Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums - Camaro5.com
 
HeadlightArmor
Go Back   Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums - Camaro5.com > Members Area > Off-topic Discussions

Off-topic Discussions Discuss any off-topic subjects with other members.

Reply
 
Thread Tools
Old 06-03-2009, 08:46 PM   #1
The_Blur
Moderator, USN
 
The_Blur's Avatar
 
Drives: 6.2L of AWESOME! 2011 L99 2SS
Join Date: Nov 2007
Location: NAS Pensacola
Posts: 14,146
Send a message via AIM to The_Blur
Customer Service

I should preface this by pointing out that I have never worked for GM customer service.

Most of you have complained about GM customer service's hotline having poor, misleading, or incorrect information. I want to open your eyes to the world of a call center associate so that you understand why it is impossible for them to do their jobs and help you.

In order to get the job, they are hired based on their interview and possibly a mock call. Many of them have other call center experience, and that may have gotten them the job that they have. That experience may be in the form of telemarketing, in which case they already hate you because you've probably cussed at them or hung up on them at their last job. While they say that they are people's persons at the interview, the truth is that this is the only field in which they have experience and they might not like you at all just for calling. This is the first reason that you need to be nice when making a complaint or asking for help.

After getting past the interview, there is training. The training will probably encourage them to empathize with you. After 8 hours every work day, they are sick of agreeing that some things suck. You need to be patient when calling. They didn't sell you the car, or the computer, or whatever else broke, so they can't really be held responsible for fixing it. I'm sorry to break it to you, but these people might not be able to do a lot for you. When you call, don't expect them, their supervisors, or anyone at their number to make your day wonderfully filled with lollipops, rainbows, and butterflies because they can't do that. They're just average people trying to make a living for their families. Everyday, they listen to people complain. These people have problems, too. Be nice.

When you complain, they have a script that they have to follow. They can't tell this to you because their bosses won't let them. That is how all call centers work. Let them say their speech before interrupting with your dilemma. They can get fired for not saying certain things, and that's not even up to their supervisors, who also have to say certain things if you ask for them.

As they progress through this script, they have to get certain things from you to verify your identity. This is for security. Every call center organization has this sort of sensitive data. Failure to do this will result in poor quality assurance or quality control scores, so they have to do this. Let them do this. They are recorded and reviewed regularly, so your call could help a good representative keep good numbers. I know you just want to get to your problems, but they have a job to do. Let them do it.

Additionally, you need to remember that these representatives receive information at the will of other departments. The customer service department is completely independent on other aspects of any company that you call. Sometimes, it is outsourced to another company altogether. As a result, the person receiving your complaint may need you to be very articulate in explaining the problem. They also may know very little about the products or services that were inadequate to you. They are trained to receive and make calls, not to sell products and services. As a result, your idiot dealer knows more than the person you're calling, and that isn't much. You must be even more patient with the person you are calling, and be prepared to explain any concerns or problems as if you were talking to a toddler. It isn't that they are dumb. They just have other interests than your car and your life. They have their own problems, as I said earlier, and you should respect them for taking jobs that require them to take a lot of trash-talking during the course of the day.

I want to reiterate a point that I made in the above paragraph for additional clarity. Let's say your Camaro has been built months ago and is bayed in quality control (QC). You call customer service to yell and cuss that GM isn't giving you your car. The representative does not know this. Additionally, the representative needs to know the VIN and your information in order to process your complaint. You are too busy complaining to let the representative continue with the script, resulting in no information exchange. Even if Chevrolet told the call center exactly what was wrong with your VIN, if you don't go through the script with the customer service agent, you will never find out. The overwhelming odds are that you will get impatient, hang up, and post angrily on Camaro5 how GM customer service sucks.

