here.

Good advice SC. Plus, I could actually understand it without having to reread most of it! You must have taken your time with it. Thanks!

Hi this is Tony with SatelliteGuys. I'd like to say stonecold you did a very good job writing out that post

Ok...enough goofiness....you did good on that and yeah you must have had someone proof it because it reads like well English

Thanks for taking the time to write this. This is such a great community, and this post exemplifies that. Many of us have been lurkers here for a long time and are excited to be able to help where we can. I think all 3 of your points are dead on and, in general, your post summarizes what we want to do here.

We are looking into ways to identify ourselves as being from DISH Network without the need for an opening on each and every post (signatures, avatars, etc.). This may take a little time as we figure out the best way to balance things. Thank you all for being patient as we do this.

Our posts aren’t scripted, though in reviewing them, some do read that way. This is another area we are working on. We are new to this and it’s going to take us a little time to break out of our shells.

I’d appreciate any feedback the community wants to offer. Please feel free to post it here or to Private Message me. We look forward to helping where we can and learning a lot from you all and this experience.


Thanks,
Paul DeArras
DISH Network Customer Service

Originally Posted by PaulD @ DISH Network

Thanks for taking the time to write this. This is such a great community, and this post exemplifies that. Many of us have been lurkers here for a long time and are excited to be able to help where we can. I think all 3 of your points are dead on and, in general, your post summarizes what we want to do here.

We are looking into ways to identify ourselves as being from DISH Network without the need for an opening on each and every post (signatures, avatars, etc.). This may take a little time as we figure out the best way to balance things. Thank you all for being patient as we do this.

Our posts aren’t scripted, though in reviewing them, some do read that way. This is another area we are working on. We are new to this and it’s going to take us a little time to break out of our shells.

I’d appreciate any feedback the community wants to offer. Please feel free to post it here or to Private Message me. We look forward to helping where we can and learning a lot from you all and this experience.


Thanks,
Paul DeArras
DISH Network Customer Service

They are real people.
Welcome aboard Dish folks.

Canned response or an arrogant one, IMO this site is way more than a couple of satellite co reps trying to out do each other. Put that in your pipe & smoke it...... BTW Merry Christmas.......

Originally Posted by stardust3

Canned response or an arrogant one, IMO this site is way more than a couple of satellite co reps trying to out do each other. Put that in your pipe & smoke it...... BTW Merry Christmas.......

I think it's great that we have some Dish reps here and evidently with Dish approval. Welcome and Merry Christmas!

Ed