| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Exactly - they don't know what they are missing |
| Date Posted: |
01/28/2006 |
| In Reply To: |
If you are thinking that Quality is such a waste of time how would you like to be the customer on the other end getting all kinds of incorrect information on your medical plan, pension or 401k? The customer doesn't know what they don't know. So if you sound helpful but give bad information or the wrong procedure how is that helping the customer and what impact could that have on their decision or better yet their lives. So yes customers are asked about their experience when calling the benefits center and it is clear you have never read what they say because it isn't pretty. There are some awsome CSA's out there and others just there for a paycheck so bringiton I hope next time you or a loved one call about benefits or something that effects your personal well being you speak to someone just waiting for their paycheck. |
| Message: |
QASs have their hands full when new trainees are released. Yes the databases are full of reference material and some CSAs really are fantastically helpful on the phone, but Coyote hit it right on the button - a customer survey at the end of the call will only reflect the "feeling" of that call - not the second, third or fifth follow up call that will be generated by potentially incomplete/inaccurate information given.
|
