Funny... I actually talked to a "shipping specialist" yesterday. So, at the end, I actually asked the guy what his title was, and he said he is a "tier 2" CSR. There are apparently tier 3 CSRs, but only if a label was created. Thankfully, this tier 2 CSR was just as useless as all the other CSRs that I have spoken with, but fear not, I should be hearing back from a specialist any day now (note that the first time I was "escalated to a specialist" was on November 29th, and nobody has gotten back to me yet (after all, it's only been 12 days...). If I don't get a shipping notice by Thursday, I am canceling my orders (and expect to get this error message saying that I cannot cancel the order too
).
Exactly! There is no such thing as a "Shipping Specialist." I have held all 3 CSR positions for 2 separate companies and trust me when I say this: Level 1 is expected to answer the phone quickly and end the call as fast as possible. There is no accountability at this level beyond their call stats; Level 2 is where callers are routed when they ask for a supervisor however, keep in mind that Level 2's were promoted from Level 1s because of their call stats and NOT because they were especially helpful. The fact of the matter is that very few Level 2's communicate daily with management and therefore do not know what is going on. Typically, they open "tickets" that may or may not be resolved. The "tickets" typically go to different department, whether it be IT, Shipping, or bathroom maintenance (Seriously!), It is the Level 2 person's responsibility that they "follow through" with these tickets however, because they are constantly fielding calls from the Level 1's, they have no time to follow through and the tickets stack up; Level 3's are typically those people who close the most tickets and as such, stay informed with all teams as to what is going on. They also have a better access to management and in fact, probably sit in on management meetings. Unfortunately for Level 3's is there are very few of them and they are usually given other responsibilities as well, such as Trainer, because they are the only ones who know everything going on, both in the call center and with what management tells them (that part is real important). Management only see CSR's stats the Level 3 sees those stats and gives recommendations to management about who gets a raise, who is unreliable, etc. There is an awful lot of work at Level 3 and they (especially if also training) often take work home. Level 4 would either be a Manager or an Assistant Manager.
Why do you need to know all of this? Because the only way you will ever get a real manager is if you continually ask for the manager all the way up the ladder and then, you probably won't. Typically, managers will only talk to big corporate clients. Often your Level 2 or 3 may just be switching you over to another level 2 or 3 who has better, more patient, more assertive customer relations.
I have handled some pretty nasty clients where the second I answer the phone the first word and all subsequent words out of their mouths are cuss words followed by the name of the company I work for. These people have a reputation that is spread among all reps and managers. The person becomes a big joke to everyone. I have seen CSRs use vodoo dolls for some of their customers and the managers know it and continue to joke about it. It is all part of a CSR job.
What 20 years ago was true customer service is now customer sales. CSR's are expected to cross sell if someone calls in with a problem. Ever have an annoying non-solicited sales call and for some unknown reason you decide to make them hang up first? YOu can say NO until you are blue in the face but after the first or second time you can actually hear them reading the script they follow for each No you tell them. The longer they can keep you on the phone, the more apt you are to buy something else that is a total piece of crap that they will not support.
Ok, I feel better now!
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