Sánchez-Ocaña Alejandro Suárez. TIME-sector employer since 1998 CEO of the Group Publispain, the network of blogs Entertainment Networks SL and Leisure Blogs, Chairman of Inversora Foley, Director and Founding Partner of Yes.fm, advisor and investor in several companies in innovation, new technologies and internet.
Unfinished business in Spain: Right Customer
I'm sure the call centers you have the nerves and me on more than one occasion.
Especially those of companies related to mobile and ADSL services are something that if I rub crispa and the surreal.
In Spain we have much to learn from countries like USA or Germany, which makes the prospect relationship with the main card of your company. Here however we see a service call centers almost mandatory that companies reluctantly and that is the first attempt in which companies cut costs. The user does not take good care of customer call center as a reason to stay or change of carrier.
Within many companies cuterio routed Morocco, Argentina and so on. This total is lost perspective of what is being talked about and only get automatons who do not understand or leave the "jack, knight and king."
Others such as Iberia and Easyjet is lacking respect for the customers, forcing him to call an 807 premium rate for anything other than shopping. This includes cases surreal as you lose a case and have to call an 807 (1 to 1,6 € / min) to manage their recovery: a shameful failure to see how his pay 20 or 30 € for a phone call . See related
Other companies simply put disabled and useless as telemarketers who are unable to understand the service they give, they are not friendly and fail to provide information tailored to the reality of the service, giving an image once more regrettable in their companies.
One day I laughed more in my life, is when a problem with a router that affected us call to inform Telefónica. We explained to them that before some bugs had made connectivity traces and a phone system router well, please notify it to be proven. All that we was a lady of advanced years, he had no idea what we meant (but as these people in support ADSL?) And all I could say is "but the little light is green modem or in red. And spend 20 minutes on the phone with someone, or you relax and laugh or kill yourself with the speaker, but the problem is not the phone operator, the problem is the shitty service that gives your company that treats you like a sheep and do not attend, that once you have sold or gotten your high, do not care. Maybe it's time to change carriers to one that meets at least you better.
Another lack of respect, although the service is efficient, is the pasta that you get in many customer service centers of these companies. "I allowed her name to address you?", "Provide me your identity card or CIF of the company," "could tell me what bank is domiciled payments" Can I have your ID?; Is your phone number ?, "Are you the owner of the line?. I understand that it is privacy and security, but hell, to 3 different people ask the same data in a call! That should be very determined. It is unreasonable that we are losing time and again and again.
"Well, I step with the technical department ... Oops, sorry, at this time has fallen the computer system in minutes ... Call" desperate, right?
A few days ago pissed me off by calling 11,818 of Telefónica. I remember I needed the phone in the store Movistar de Goya for consultation prior to pick up my Iphone. The operator told me that there was no phone store in Goya 32 in Madrid, and without letting me or respond hung up. This kind of thing is common and is a total lack of respect. I was charged for a service, they are wrong, they will not let you speak or say goodbye, I put a sweeper and hang up. It's just a shame. Of course I had to call and someone with half a finger in front rather than the former if he gave me the phone.
The fact is that published in El Pais an article called "my teleoperator not understand me" which discusses these services through a study of expected data. For operators, Telefonica and Ono approved only with 2.7 and 2.56 points respectively on a total of five. Suspended Jazztel (2.45 points), Tele2 (2.30), Orange (2.29) and Ya.com (2.14).
Although the study does not indicate the lack of investment in customer care, insecurity, lack of training and the extremely low salaries received by these workers themselves explain many of the shortcomings of so-called call center.
Update -> Leo 86,400 for the rude, Jazztel, feed them separately. If you can read and armies Jazztel desperate phone
Tags: adsl, Call Centers, ono, Telefonica, TSR, Uni2, ya.com
7 Comments to "unfinished business in Spain: Correct Customer Care"
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Then I thought that Tele2 would be the last on the list, and also hoped to find ono there, but I see there is still more incompetent people
http://gosalbez.es/2008/07/25/tele2-te-engana-y-ono-se-aprovecha/
Not only ask you the same information again and again, but those data have the front of their noses! This is often a strategy while we are writing the incidence and to not let the client wait "listening silence".
As you know I worked for a long time in customer service in Orange, which left it lying all the time throughout the day was against my principles, so what happens there it was very good. But it's not their fault, the TSR (whether this frontend or back office, I do not care) is the one who always pay the price, but who is forcing you service leasing company or the company itself, to all who are there , none, I would be a disservice not treating customers badly, but you are obligated.
And he's going for the call center to sites like "Panama", that's because I prefer not to comment ...
[...] Media "? (By Marc Cortes) - all in the audience, but the audience (For AdrianSN) - Subjects pending in Spain: Proper attention to customer (By Alejandro Suarez) - Figures from the annual report of the Game Spain 2007 (By Laura Guillot) - [...]
Very interesting article, I include in our weekly gathering.
What will these customer services at least in my case they always end in a bad mood? After telling the same thing to 4 or 5 operators which is often the wrong end with a last call that forces you to call back and retell your problem again and again to another 4 operators. Or, something that I've done more than once, having to spell Valladolid for placing me know. Certainly a very steep course.
I think that in Spain there is a tacit agreement not to compete with on issues of customer service.
And how often complicated unsubscribe from some services linked to the Spanish people complain a lot but not punishable act soon enough, switching to a company with better customer service, companies with poor service.
@ Carlos Rincon, I think you have given with 2 keys.
Of course not interested in competing on customer service, not whether by agreement or not, but do not care.
And for me is 100% certain that here we complain a lot but no one sets foot in a law firm or consumer association to complain about anything.
What is even worse mio Company ya.com leave this letter and you know a lot ise case like mine and not worse as fuses recommend it to anyone. Mari YA.COM Valverde. Ap Box 176 Cordova 14,080 This will be the last thing to do if not, leave me alone in a see if this continues after taketh it, even stronger measures against you. It all started when they change, the phone company to yours, there began my nightmare and torture when you call to Aseel, put me everything rosy and perfect, in a week would interne, telephone and chains, particularly digital thousand kisses lie and lie almost three months, and after hundreds of calls echo what he sends me to interne told me I would make a ténica lie, they sent me mail and I got by me if I called or I not de interne but I have friend who knows no one could put it on merging calls you my case. With another device that you had interne but not to use me as I passed the first bill then took off, the phone in two days would have its linia lie had almost no phone me with one high output with the mobile when I, alone I spent 10 € to me as he had no mobile phone so spending was 40 and over and Gabina, could no longer speak with you, the phone that you gave me something that was free or other phone Gabinos no longer a closely fused call an expensive look like nobody knew anything when I hung up and had 6 €, I did not call. I met other people who were worse than I had two three months, no phone to it had threatened that he feared that waiting a year to fulfill the contract, even when I told him I would look for another company and went to pass another in just three days feared, internal telephone and TV with you just problems and more problems the two months, you gave me is not internal, months and months that it wants to charge me which I, after which deny ase winnowed me one months would report it but I had a very serious health problem and not leave I'm sick of your message to your mobile now sending me letters and other people, to pay 60 € bourgeois if they had to roast what they are grasping after what I winnowed. Now I'm the one who sends a leave me alone see hardly write for, not go to school Epod but look at my blog than I am escaping from grabs. / injusticiasmedicas.blogspot.com.Lo of you is more fasi this card can go around the world with other people involved and see what grabs your company leave me alone and that the result can be worse, and I think I got paid but I ordered the bank to not pay it off I think I was when I was so bad let me be as quiet as the consequences may be worse. Mari Valverde.