OMG I already love you! I was just about to say that!!
10 лет назад+6
Ellen, I've worked in a call center in the United States. We get hundreds of calls and it takes time for us to assist each person that calls. We do answer within 2-3 rings, but by the time we are done finishing our calls it goes into a queue and we have 30 people waiting to for us to answer. It a hectic environment. And I can only imagine how a person feels living in a different country taking calls for foreigners in the United States. It must be way harder. - Chris
It's not about your service quality, it's your company not getting enough resources to handle all the incoming calls. That's why you work hectic and yet there are still unhappy customers.
I worked at customer service and sometimes it's not our fault... for example, when a call finished, instantly another call started and this person would be mad because she/he was on hold for 20 minutes! and it was not my fault... also, we have some tools and procedures we MUST follow... and if that doesn't help the customer, well, there's nothing else we could do...
Finally someone understands how irritating and frustrating it is to call customer services now a days... Automated messages, keep selecting options and the option u need is never on there. Tiring
I can't stand when they put me on hold and keep repeating the same message every 5 seconds!!! You only need to say it once, people. It only serves to annoy me, and make sure that I'm really mad by the time your agent picks up the line (45 minutes later)!!!
I work in Customer Service... Believe me, if it was THAT easy to just answer a call after the 2nd ring we would. There is so much more to it than what people think there is. They think we just sit back and ignore the calls. Come on, really? If you work in a Customer Service Center you'll know what I mean.... Now, I agree, we do encounter those employees who just don't want to help... I APOLOGIZE FOR THEM. Lol.... Ever since I started working in Customer Service and I know what it takes and all that goes into it, I am A LOT more patient when I have to call to any Customer Service Line
I totally agree with you, there really is a difference with what people think we are doing, and what we really do. If people get frustrated while waiting for someone to pick up let them try working an 8 hours shift waiting for the never ending queue to ease up till the end of your shift while assisting frustrated/irritated customers.
Exactly, but I mean people don't understand that until they are on the other side of the phone. Although our priority our customers. Callers have to understand that, unfortunately, they are not the only people calling. Gosh, what I would give to only have one call at a time. Then we can really just sit on our butts and do nothing. Lol.
interestingly enough right before I started this video I called a hotline and the woman on the other end helped us a lot :) she was very patient and now the problem is fixed ^^
You are right Ellen. Sometimes I call customer service when I need help. I am also customer service representative. I put customers on hold for few seconds when I am on queuing.
I also work in customer service and I also help people. But I have also been on the other side of the fence - calling and waiting and waiting and getting no help - so I understand the point Ellen's trying to make.
I am a Customer Service Rep. I answer on the first ring. Every time. I get people who are not expecting it and have to take a second to gather themselves. Then I get, "I was not expecting a real person!" Well, I am real, in the US and speak English fluently. I don't like to put people on hold. I don't like it myself so why would I do it to another person. Nothing is automated during business hours. We have multiple voice mail boxes and I try to give out my personal business extension to all the customers I talk to during the day so they have a direct source to call. A lot of my customers know be my name so when they call I get 'life updates'. They tell me about birthday's, their kids, business etc. I just like to handle all of the calls letting the customer know that I care about their needs.
wow, that was certainly not sweet to hear about my country in that bad sense, that too from Ellen. You have got fans and followers in India too. And we are no less human.
hmm.. i wont deny that there are times like that and we are very sorry on behalf of any outsource BPO company partly .. that is true .. i was working for customer service before too but also please do understand that not all agents are like that .. (im not from india) and i can say that most agents are also trying our hardest to make sure to attend all possible concerns and make sure to that we have a happy and satisfied customer just before ending the call plus working with this type of job for 5 years .. changing moods call after call is very difficult as well for some that wont accept resolution.. sometimes it really out of our hands.. but we feel sorry if were unable to satisfy the customer..
