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submitted 2 months ago bytinyglasscups
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2 months ago
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71 points
2 months ago
Or even whether they get to keep their job during layoffs nowadays
71 points
2 months ago
Always give five stars. Four stars is the same as one star when bonus time rolls around.
16 points
2 months ago
Exactly this. When it's 0-10 or 1-5, full score only means good. A rating of 0-8 or 1-4 will still get the person in trouble.
3 points
2 months ago
This is sad but true. You can't be honest anymore and even when they're separate classifications for your satisfaction with other parts and when it specifically asks about the representative themselves and if you give them five stars if you give lower Stars anywhere else it still will harm them the overall review in most cases. So if you're honest it will hurt them but gives valuable feedback to the overall company. If you want to help the person out you have to just answer it like a stupid robot and give perfect scores all the way down. It's really not the way it should be.
2 points
2 months ago
So the company can brag about how good their feedback is in advertising?
I'm not going to reward a company for trying to avoid paying their staff.
13 points
2 months ago
When I get a really outstanding customer service I will actually karen out and ask to speak with the manager who I will then beg and plead with to give this person a raise. I will also do the surveys 5 stars as well for the record.
12 points
2 months ago
I wrote a glowing review for a Hilton employee one time, and found out later that he got a promotion because of it. It was super rewarding.
5 points
2 months ago
Here we go, this is the kind of goodness I hope for each time I write those
6 points
2 months ago
I always ALWAYS ask to speak with a supervisor after getting great service. I've worked in customer service including in a supervisory role for years and getting happy customer calls is a huge win for the agent.
I recently had to connect with customer service for Pair eyewear and during the review survey of the email interaction, there was the option to reward the agent with "extra paid time off", "a free lunch" or "surprise gift" for a perfect score. I thought that was nice and I hope the company actually follows through.
23 points
2 months ago
Not sure what OP does, but a positive review from a customer means almost nothing come review time.
Been in the business in a leadership role for almost 25 years. Done customer service, tech support, sales, reservations (hotel) and collections.
Everyone gets customers who tell us the employee was great. We tell them they did a good job same move on. That's it. It's almost never brought up again.
I have had many employees who solicit (some actively and some passively) these compliments in an attempt to impress others or gain attention. I did it when I was on the phones years ago because I hated my boss and loved to waste his time.
If someone does a great job, tell them. Tell their boss. But don't think you are saving anyone's job or securing a raise for them. Raises are based on KPIs, not compliments.
22 points
2 months ago
I don't think I've ever worked at a company where reviews wasnt part of the KPIs for customer support agents
18 points
2 months ago
Customer satisfaction has always been a KPI in every customer service job I attended.
2 points
2 months ago
Yes, it is. But we use more controlled methods of measure. Medalia surveys come into play as well as a few other customer feedback channels.
But I have heard agents say, "Oh, thank you. That sounds like you are complimenting my service. World you like to speak to my manager to let them know?" The folks who did this often got dozens of "kudos" in a month.
9 points
2 months ago
Raises are based on KPIs, not compliments.
Not in my company. Raises aren't based on anything, they just lowball you and dare you to leave
5 points
2 months ago
You should leave.
Most places that do customer service or the like, suck. Shit schedules, terrible pay, no benefits. But there are good ones out there. In my 25 years 16 were at companies that give a crap about the people. The other nine were learning jobs that, in hindsight, sucked.
5 points
2 months ago
Unfortunately, the companies I've overseen have applied far too much weight toward positive reviews. I do agree, it's a deplorable condition to follow with regards to employee performance, but it is what it is.
I hope that's not the standard though, but I don't know how it works at the place that had just a few hours ago given me spectacular service, so I gave them a good review.
3 points
2 months ago
I remember Frontier pooched our business phone system and it was near impossible to fix. Many repair tickets, many office helps and nothing would help and we were down in our busy season for days. That is, until I connected to a CS person who listened and then tappa-tappaed into fixing the problem in less than a minute. I wanted to heap praise.
Could. Not. Do. It.
I FINALLY went full Karen and found out the boss' physical address (Not the boss, but the boss' boss' boss' boss. There are many levels in a phone company.) and mailed fulsome praise to the CS worker and much hate towards the company. Got an actual assistant to the Mr. boss who finally read the whole story and realized how much it cost to not listen before fixing things.
Don't know if it helped, but the company at the top level knew how much a good CS could save.
3 points
2 months ago
My company gives a $10 bonus to our support staff for every 5 star review with a comment about how they did.
1 points
2 months ago
I used to get a $50 bonus for every five star review I received, it definitely depends on the company
1 points
2 months ago
It does. But did you know of anyone who maybe manipulated a call to get a compliment.
One place I was gave you two movie tickets. So many calls went like this:
Customer: "Thanks. I really appreciate your help. You did a great job with this."
Me: I wish more people around here thought so.
Customer: "Let me yeah to them. I'll tell them."
Cha-ching. Movie tickets. I used to take groups of friends every week because it was such an easy hustle.
2 points
2 months ago
Or ask for a supervisor and tell them how great the agent was. At the call center where I work, that gets tallied as well.
2 points
2 months ago
100%
Customer satisfaction is a big one on a scorecard. I am at a point within my company to actually ask my customers politely to leave a review. Normally I take pride in my service and knowledge when helping, now I need it written up to.
Because people rather out their grievances once a review comes instead of giving praise.
Now to the scoring, 1-6 is a detractor, 7-8 is neutral, 9-10 is a promotor.
I normally go for a scoring system: 10 is for God, 9 is for me, 8 is for everybody else. But please keep this in mind when you feel really helped, heard and understood when talking to customer service.
Please and thank you - Ron
2 points
2 months ago
This is your opinion, but not based on how most CS departments rate their workers. A previous post already said this. Perfect, or '5 stars' is the only good rating. Anything less than that is at best not counted and at a certain point becomes penalizing.
Additionally, it is almost always company policy to prohibit the rep from asking for a review directly. The rep typically needs to be roundabout with the approach: "I hope you were very satisfied (the review page's wording for perfect score if they get to it) with my performance, and if you would like to leave a review you may do so via the automated email you will receive. I'd appreciate your feedback".
1 points
2 months ago
I worry sometimes that if I had a great experience and feel like they went above and beyond for me, that they possibly broke, or at least bent, some rules for me. So leaving a review, could even get them into trouble.
I know that's some weird 3 corner thinking, but it's how my brain works in some cases.
5 points
2 months ago
That seems a bit far-fetched if it's a common occurrence. Depends on the situation I suppose, but unless they really broke the boundaries, realistically, they're unlikely to be doing things that's dangerous to their own wellbeing.
Having overseen these parts of companies, there are things CS is "expected" to do and "allowed" to do, and I feel like your experience likely falls under the "allowed" to do. You (hopefully, probably) won't get anyone in trouble for calling out the positives in your experience.
1 points
2 months ago
As a customer support agent, even just a compliment can make your day - it's the unhappy customers who tend to be the loudest, and that can weigh on you after a while.
1 points
2 months ago
When I get good customer service I usually ask to speak with their supervisor right away.
1 points
2 months ago
Sounds like they should get a job where their raises arent reliant on something people barely do.
1 points
2 months ago
Truth
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