Author Topic: Reminder: Not all customer service reps are created equal.  (Read 1216 times)

SmileAllDay

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Reminder: Not all customer service reps are created equal.
« on: April 22, 2019, 10:37:56 AM »
I called Bank of America to get my card 'upgraded' to one without an annual fee (and better rewards)

The guy told me it was not possible, even though I was fairly certain it was. When it became clear he didn't seem to know what he was doing (and wasn't overly interested in helping anyways) I said thanks and hung up. Then I called right back immediately.

The woman I got not only made this happen, but I also got a $16k credit limit increase in the process.

Anyways, that's all. It was a great reminder when it comes to customer service: Not all representatives are created equal. And just bc one individual can't help you, doesn't mean your situation is hopeless.


Kapiira

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Re: Reminder: Not all customer service reps are created equal.
« Reply #1 on: April 24, 2019, 10:03:44 AM »
Too true.  I've also had this experience when trying to resolve medical bills.

Bloop Bloop

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Re: Reminder: Not all customer service reps are created equal.
« Reply #2 on: May 03, 2019, 03:38:55 AM »
I find it often helpful to escalate politely to the manager, and if that doesn't work, to lodge either a complaint with the relevant ombudsman/industry overseer. I don't think I've ever had an issue that wasn't resolved with a few polite escalations. I tend to conduct most of my enquiries via email, so that there is a convenient paper trail.

soccerluvof4

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Re: Reminder: Not all customer service reps are created equal.
« Reply #3 on: May 04, 2019, 03:34:53 AM »
Yea its amazing how just hanging up and calling back you can usually get someone that is more helpful. I know this has happened  numerous times for me as well. Also seems there more willing to help if your getting to a representative quickly so you know its a slower time for them.

SmileAllDay

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Re: Reminder: Not all customer service reps are created equal.
« Reply #4 on: May 14, 2019, 06:33:23 AM »
A big ol' friendly "Hi, (Name), how are you doing today?" goes such a long way too, rather than just launching into your query immediately.

I can't put a dollar amount on how much that one sentence has saved/ earned me over the years, but it's certainly in the hundreds if not thousands.