Disjointed chat responses causing mega frustration!

Just had 48 hours delay…same issue!

I just had a response in 20 minutes, so I’m struggling to appreciate what others are saying…

First line I got in a minute but second line 48 hours

Have you tried calling?

In my experience, very simple/routine queries are dealt with efficiently. But if the query is a bit out of the ordinary then problems arise and you can end up being passed around or forgotten. Also, the bar for what constitutes out of the ordinary seems to be quite low. For example I was transferred to a specialist when I asked to be provided with some terms & conditions for a savings account, with an associated lengthy delay.

Maybe, if they have a large proportion of inexperienced staff at the moment, there might be a tendency to escalate queries due to lack of confidence. I know we had a similar situation at one of my previous workplaces.

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Yes… I would.

Yes… It is pretty standard knowledge for anyone who accepts cards. The information is on receipts and is in the info provided to merchants.

I can understand if customers don’t know or read reciepts.

You’ve taken the one example I used too literal and then have tried to use it to dismiss my entire argument one month later in a conversation that didn’t involve you? :confused: :exploding_head: .

Surely that’s not true? and you’re not the only one who doesn’t understand the point that I was making?

I still think you’re wrong and I don’t believe that CS staff training goes that in depth with card technology

Oh gosh,

No I totally understand why you do not know these terms. My point was these are not crazy specialist terms.

I am an end user who does not work in the payments industry, but I often find that I know more about an issue than CS. The point was CS needs to be better trained and not rely on specialists

That’s not how businesses work. They have a hierarchy for a reason.

You wouldnt go to the hospital and expect the receptionist to diagnose and treat your illness.

But customer service isn’t a receptionist, they are the doctor. CDCVM isn’t that specialist. Even at a hospital a receptionist should have some medical acumen.

My experience has been that CS just doesn’t know the answers.

Nope, people do expect this. All the time

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Using the hospital as an analogy probably wasn’t the best idea if you’re from the US :see_no_evil:

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Haha :joy: My partner is a nurse so I can relate with all the stories I’ve heard. Can’t believe how some people behave when they need help from someone :confused: :exploding_head:

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Possibly.

I think in the US this does not happen so much because it is not free. Maybe in the ER when people are cranky of waiting.