The alternative is simple. Be nice.
The_Blur is offline   Reply With Quote
Old 06-03-2009, 08:50 PM   #2
TJTKSDMJ8
I COMMAND YOU TO HOOK 'EM
 
TJTKSDMJ8's Avatar
 
Drives: 2010 Black Camaro SS2/RS R6P
Join Date: Feb 2009
Location: Re-building Death Star (Need Contractors)
Posts: 2,881
__________________
Proud Owner of a R6P Black SS/2, RS, CGM Stripe Package Delivered July 3!!!
TJTKSDMJ8 is offline   Reply With Quote
Old 06-05-2009, 12:50 PM   #3
The_Blur
Moderator, USN
 
The_Blur's Avatar
 
Drives: 6.2L of AWESOME! 2011 L99 2SS
Join Date: Nov 2007
Location: NAS Pensacola
Posts: 14,146
Send a message via AIM to The_Blur
I'm under the impression that no one saw this. Stop complaining about the GM customer service line. They are doing the best they can.
The_Blur is offline   Reply With Quote
Old 06-05-2009, 12:54 PM   #4
FenwickHockey65
General Motors Aficionado
 
FenwickHockey65's Avatar
 
Drives: 2003 GMC Envoy SLE/2007 Ford F-150
Join Date: Aug 2008
Location: Florida
Posts: 31,493
Send a message via AIM to FenwickHockey65
__________________
FenwickHockey65's GM Thread!

My Cars: 2003 GMC Envoy SLE, 2007 Ford F-150 XL (State-issued)
Extended Family: 2013 GMC Terrain SLE, 1998 GMC Sonoma SLS Extended Cab

FenwickHockey65 is offline   Reply With Quote
Old 06-05-2009, 12:57 PM   #5
Zhawk
Iroc's Love Slave
 
Zhawk's Avatar
 
Drives: 3 Camaros, 1 Vette, a Buick, & a 57
Join Date: Jul 2008
Location: Lost
Posts: 318
Thanks for posting this. I TRY to be nice when I call for support and if the person on the other end is polite then even if things are horribly wrong (like a few calls to a certain bank) I will stay polite and nice even if I have to explain the problem numerous times or in different ways.
I tend to remind myself that their job if very similar to what I have to deal with when I have to talk directly to a pilot about what is wrong with one of the airplanes. They had a problem and are not happy about it, I am there to try to fix it for them. Its not always smooth but keeping both in mind helps me keep my cool.

One last thing, if the person at the help desk/customer service center has remained polite then I always tell them 'thank you and I hope your day goes well.'
__________________
Camaros:87 IROC-z, 95 Z/28, 2010 RS/SS
Corvettes: 90 Vert

Has anyone seen my sanity? I am hiding from it and don't want it sneaking up on me!
Zhawk is offline   Reply With Quote
Old 06-05-2009, 01:01 PM   #6
67 Convertible

 
67 Convertible's Avatar
 
Drives: 67 Camaro Convertible
Join Date: Jun 2009
Location: MA
Posts: 1,728
Quote:
Originally Posted by The_Blur View Post
That experience may be in the form of telemarketing, in which case they already hate you because you've probably cussed at them or hung up on them at their last job. While they say that they are people's persons at the interview, the truth is that this is the only field in which they have experience and they might not like you at all just for calling. This is the first reason that you need to be nice when making a complaint or asking for help.
You know what? If they hate their job or the people they're dealing with THAT much, they should consider a carreer change. And if no information is available, or they can't give it to you, why the heck are they there answering the phone anyways?? I understand your point, and they should not be verbally abused, but if they really dislike the job that much, they should get training and work in some other field.
67 Convertible is offline   Reply With Quote
Old 06-05-2009, 01:03 PM   #7
Ranger 75
 
Ranger 75's Avatar
 
Drives: 2010 Camaro 2SS IBM
Join Date: Apr 2009
Location: Florida
Posts: 286
I called the customer service line to ask a question about a techinical issue yesterday. The guys answer to my question was I don't know I have never seen a SS Camaro. I have called several time and everytime I get a person with a Indian accent. Is this operation located in India or Pakistan?
Ranger 75 is offline   Reply With Quote
Old 06-05-2009, 01:09 PM   #8
2010SLVRBULIT


 
2010SLVRBULIT's Avatar
 
Drives: G5 & C6
Join Date: Apr 2009
Location: MARS
Posts: 6,739
I don't think anyone is really blaming CS. The fact that they may know your car's whereabouts helps a little, compared to your dealer not providing ANY info.

