dishsystems said:
Why dont you just talk to regular customer svc.people have been abusing the ceo e-mail address.there are more than 9 million subscribers with Dish.Just be patient.
Ok give normal CSR's a chance, you say. Well not only did I call both the regular Dish CSR #, but also the Executive offices. The normal CSR's are clueless it seems. I'm sorry, I do not want to demean anyone, but the truth of the matter is that those CSR's just are clueless and helpless. It seems like I end up speaking to someone that either has a low intelligence, doesn't speak or understand the english language well, or knows less about their services than I do. And I am sorry, that should never ever happen. An employee should pride themselves on knowing their company products, period. Don't matter who you work for.
When I called the executive offices, I got a more knowledgeable CSR, who said he would research the questions I asked, and call me back within 30 minutes. Want to guess how long ago 30 minutes expired.
I am sorry, but there is no excuse for making a committment to a customer if you do not intend to follow through on it. If the CSR could not find the info in those 30 minutes, then the least I would have expected is a call back to tell me that he needed more time or passed it along to another. Some kind of response.
People just become complaciant with their jobs, and feel that as long as they are doing simply what is in their job description, it is enough, but I am sorry, it isn't.
You want to pride yourself on having the best customer service, then take the extra step, perform the extra task, follow through on something you commit to a customer. That is how you create great customer service and provide your customers with a sense that you care about them. Believe me customers will recognize it and appreciate it.
Don't you all like better customer service, you may not realize it, but when you leave that tip for that waitress/waiter at a restaurant, I bet you leave a bigger tip for the waiter that went the extra mile, paid more attention to you with a smile, or gave you the extra portions or drinks, etc
Yeah I know, those folks are working for your tips, but I would bet that E* would sign more customers or lose less customers if they provided customer service the way it should be. At the very least, I am more than sure that customer would find a way to acknowledge the great customer service, even if it were just a kudos letter to the CSR's supervisor.
OK, I know, long rant, sorry, but I had to get it off my chest.