You want the solution for this? First, empower the agents to be able to decide on what to do with the customer's query without getting flagged and flogged for it, say the cust demands a refund for a faulty product, credit on a bill that's higher than usual due to stupid and ambiguous fees like "service charges", DO IT RIGHT AWAY. Sadly, this prime category is riddled with RED TAPE!!!!! Second, transfers to the correct department shouldn't be a pain in the ass as it is right now: Most of you don't know this but, each transfer the agent has done will count against him/her, despite of it being the resolution the customer needed. Third, it should be fine to argue with customers who think they can get away with their huge bills due to the flawed idea that "customer's are always right." Now, there are customers who are willing to compromise, like pay only the amount they feel that needs to be settled, very applicable for customers who experience poor services especially for telcos and cable tvs. But, sadly there are customers who want services for free, and pitch in the stupid line of "I've been your customer for years now, bla bla bla!!! and I don't want to pay for *insert service or product here*" customers should know that each product and service being utilized is to be billed. There are lots of customers who don't take the responsibilities well, and blame it on the next person they hear from customer services. . The faster you can get off the phone with these free loaders, the faster you can get to the next customer who might have valid concern. Fourth, agents should have the right to drop calls outright from prank callers which waste our time. Sadly, we still need to be professional with these brats.
No one's knowledgeable in these jobs because there's such a high turnover because the general public is so shitty and awful. Even Ellen, a beacon of kindness, is coming down on customer support. What do you expect? A study conducted on the impact of turnover rates on customer service found the obvious: "The inquiry revealed that low job satisfaction, unfavourable working conditions, and slow career advancement were major factors influencing employee turnover. High employee turnover rates interfered with internalization of standards by the employees resulting to lower quality of service, reduced customer satisfaction, and making an establishment less competitive."
Thank you! As someone who's worked in a call centre for customer service, the job can be horrendous a lot of the time, the company isn't always on your side, and because of this, employee turnover is high, and overall standards drop. Ellen should try taking calls with a queue building up where your bonus is at the mercy of the SLA and your average call & hold times before she points fingers.
This reminds me of Phoebe Buffay and the Hacking Prevention video reminds me of Joey Tribbiani. "Getting hacked is whack, yo!" Argh, just friggin reunite them already! Oh and 1:34 cute girl in the middle.
I always get helped! Guess it's a holland thing, I have even called on weekends after midnight, after I have blown my circuit plugs, and within an hour someone comes, and I have electricity again. Btw , I love you Ellen, and hopefully u weren't calling the shampoo customer line.
Hey Ellen... You forgot to mention the obnoxious quality surveys at the end of the call... ;) I worked in tech support and customer service for about 10 years. So glad to be done with it. I still hate having to call these places, but I have sympathy for the crap they deal with. There's a lot of bugs in that system and it's really not been improved. Really not for customers. But it's still a frustrating system no matter which side of the phone you're on.
One time my dad was calling costumer service and after about 3 hours they finally picked up but, he asked for Spanish. After the 5th hour he got tired and hung up
The reality is that if you want people to answer within 4 rings, you'd need sooooo many people answering the phones, and they'd be spending half the day doing nothing because everyone calls at the same time. If you want better service, you'd better be willing to pay a lot more for the product. Are you willing to pay a lot more for the product? Didn't think so.
I work as a customer service agent.. i help people, take in calls for 10 hrs a day, hear all shit people say, blames us even its not our fault. This just disappointed me. I dont know why you said that ellen? I didn't think you would say this about us.
OneMileyCyrusFanVlog. There was an episode in friends where Pheobe spend the whole day on phone listening to customer service machine saying 'your call is important to us'
I work customer service too! For Schwans! (If people have heard of them, yay ice cream!) I'm not in India, in Minnesota! Come on Ellen! Call us! 888-Schwans!
Lets not forget them chat rooms. You will chat and then they will tell you need to call them in person. And im like I thought that is what the chat is for. And then you call and the guy in the chat room neglected to mention there will be a Fee$$$$$$ for help on the phone. Its a joke. Verizon and rosetta stone and microsoft.
I love Ellen, but I think this is a very rude monologue. It's not agents fault the companies are not willing to spend more money on hiring more people. And let's be honest sometimes customers call demanding something ridiculous like free stuff or a refund and if you don't get what you want then they "didn't help you".
True, some people ask for the impossible. I remember receiving a call about a DVR malfunction, the woman was asking for a replacement, and wanted the replacement to be at her door in just 5 minutes.
Yeah, I hate them, and when they transferred you to many sh*t departments and you have to wait forever to get your problem solved, which eventually it wasnt.