I think if the dealers would've been straight up about this entire allocation/order process, many of us would have not even committed..
2010SLVRBULIT is offline   Reply With Quote
Old 06-05-2009, 01:10 PM   #9
Zhawk
Iroc's Love Slave
 
Zhawk's Avatar
 
Drives: 3 Camaros, 1 Vette, a Buick, & a 57
Join Date: Jul 2008
Location: Lost
Posts: 318
Quote:
Originally Posted by 67 Convertible View Post
You know what? If they hate their job or the people they're dealing with THAT much, they should consider a carreer change. And if no information is available, or they can't give it to you, why the heck are they there answering the phone anyways?? I understand your point, and they should not be verbally abused, but if they really dislike the job that much, they should get training and work in some other field.
Sometimes its the only job available and they have to pay their bills too. I understand what you are saying and I know a couple of people who did jobs like this to put themselves through school so they had other options.
__________________
Camaros:87 IROC-z, 95 Z/28, 2010 RS/SS
Corvettes: 90 Vert

Has anyone seen my sanity? I am hiding from it and don't want it sneaking up on me!
Zhawk is offline   Reply With Quote
Old 06-05-2009, 01:59 PM   #10
philthy

 
philthy's Avatar
 
Drives: 1969 Chevelle/2010 Camaro 2LT
Join Date: Sep 2007
Location: Chesterfield, MI
Posts: 802
To quote Patrick Swayze in Roadhouse.....

"Be nice until it's time to not be nice."
__________________
2LT Victory Red w/ Black leather interior, automatic trans, polished 19" wheels, R6P (Early Order)
Factory style spoiler, Magnaflow axleback exhaust with resonated x-pipe, Injen CAI, RX catchcan, ABL dash mod,
Drake billet shifter with leather boot, GM splash guards, Toyo Proxes4 tires for summer, Blizzak tires with Moda rims for winter driving

Pre-ordered November 17, 2008
Delivered May 14, 2009
philthy is offline   Reply With Quote
Old 06-05-2009, 02:01 PM   #11
Zhawk
Iroc's Love Slave
 
Zhawk's Avatar
 
Drives: 3 Camaros, 1 Vette, a Buick, & a 57
Join Date: Jul 2008
Location: Lost
Posts: 318
Quote:
Originally Posted by philthy View Post
To quote Patrick Swayze in Roadhouse.....

"Be nice until it's time to not be nice."
Yeah, but he rips somebodies throat out. Although I am sure a few customer service people would like to do that to some callers.
__________________
Camaros:87 IROC-z, 95 Z/28, 2010 RS/SS
Corvettes: 90 Vert

Has anyone seen my sanity? I am hiding from it and don't want it sneaking up on me!
Zhawk is offline   Reply With Quote
Old 06-05-2009, 02:19 PM   #12
The Dark Knight
Batmobile in Disguise
 
The Dark Knight's Avatar
 
Drives: 2009 Pontiac G8
Join Date: Aug 2008
Location: Upland, Ca
Posts: 2,082
***stands up and applauds***

My wife worked at a call center a couple months ago...I NOW know the backside of customer service...she had no prior experience with medical background...but she was hired cause she was a receptionist and knew how to take calls.

She had a week to learn a bunch of terms about the "medical insurance" company she was taking customer calls for. The company that she worked for DID NOT belong to the "medical insurance" company...they just took their calls and were connected to their systems. They also did DISH network customer service at the SAME location!

Like the OP said in the first post...if you DO NOT have the proper information...they cannot help you. My wife had a booklet with her with all the codes to put in the computer and such to help her look for what she was looking for. If she didn't have the info she needed...she couldn't help you...

On the "normal" lives of such customer service people...as soon as she left work...reality set in. She would come home crying cause she would get cussed at all day...when if they had the proper info...she could help them. She would tell me everyone else there hated their jobs. But they HAD to be there cause they got families to feed. No one wants to get yelled at over the phone all day for something they didn't do.

My wife did NOTHING to upset these people...so there was no reason to get yelled at. It wasn't HER fault that the customers were getting screwed by the company she didn't work for.

I told her time after time to quit. That is no way to live. But what made her quit was a call she got from an OLD lady (she said she could hear her breathing device in the background)...she called in to say why was her account overdrawn...the stupid marketer guy fooled her into getting the "medical insurance" and now she was screwed for 1 year min. There was nothing my wife could do. After she said something...she realized the company was doing fraud.

She quit. She didn't return to "normal" about 3 days after.

