Originally Posted by
LynchMob
I think a general complaint of all customer service is how one rep fails to inform the other rep when you are transferred. If they could figure that out they might find a loyal customer. How great would it be to hear? Sir, I just got off the phone with xxx and she said your problem is xx is that correct....
You are SO preaching to the choir on that one, Lynch. The "blind transfer" (learn this customer phone service lingo) is the CSR's best friend, and not just at NWA. I spent a good part of this morning on the phone with the SBA (see my location at left...yep, I'm a Katrina survivor) basically telling each person to whom I spoke, "I would respectfully request that you walk my call through the next person instead of a blind transfer; I keep getting sent to voicemail boxes where folks don't return my calls....".
Sadly, all we can do is ask...remember that CSRs at most businesses are judged on how quickly they turn calls, not necessarily on the quality of the calls (I did a turn in a tech support call center 15 or so years ago).