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Customer Service call back

Status: Acknowledged
by on ‎11-16-2012 04:18 PM

I got off the phone with the Premier Silver service line few minutes ago.  I was trying to schedule a Geek Squad Home Theatre Consultation.  First call took 35 minutes.  The rep stated that her system was crashing and that she needed to transfer me to her supervisor to complete the order.  During transfer the phone hung up.  I called back.  Second call took about 10 more minutes during which the rep started the order again and without him saying a word I heard the "on hold" music playing.  Then it asked for transfer code.  When I didn't have the code I got transferred to the regular Reward Zone customer service.  I explained the situation and he transferred me back to Premier Silver hotline, but nothing happened for another couple minutes so I hung up.  I called again and was able to schedule the consultation.  It took about an hour.  The last rep explained that at times they have outages or system problems on their end, which may lead to dropped calls from time to time.  I'm a very patient customer so I understand things do not always go perfect all the time.  But it is frustrating no matter what caused the dropped call.  So here's my idea; give the ability for a customer service representative to call back customers when calls are dropped.  Our phone numbers are veried through the automated system and with the reps, so why can't we just receive a call back right away?  This would even help the customer service reps who may have been helping out a customer for 30-45 minutes and the the phone just drops because of an outage or system failure.  They can just call back and pick up where they left off.  Customer is happy, customer service rep is happy.  Win-win situation.

Status: Acknowledged
Thanks for the idea.
by Senior Social Media Specialist Senior Social Media Specialist
on ‎11-19-2012 01:38 PM
Status changed to: Tell Us More
Thanks for the idea! Does anyone else have any feedback on this one? Remember to vote for an idea if you like it.
on ‎12-02-2012 01:04 AM

Back during the infancy of our MCSA program, I worked as a SO.  I was basically the 600lb gorilla at the door; fielding product questions, securing products for pickup, manager calls, etc.  But, there were frequently times where customers needed more attention than I was able to afford them at the time of their call.  Taking all things into consideration, I would (as a practice) log their name and phone number and reason for their call on my logs, and if they needed more I'd just schedule them for a "call back".  If it was about a product or service I was familiar with, I'd set up a time (usually later on in the day when I knew things would be slower) to go into further detail on their questions, and just do it myself.  If it was something outside of my understanding, I'd take a message and have someone from the particular department contact the customer to discuss the issue.  Nobody needed to be a special member, it was just good customer service.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎04-11-2014 02:40 PM
Status changed to: Acknowledged
Thanks for the idea.
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