Any complaint handlers here

sim2335

Were_Doomed said:

You're asking hypotheticals, so not really asking a question. Do YOU have a specific issue that you need help with? If yes please provide relevant (anonymised) specifics so we can help.

Thanks this is from a diffent post 

I have been told different stories by different advisors,(always told after payment hoilday rewrite loan or go back to before now they added internal arrers too) been given payment holidays when in arrears, not once but twice, then had a default registered on your credit file without first been sent a default notice, despite offering to clear the arrears first the bank, have been giving you conflicting and misleading information, not once, but on a number of occasions, defaulted you without following correct procedure, and have left you out in the cold basically.

Messed up my credit file without giving me opportunity to remedy the breach beforehand.

IvanOpinion

Everybody thinks their circumstances are different but a few decades ago customer service people realised this was not the case and that 90% of calls could be handled using a script and preset answers.  Call centre operators (or at least the ones I have come across) go through significant training not only on the product they are dealing with but also on how to maintain their cool and avoid giving a customer a polite but well deserved 'f*** off' .. usually means a load of faux empathy and agreeing with them while telling them they are wrong.

For several years one of my jobs was to act as last line support.  If the call centre, supervisor, escalations team, senior team or specialist team could not resolve an issue then it would come to either me or one other colleague.  Any requests came down from the board and we were answerable only to the board, so we didn't have to worry about offending the delicate sensibilities of customers (which is handy because that is not in my skillset).  We were expected to provide a full explanation of events and exactly what had happened and whether or not we felt it had been handled correctly ... in over 90% of cases the issue had been handled correctly.

Sandtree

IvanOpinion said:

If the call centre, supervisor, escalations team, senior team or specialist team could not resolve an issue then it would come to either me or one other colleague.  Any requests came down from the board and we were answerable only to the board, so we didn't have to worry about offending the delicate sensibilities of customers (which is handy because that is not in my skillset).  

I was doing something not too long ago for a specific piece of work... was certainly more interesting than having to deal with the other 99.9% of queries. A particular interesting one being a customer who challenged the legitimacy of a notice we'd sent because it was signed by the "COO" however the person was not an employee of the company nor a statutory director. Whilst there was a short answer we had to substantiate it internally and finding the intragroup servicing agreement was challenging!

Thankfully I know my writing style isnt overly friendly so I was writing the responses and passing it to an experienced complaint handler to make it more fluffy.

born_again

sim2335 said:

Also when someone raises a compliment what puts you off helping them, and what increases the chances of you helping them.


 

Main thing that stops you helping someone is their attitude. 
Come on all guns blazing and the walls go up.
Had someone do that over £10. Complaint went to manager who said the same and then the complaints team. Who told the customer that their attitude was the reason they did not & would not get the refund. They were also warned that carry on like that and they would be closed down.
Cost to bank far more than £10. But it becomes more than the money at a point.
Had they have been nice and asked what could be done. They would have got it straight back.
At that time I had a £500 limit.

I have seen customers reduce reps to tears over their attitude to staff. They seem to forget they are talking to another human who is doing their best to help them, so long as they are reasonable.

IvanOpinion

born_again said:

sim2335 said:

Also when someone raises a compliment what puts you off helping them, and what increases the chances of you helping them.


 

I have seen customers reduce reps to tears over their attitude to staff. They seem to forget they are talking to another human who is doing their best to help them, so long as they are reasonable.

As have I, it is disgusting.  I put a post up a while back basically telling people to stop wasting the time of call centres with trivial issues - especially those that just want to vent their bile at someone (we have several unpleasant names for that sort of person).  Sadly, on this board, all some posters were capable of responding with was asinine comments about GDPR (which wasn't even relevant) - totally incapable of discussing the topic ... maybe they are the ilk that like to vent at call centre workers?? who knows??

monetxchange

I once worked for the Escalations team for a phone company, so the highest level of complaints - people writing to the CEO. To be honest, the small number of people working in that team got there by having a bit of common sense and a proactive attitude. The amount of long-running issues that came to me that were easily resolved after months of the call centre saying 'computer says no' just to palm them off was astounding. However, you also got the persistent "I'm right because I say so" irate customers that kept coming back.

OP, you had a lot of good advice on your last thread about this (was it deleted?) You were told your claim was lacking. It came down to a case of you thought one thing and asserted so, without backing it up and they were within their rights to do the other. Have you formulated a response to explain WHY they were wrong to come to the decision, instead of just repeating that you think they were?