patriot
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 p.1 #11 · customer service like this for the D800 | |
lukeb wrote:
Adam Schallau wrote:
That's how it should be done!
Unfortunately, I'm dealing with Nikon Customer Service and they don't really seem to care about the customer, or the fact that we all can easily, and quickly, share our experiences on the internet with millions of other people.
With being one of only 2 primary camera producers, they could unfortunately care less.
I'd be surprised if Nikon does not care ... it's just the level you are dealing with.
Customer service people are the bottom of the ladder, and are typically scripted ... tightly ... as to what they can and cannot say. They typically have little latitude to deal with problems. Unfortunately they often become immune to the consumer in a certain way, perhaps like ER people that are used to dealing with the worst situations. Customer service reps don't often get calls just to say hi or thanks. When people call them, they are usually angry, upset, confused. Everyone has a story, and CS reps learn fast to tune out the emotion and human side of the situation, and quickly place the problem into a pre-approved classification. While you're talking, they are listening for words that help them put your problem into a pre-approved bucket. Once in a bucket, they read the response and action approved for that problem. Period. That's the only way they can process you and get on the the next call, already a blinking line on the console. They are also trained to get you off the phone, as nicely and fast as possible.
But the calls are usually recorded, reported, and read by CS managers looking for issues, trends, etc. Management above and outside CS also looks regularly at analysis of the calls, and will review random or interesting cases. New approved buckets, responses, or actions result from this. In my job I get certain call information forwarded to me when it relates to my functional area, and depending on what I see I can take action. That might be to look into an internal potential problem, reach out to a retailer customer, or authorize specific action for the customer that called in.
And there are ways to get beyond CS, but the success rate depends on the problem and how it's done ... and some luck.
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