Please...treat the customer service people with respect!
__________________
The Dark Knight is offline   Reply With Quote
Old 06-05-2009, 02:26 PM   #13
Xanthos
Almost-Original Postwhore
 
Xanthos's Avatar
 
Drives: Stick
Join Date: Mar 2008
Location: Oklahoma
Posts: 12,658
Well said!
- Xanthos
__________________
Xanthos is offline   Reply With Quote
Old 06-05-2009, 02:49 PM   #14
MrIcky

 
MrIcky's Avatar
 
Drives: Dodge Ram Megacab & Cobalt SS
Join Date: Sep 2008
Location: Boise
Posts: 1,536
Quote:
Originally Posted by The_Blur View Post
I should preface this by pointing out that I have never worked for GM customer service.

Most of you have complained about GM customer service's hotline having poor, misleading, or incorrect information. I want to open your eyes to the world of a call center associate so that you understand why it is impossible for them to do their jobs and help you.

In order to get the job, they are hired based on their interview and possibly a mock call. Many of them have other call center experience, and that may have gotten them the job that they have. That experience may be in the form of telemarketing, in which case they already hate you because you've probably cussed at them or hung up on them at their last job. While they say that they are people's persons at the interview, the truth is that this is the only field in which they have experience and they might not like you at all just for calling. This is the first reason that you need to be nice when making a complaint or asking for help.

After getting past the interview, there is training. The training will probably encourage them to empathize with you. After 8 hours every work day, they are sick of agreeing that some things suck. You need to be patient when calling. They didn't sell you the car, or the computer, or whatever else broke, so they can't really be held responsible for fixing it. I'm sorry to break it to you, but these people might not be able to do a lot for you. When you call, don't expect them, their supervisors, or anyone at their number to make your day wonderfully filled with lollipops, rainbows, and butterflies because they can't do that. They're just average people trying to make a living for their families. Everyday, they listen to people complain. These people have problems, too. Be nice.

When you complain, they have a script that they have to follow. They can't tell this to you because their bosses won't let them. That is how all call centers work. Let them say their speech before interrupting with your dilemma. They can get fired for not saying certain things, and that's not even up to their supervisors, who also have to say certain things if you ask for them.

As they progress through this script, they have to get certain things from you to verify your identity. This is for security. Every call center organization has this sort of sensitive data. Failure to do this will result in poor quality assurance or quality control scores, so they have to do this. Let them do this. They are recorded and reviewed regularly, so your call could help a good representative keep good numbers. I know you just want to get to your problems, but they have a job to do. Let them do it.
OK, through this point 100% agree. However I would add that any organization that would fire you for not finishing the script when a customer is making that difficult or impossible is clearly more concerned with things other than customer service. It is never ok to berate or belittle a person in this position.


Quote:
Originally Posted by The_Blur View Post
Additionally, you need to remember that these representatives receive information at the will of other departments. The customer service department is completely independent on other aspects of any company that you call. Sometimes, it is outsourced to another company altogether. As a result, the person receiving your complaint may need you to be very articulate in explaining the problem. They also may know very little about the products or services that were inadequate to you. They are trained to receive and make calls, not to sell products and services. As a result, your idiot dealer knows more than the person you're calling, and that isn't much. You must be even more patient with the person you are calling, and be prepared to explain any concerns or problems as if you were talking to a toddler. It isn't that they are dumb. They just have other interests than your car and your life. They have their own problems, as I said earlier, and you should respect them for taking jobs that require them to take a lot of trash-talking during the course of the day.

I want to reiterate a point that I made in the above paragraph for additional clarity. Let's say your Camaro has been built months ago and is bayed in quality control (QC). You call customer service to yell and cuss that GM isn't giving you your car. The representative does not know this. Additionally, the representative needs to know the VIN and your information in order to process your complaint. You are too busy complaining to let the representative continue with the script, resulting in no information exchange. Even if Chevrolet told the call center exactly what was wrong with your VIN, if you don't go through the script with the customer service agent, you will never find out. The overwhelming odds are that you will get impatient, hang up, and post angrily on Camaro5 how GM customer service sucks.

The alternative is simple. Be nice.

This part is where I have issues. Of course, you need to be prepared to give things like your vin so they can research issues. However in an age of rfid and upc codes, there is no reason that GM cannot provide an answer to any question within 24 hours. The script needs to be shorter if getting through it is a problem. And no, a customer's issue isn't the only thing in the service rep's life, but a good service rep knows how to pretend like it is for the next 10 minutes. If the rep can't find out, they need a CLEAR hierarchy and timeline to answer issues in a reasonable time frame. They then need support personnel who can pick up a phone and call the right person and find out what an issue is and call you back.

