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Forbes R.

Contributor Level

Total Points
81

1 Review by Forbes

REI
  • REI

4/7/17

Working in customer service should be about how to help a customer. At times, I felt I was wasting the agents time. I asked reasonable questions, which could have been responded to with kindness and respect. I think the cardinal sin was her saying I have many customers waiting. Do you have a question? If a customer asks a specific question which needs supervision, then the customer should be informed they are looking into the issue and will provide information. Information as basic as reach out to my manager on Linkedin or here's a great way connecting with our Support supervisors. I think agents need to not deflect and actually provide truthful answer on what options are available. In conclusion, I've never felt so insulted as an agent saying theres customers waiting and to please ask a question deemed worth for a response. Either the agent should have concerted their opinion or not blamed the customer for being an interested party. Please respond only with a support manager.

Tip for consumers:
Only ask about basic support issues. REI can't handle layered inquiries requiring time, effort, and actual understanding of what's being asked.

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