I work in a company from US. And if you only know how is it. Youre pl as ced on a long queue bec of alot of reasons. And you are placed on hold istead of you hearing the click of our keyboards while typing all ur concerns to make sure nexr time u call we do have reference on what weve done so far and what we could do furhter. I love ellen but it feels that shes degrading people who is working in this kind of job
I work in customer service. I help people. Agents do everything they can to answer the customers as quickly as possible, but often, we are understaffed. That kind of video doesn't make me like you more, you know. It's kind of insulting. If the call wasn't important to the employees, they would not work on customer's service being insulted and yelled at all day.
I just hate when they interrupt the sometimes decent music to give me the message that I'm important bla bla bla. Or when they say they are experiencing higher than normal call volumes...if it's always higher than normal, maybe higher your call expectations.
Does Ellen knows that a lot of customers are calling the hotline and they are on que and most of the cust are very hard to please for some reason. She also needs to understand that most of the call center agents are answering 100 calls per day and needs to satisfy most of the irate customers.
Totally agree with elen on this one , I call customer service n they make hold for an hrs . I was piss . Also their help doesn't even help at all . I ask the lady a question and she can't even answer it ! India customer service fucken suck ..
They also want free stuff.
I'm from Indiaaa! Woooo!
You were So on point with this topic Ellen!! Very frustrating....sigh
PHOEBE BUFFAY !!!!!!
That is SOOO TRUE Ellen! You speak for my heart!
She the best
She is absolutely right! How embarrassing to have a customer service line that is useful for nothing but frustrate people, make them angry and upset.
Pheobe :p
OMG I already love you! I was just about to say that!!
Ellen,
I've worked in a call center in the United States. We get hundreds of calls and it takes time for us to assist each person that calls. We do answer within 2-3 rings, but by the time we are done finishing our calls it goes into a queue and we have 30 people waiting to for us to answer. It a hectic environment. And I can only imagine how a person feels living in a different country taking calls for foreigners in the United States. It must be way harder.
- Chris
It's not about your service quality, it's your company not getting enough resources to handle all the incoming calls. That's why you work hectic and yet there are still unhappy customers.
tubbie0075 i agree with you.
I worked at customer service and sometimes it's not our fault... for example, when a call finished, instantly another call started and this person would be mad because she/he was on hold for 20 minutes! and it was not my fault... also, we have some tools and procedures we MUST follow... and if that doesn't help the customer, well, there's nothing else we could do...
So true Ellen!
so true!!!!!!!!!!!especially calling to government service!!!just wait forever and I can never access an actual person!!!!!!
Just got mugged so thank God that Ellen is here to cheer me up
Finally someone understands how irritating and frustrating it is to call customer services now a days... Automated messages, keep selecting options and the option u need is never on there. Tiring
I can't stand when they put me on hold and keep repeating the same message every 5 seconds!!! You only need to say it once, people. It only serves to annoy me, and make sure that I'm really mad by the time your agent picks up the line (45 minutes later)!!!
I work in Customer Service... Believe me, if it was THAT easy to just answer a call after the 2nd ring we would. There is so much more to it than what people think there is. They think we just sit back and ignore the calls. Come on, really? If you work in a Customer Service Center you'll know what I mean.... Now, I agree, we do encounter those employees who just don't want to help... I APOLOGIZE FOR THEM. Lol.... Ever since I started working in Customer Service and I know what it takes and all that goes into it, I am A LOT more patient when I have to call to any Customer Service Line
I totally agree with you, there really is a difference with what people think we are doing, and what we really do. If people get frustrated while waiting for someone to pick up let them try working an 8 hours shift waiting for the never ending queue to ease up till the end of your shift while assisting frustrated/irritated customers.
Exactly, but I mean people don't understand that until they are on the other side of the phone. Although our priority our customers. Callers have to understand that, unfortunately, they are not the only people calling. Gosh, what I would give to only have one call at a time. Then we can really just sit on our butts and do nothing. Lol.
I must be lucky, I had mostely good experience with Customer Service. Maybe it makes a difference that I don't live in the US?
duh, she's talking about America, not other countries?
interestingly enough right before I started this video I called a hotline and the woman on the other end helped us a lot :) she was very patient and now the problem is fixed ^^
She is the best person in the world
She's speaking the truth!!!!!!!!
Finishing a bite of their donut LOL
HAHAHAHA omg Ellen is always hilarious and on point!