999 times out of 1000, Fed Ex can tell me where a $25 lightbulb is within seconds. GM has had issues lately finding out where $33,000 cars are.

In summary, no you can't yell or bully some poor rep- but you can sure as hell yell about GM not providing those reps good tools. And yes, I've worked customer service before. My experience is you can tell a customer just about anything except 'I don't know and I don't know how to find out' .
MrIcky is offline   Reply With Quote
Old 06-05-2009, 08:58 PM   #15
The_Blur
Moderator, USN
 
The_Blur's Avatar
 
Drives: 6.2L of AWESOME! 2011 L99 2SS
Join Date: Nov 2007
Location: NAS Pensacola
Posts: 14,146
Send a message via AIM to The_Blur
Quote:
Originally Posted by 67 Convertible View Post
You know what? If they hate their job or the people they're dealing with THAT much, they should consider a carreer change. And if no information is available, or they can't give it to you, why the heck are they there answering the phone anyways?? I understand your point, and they should not be verbally abused, but if they really dislike the job that much, they should get training and work in some other field.
Now is the perfect time for career change. No one is hiring and the markets are bad. I wonder if people who hate their jobs had ever thought about getting a new one.

Not everyone loves their job. Just ask your garbage man.

If someone is hiring, then someone will take the job. Someone needs the job to pay for that mortgage rate that just went up or the ever-increasing property tax in their area. Maybe they need it because their kids need food, their spouse can't work, their insurance company won't cover their medical expenses, or they don't like soap operas enough to stay home all day watching them. There are lots of reasons why people go to work, including to places they hate.

Moreover, most people in telemarketing and customer service industries don't intend to make a career of it. They do it because that's all they can find. How do I know? I graduated from a top 100 university and can't find employment in my field. I'm stuck with telemarketing, sales, or customer service positions, working for bosses without any education and at a pay rate that is insufficient for my basic needs.

Ultimately, they took the job of customer service agent, and now people yell at them while they live paycheck to paycheck and work miserable hours in some cases just to make their bills. It's a crappy job to say the least. Their job is to smile in the face of bitching. When that last outrageous customer finally cusses a final word and hangs up, they get only moments of relief before you call to say that your life sucks and they are accountable. This happens between 80 and 800 times a day depending on the company for which they work.

Lastly, I want to address why GM even has it if they can't really help you. In the long run, the complaints filed do end up resulting in changes to corporate policy to make you happier. Enough calls saying that something is wrong may result in a fix, but it takes time. Many of us are barely patient enough to wait an extra month for our cars, so I would be surprised to find anyone patient enough to notice these changes in the long haul, but they are happening. GM is a great company, and it is doing the best it can. Don't take out your frustration with your dealer on someone who has no control. Yell at your dealer. They may deserve it. They can make quick, abrupt changes. Big multinational corporations cannot, and neither can the poor agent that picked up your call.

Quote:
Originally Posted by MrIcky View Post
OK, through this point 100% agree. However I would add that any organization that would fire you for not finishing the script when a customer is making that difficult or impossible is clearly more concerned with things other than customer service. It is never ok to berate or belittle a person in this position.





This part is where I have issues. Of course, you need to be prepared to give things like your vin so they can research issues. However in an age of rfid and upc codes, there is no reason that GM cannot provide an answer to any question within 24 hours. The script needs to be shorter if getting through it is a problem. And no, a customer's issue isn't the only thing in the service rep's life, but a good service rep knows how to pretend like it is for the next 10 minutes. If the rep can't find out, they need a CLEAR hierarchy and timeline to answer issues in a reasonable time frame. They then need support personnel who can pick up a phone and call the right person and find out what an issue is and call you back.

999 times out of 1000, Fed Ex can tell me where a $25 lightbulb is within seconds. GM has had issues lately finding out where $33,000 cars are.

In summary, no you can't yell or bully some poor rep- but you can sure as hell yell about GM not providing those reps good tools. And yes, I've worked customer service before. My experience is you can tell a customer just about anything except 'I don't know and I don't know how to find out' .
In order to respond to the first part of your post, I have to point out that every company that has a script requires you to follow it in order to make sure that people are doing their jobs. If there is no measure of quality control that can be quickly put on paper, then there is no way to effectively make sure that the pawns at the bottom are doing their jobs well. Without a script, there is no way to rate agents. Without rating agents, you end up with really bad customer disservice. You might think that customer service sucks now. Imagine customer service agents who cuss back. There are some very angry people doing that job, and you really don't what to hear their opinion of their callers after 8 hours of abuse.

