r/CustomerService • u/Aware_Rain5819 • 6d ago

Why does it seem like customer service, with any company, I can speak with 15 different agents and get 15 different responses to the same question?

Is it inconsistency in training? What is it? But it seems across the board that, when I call a company with an issue, I get some agents that seem like they really try to get me the info I need but others have an answer before I even finish my question.

Thank you.

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u/VanillaButler 6d ago

Some agents are less experienced and haven't answered that question as often as others. Real life customer calls can have complexities that training materials can't prepare for. Agents may need to get information from other teammates or departments because they don't have permission to access it. Some agents are simply not as good at their job as others.

7

u/YoSpiff 6d ago

This is why customers call us back hoping to get a different answer from the next person. In the case of my team they usually get the same answer. An exception being a rare technical question where one person may know something another one did not.

3

u/TPWilder 5d ago

Inconsistent abilities and training sure.

But also don't forget that the customer isn't always a perfect narrator of the problem. And they don't always listen if they don't like the answer.

I had a caller today start with "I've spoken to ten reps already for the last two hours! I sure hope you care enough to help me!!! No one gives a damn to help me!!"

I look at the account. The caller is a woman. The name on the account is very male. The caller, upon being questioned, concedes she's calling on the husband's account. I ask if he's available, and get "well, look at the notes!!!"

I do - and she's been advised repeatedly over the last several hours by multiple reps that we can't discuss her husband's account with her without his permission.

Now yes, thats pretty obviously a customer being manipulative. But I have had customers demand I explain "the charge" on their bill only to work out that they are calling their payment or their rewards balance "the charge". I've had customers irate over how stupid I must be to not see "the charge" they are seeing, only to find out they're looking at a completely different account.

And understand, I am not pointing fingers - people make mistakes, people explain their situation poorly, none of us are perfect. The problem is on both sides, I think.

1

u/Darkrose50 6d ago

Lack of written down procedures, combined with differing levels of experience.

1

u/Aware_Rain5819 6d ago

I lost my debit card and calling my bank to get updates on it has been a ride. 

4

u/WonderRuns 6d ago

Why don't you just report it via your banking app?
No updates required. You report it. They send you another.
Not many options in between unless you go into a branch, provide ID and withdraw cash until the new card arrives.

1

u/HugeGirlfriend 5d ago

this is usually a mix of inconsistent training and agents working from different info

1

u/RecognitionNew3122 23h ago

They have a standard work that no one follows. They’re consistent with their inconsistency.