Unfair Customer Service Surveys Are Beyond An Agent’s Control
Ella has been a customer service representative for Microsoft for close to 5 years now. She is what people would call an outsourced support agent and is working for one of the largest call centers in the country. Her role is to answer customer inquiries about products and services as well as provide options for technical support. If the customer is still entitled to warranty support for the software he or she purchased then Ella would create a service request number and then transfer the customer to the appropriate technical support team. Although it sounds easy but in truth it’s not especially when she is dealing with consumer customers who most of the time do not have a clue what they are talking about. To make things worst these customers would get a random survey that would reflect on the agent’s performance. There was a time when Ella said an unfair consumer gave her a bad rating for her experience with the technician whom she was working with on a service request case. How it came to reflect on Ella is beyond her and that of her team lead. There has been several trainings on how to provide consumer advice and avoid getting a bad survey but according to Ella nothing can be done really since surveys are very subjective. If the customer who gets the survey is in a very cranky mood chances are the results of the survey would not be favorable and that is just something that cannot be helped. No matter what higher management keeps telling them on the ways they could improve on their survey scores, Ella who has had enough of it said that whatever kind of survey she would get then so be it.