The second part of your post makes perfect sense. I wasn't trying to say how it should be in my first post. That's how it is. Someday, it might change based on the company and their clientele, but customer service is a messy chain of command. Allow me to attempt to draw it in the forum.

On top, there is the upper hierarchy of management of any given company. They set priorities, design products, and make things happen.

Beneath that, there are division heads. These are all parallel, so they don't interact much. Here is where the problem lies. Customer service is separate from any particular portion of the company. Even if Chevrolet had its own customer service line, the guy who oversaw your car being built does not work for customer service. He works for the plant. The agent that takes your call can't transfer you to talk to this guy because the agent doesn't have your number and the guy at the plant is paid to oversee the plant, not talk to you. Different responsibilities are organized into these divisions, so the guy at the plant and the agent receiving your call will never be working together.

At the bottom are the workers. These guys work in teams and cooperate among one division. They don't communicate with other divisions at all.

As you can see, there is no way to organize the structure in order to make the process more efficient. The best way for efficient business is for everyone to do the job they were hired to do. If they talk to you when they should be making cars, the process goes slower. Instead of waiting 3 months for you Camaro, you'd wait a year. It would suck, you'd buy Japanese, and all we'd have for manufacturing in American is Boeing. We don't want that.
The_Blur is offline   Reply With Quote
Old 06-08-2009, 10:24 AM   #16
MrIcky

 
MrIcky's Avatar
 
Drives: Dodge Ram Megacab & Cobalt SS
Join Date: Sep 2008
Location: Boise
Posts: 1,536
Quote:
Originally Posted by The_Blur View Post
In order to respond to the first part of your post, I have to point out that every company that has a script requires you to follow it in order to make sure that people are doing their jobs. If there is no measure of quality control that can be quickly put on paper, then there is no way to effectively make sure that the pawns at the bottom are doing their jobs well. Without a script, there is no way to rate agents. Without rating agents, you end up with really bad customer disservice. You might think that customer service sucks now. Imagine customer service agents who cuss back. There are some very angry people doing that job, and you really don't what to hear their opinion of their callers after 8 hours of abuse.

The second part of your post makes perfect sense. I wasn't trying to say how it should be in my first post. That's how it is. Someday, it might change based on the company and their clientele, but customer service is a messy chain of command. Allow me to attempt to draw it in the forum.

On top, there is the upper hierarchy of management of any given company. They set priorities, design products, and make things happen.

Beneath that, there are division heads. These are all parallel, so they don't interact much. Here is where the problem lies. Customer service is separate from any particular portion of the company. Even if Chevrolet had its own customer service line, the guy who oversaw your car being built does not work for customer service. He works for the plant. The agent that takes your call can't transfer you to talk to this guy because the agent doesn't have your number and the guy at the plant is paid to oversee the plant, not talk to you. Different responsibilities are organized into these divisions, so the guy at the plant and the agent receiving your call will never be working together.

At the bottom are the workers. These guys work in teams and cooperate among one division. They don't communicate with other divisions at all.

As you can see, there is no way to organize the structure in order to make the process more efficient. The best way for efficient business is for everyone to do the job they were hired to do. If they talk to you when they should be making cars, the process goes slower. Instead of waiting 3 months for you Camaro, you'd wait a year. It would suck, you'd buy Japanese, and all we'd have for manufacturing in American is Boeing. We don't want that.
Well again, let me say that I've worked customer service. I actually got promoted through the ranks of customer service a long time ago up to management. I know all about how you evaluate customer service, and on call time, and scripts, etc. All calls are recorded and timed. You start your script but if the customer shuts you down, then so be it.

I STRONGLY disagree with your last paragraph. There are lots of ways to organize for better information to customers, including realtime.

A possible scenario: every vehicle gets an RFID tag at the moment the vin is assigned. Every step in the process has an automated RFID reader that records it. If a vehicle is pulled off the line for QC, it's RFID is tagged QC and what the issue is and where it's located. The RFID tag can be monitored anywhere on premises so if it's moved it can be located again. It also logs when it's put on a truck and which truck it's on. Similar to the information available now but more detailed and real-time.