I love you Ellen! It's impossible for anyone to hate you. ♡
You are right Ellen. Sometimes I call customer service when I need help. I am also customer service representative. I put customers on hold for few seconds when I am on queuing.
#SoTrue! I've been in customer service for over a decade now and I would know!
everything you say are TRUE!!!
All the same quality in the Customer Services field! Thumbs Up
Love you Ellen:-) If I lived in America I would have come to one of your shows already!! Come to England?!?:')
I work in customer service. I help people!
Wtf elen.
I didn't know that Mario worked in customer service.
I also work in customer service and I also help people.
But I have also been on the other side of the fence - calling and waiting and waiting and getting no help - so I understand the point Ellen's trying to make.
Joseph Baldomero i know im kidding
zir786 wtf mario
WTH finger valentine?
Doesn't matter if it's a nice person. Once you start getting call after call you get annoyed so yeah thats how ppl are
She is my idol!!!!!
I am a Customer Service Rep. I answer on the first ring. Every time. I get people who are not expecting it and have to take a second to gather themselves. Then I get, "I was not expecting a real person!" Well, I am real, in the US and speak English fluently. I don't like to put people on hold. I don't like it myself so why would I do it to another person. Nothing is automated during business hours. We have multiple voice mail boxes and I try to give out my personal business extension to all the customers I talk to during the day so they have a direct source to call. A lot of my customers know be my name so when they call I get 'life updates'. They tell me about birthday's, their kids, business etc. I just like to handle all of the calls letting the customer know that I care about their needs.
wow, that was certainly not sweet to hear about my country in that bad sense, that too from Ellen.
You have got fans and followers in India too. And we are no less human.
hmm.. i wont deny that there are times like that and we are very sorry on behalf of any outsource BPO company partly .. that is true .. i was working for customer service before too but also please do understand that not all agents are like that .. (im not from india) and i can say that most agents are also trying our hardest to make sure to attend all possible concerns and make sure to that we have a happy and satisfied customer just before ending the call plus working with this type of job for 5 years .. changing moods call after call is very difficult as well for some that wont accept resolution.. sometimes it really out of our hands.. but we feel sorry if were unable to satisfy the customer..
So freaking true ellen
Phoebe Nostalgia!!!
I love ellen
Absolutely!
come on pllllz!! why do you always cut the dances off?
so true!!!
You want the solution for this? First, empower the agents to be able to decide on what to do with the customer's query without getting flagged and flogged for it, say the cust demands a refund for a faulty product, credit on a bill that's higher than usual due to stupid and ambiguous fees like "service charges", DO IT RIGHT AWAY. Sadly, this prime category is riddled with RED TAPE!!!!!
Second, transfers to the correct department shouldn't be a pain in the ass as it is right now: Most of you don't know this but, each transfer the agent has done will count against him/her, despite of it being the resolution the customer needed.
Third, it should be fine to argue with customers who think they can get away with their huge bills due to the flawed idea that "customer's are always right." Now, there are customers who are willing to compromise, like pay only the amount they feel that needs to be settled, very applicable for customers who experience poor services especially for telcos and cable tvs. But, sadly there are customers who want services for free, and pitch in the stupid line of "I've been your customer for years now, bla bla bla!!! and I don't want to pay for *insert service or product here*" customers should know that each product and service being utilized is to be billed. There are lots of customers who don't take the responsibilities well, and blame it on the next person they hear from customer services.
. The faster you can get off the phone with these free loaders, the faster you can get to the next customer who might have valid concern.
Fourth, agents should have the right to drop calls outright from prank callers which waste our time. Sadly, we still need to be professional with these brats.
No one's knowledgeable in these jobs because there's such a high turnover because the general public is so shitty and awful. Even Ellen, a beacon of kindness, is coming down on customer support. What do you expect? A study conducted on the impact of turnover rates on customer service found the obvious:
"The inquiry revealed that low job satisfaction, unfavourable working conditions, and
slow career advancement were major factors influencing employee turnover. High employee turnover rates interfered with internalization of standards by the employees resulting to lower quality of service, reduced customer satisfaction, and making an establishment less competitive."
Thank you! As someone who's worked in a call centre for customer service, the job can be horrendous a lot of the time, the company isn't always on your side, and because of this, employee turnover is high, and overall standards drop. Ellen should try taking calls with a queue building up where your bonus is at the mercy of the SLA and your average call & hold times before she points fingers.