With today's technology you can enhance that so the computer system takes a snapshot at each RFID station. People get to watch their car in process.

When you have a preorder vin, you can track it anywhere in this process. This isn't even new technology or horribly expensive. This would mean that you'd have fewer calls to customer service because it's more detailed then the current system and available online. Calls that get through to customer service can point people to the tracking site. It would basically leave you with only cars that get pulled for QC as being difficult to handle. If you put in QC codes for cars that get pulled, customers would even know why-eliminating that first worried call.

You then hire a couple people at the plant to take these higher level questions. They know right where a car is so they can go to that car and ask the tech working on it what's wrong. They then respond to the customer service call with minimal interruption.

But once a car gets pulled now, it seems to sit there for months with no positive interaction with the customer. The car gets "black holed". That's not acceptable anywhere.


edit:
"Beneath that, there are division heads. These are all parallel, so they don't interact much. Here is where the problem lies. Customer service is separate from any particular portion of the company. Even if Chevrolet had its own customer service line, the guy who oversaw your car being built does not work for customer service. He works for the plant. The agent that takes your call can't transfer you to talk to this guy because the agent doesn't have your number and the guy at the plant is paid to oversee the plant, not talk to you. Different responsibilities are organized into these divisions, so the guy at the plant and the agent receiving your call will never be working together".

and

"As you can see, there is no way to organize the structure in order to make the process more efficient."

Are mutually exclusive. You are saying things are poorly organized and the vertical organizations can't work together. Yet they can't be organized better. Companies are developing better ways of organizing every single day and I guarantee there are systems out there that can make GM better at CS without hurting manufacturing. And EVERYONE works in customer service, nothing will make the fragile rebirth of GM fall apart faster then some wanker thinking customer service is someone else's job.

Last edited by MrIcky; 06-08-2009 at 10:37 AM. Reason: edited for clarity.
MrIcky is offline   Reply With Quote
Old 06-08-2009, 10:43 AM   #17
PQ
1st State Chevy supporter
 
PQ's Avatar
 
Drives: Hybrid SS Camaro
Join Date: Apr 2008
Location: Mobile, AL
Posts: 36,733
Send a message via Yahoo to PQ
CSR is something that I would NEVER do. Holy crap. Do you know the kinds of people there are out there that think they are somehow entitled to more than they really are? (Not talking about any group in particular)

Give them an inch and they take a mile. I have no patience for some people. So you see, I would be worse than ANYONE you guys have talked to at GM.
__________________
PQ is offline   Reply With Quote
Old 04-06-2010, 03:01 AM   #18
geraldbutler
 
Drives: N/A
Join Date: Apr 2010
Location: N/A
Posts: 3
Quote:
Originally Posted by Ranger 75 View Post
I called the customer service line to ask a question about a techinical issue yesterday. The guys answer to my question was I don't know I have never seen a SS Camaro. I have called several time and everytime I get a person with a Indian accent. Is this operation located in India or Pakistan?

Most of the company have outsourced their customer support in SE Asia. India is the biggest hub for the call centers. Sometime the executives are not updated on the service they are to give advice on, as a reason they blunder. Sometimes they fail to understand the accent and they just shoot a rubbish reply.
__________________
geraldbutler is offline   Reply With Quote
Old 04-06-2010, 01:09 PM   #19
Brokinarrow


 
Brokinarrow's Avatar
 
Drives: 2012 Honda NC700x
Join Date: Sep 2008
Location: Indianola, IA
Posts: 5,341
How on Earth did you even find this thread to necro it?!??
__________________
Brokinarrow is offline   Reply With Quote
 
Reply

Tags
customer service

Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
GM dealership customer service and sales HPlover Camaro Price | Ordering | Tracking | Dealers Discussions 15 04-01-2014 11:48 AM
Onstar....a spy???? please comment dieseldave24v General Automotive + Other Cars Discussion 138 02-23-2012 01:12 PM
The 866 customer service line of the week? mws444 Camaro Price | Ordering | Tracking | Dealers Discussions 5 06-03-2009 08:08 AM
GM Customer Service just called..Moved to 3300 Indpowr Camaro Price | Ordering | Tracking | Dealers Discussions 1 05-11-2009 10:34 AM
Ever had to deal with customer service? Dave McFly Off-topic Discussions 0 04-24-2009 08:49 PM


All times are GMT -5. The time now is 02:45 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.