This reminds me of Phoebe Buffay and the Hacking Prevention video reminds me of Joey Tribbiani. "Getting hacked is whack, yo!" Argh, just friggin reunite them already! Oh and 1:34 cute girl in the middle.
yeah! good old days BPO in india
Omg exactly what happens everytime ...
YOU ARE AMAZING I LOVE YOU!
You are right
Totally gets me
It sooo true..
I rate this women
phone to customer service can be frustrating for sure
True!
I always get helped! Guess it's a holland thing, I have even called on weekends after midnight, after I have blown my circuit plugs, and within an hour someone comes, and I have electricity again. Btw , I love you Ellen, and hopefully u weren't calling the shampoo customer line.
PHOEBEEE!
That is true
I hate when they put me on hold!!
Like, when someone finally picks up the phone, they transfer you and play the "waiting music".
>_
At least she understand! =]]]]]
Hey Ellen... You forgot to mention the obnoxious quality surveys at the end of the call... ;)
I worked in tech support and customer service for about 10 years. So glad to be done with it. I still hate having to call these places, but I have sympathy for the crap they deal with. There's a lot of bugs in that system and it's really not been improved. Really not for customers. But it's still a frustrating system no matter which side of the phone you're on.
One time my dad was calling costumer service and after about 3 hours they finally picked up but, he asked for Spanish. After the 5th hour he got tired and hung up
Sooo true
ELLEN LISTENS US
The reality is that if you want people to answer within 4 rings, you'd need sooooo many people answering the phones, and they'd be spending half the day doing nothing because everyone calls at the same time. If you want better service, you'd better be willing to pay a lot more for the product. Are you willing to pay a lot more for the product? Didn't think so.
Ellen is a smart Alec!!! That's why I LOVE HER!!!
I work as a customer service agent.. i help people, take in calls for 10 hrs a day, hear all shit people say, blames us even its not our fault. This just disappointed me. I dont know why you said that ellen? I didn't think you would say this about us.
Lol I used to think everyone was just being a complaint about overseas call centers..... Til I had to ring one.
Yep been there through that... Lol
Apple has a good costumer help line
I also work in customer service, I'd make a video complication of the reverse if I could, but I won't.
I thought this was about Phebe Buffay...
What's that about ? what did she do ?
OneMileyCyrusFanVlog. There was an episode in friends where Pheobe spend the whole day on phone listening to customer service machine saying 'your call is important to us'
This literally happened to me the other day haha love this, Ellen!
Wow..
The title reminds me of Phoebe Buffay.
I work customer service too! For Schwans! (If people have heard of them, yay ice cream!) I'm not in India, in Minnesota! Come on Ellen! Call us! 888-Schwans!
Weird, every time I call the helpline, I get the help. o-o
Maybe it's just the country.
yay im in top 10!
Lets not forget them chat rooms. You will chat and then they will tell you need to call them in person. And im like I thought that is what the chat is for. And then you call and the guy in the chat room neglected to mention there will be a Fee$$$$$$ for help on the phone. Its a joke. Verizon and rosetta stone and microsoft.
I think she dissed India/indians.Thats pretty racist stuff if u ask me.Not all nice & helpful r we know?
smh!
1:35 i swear i thought it was the girl from bridge to terabithia....
I love Ellen, but I think this is a very rude monologue. It's not agents fault the companies are not willing to spend more money on hiring more people. And let's be honest sometimes customers call demanding something ridiculous like free stuff or a refund and if you don't get what you want then they "didn't help you".
True, some people ask for the impossible.
I remember receiving a call about a DVR malfunction, the woman was asking for a replacement, and wanted the replacement to be at her door in just 5 minutes.
josh she good and very funny ok and if you dont like it dont watch it
PHOEBE BUFFAY hahaha
Yeah, I hate them, and when they transferred you to many sh*t departments and you have to wait forever to get your problem solved, which eventually it wasnt.
Ellen its me Shally please invite me to your show
I work in a company from US. And if you only know how is it. Youre pl as ced on a long queue bec of alot of reasons. And you are placed on hold istead of you hearing the click of our keyboards while typing all ur concerns to make sure nexr time u call we do have reference on what weve done so far and what we could do furhter. I love ellen but it feels that shes degrading people who is working in this kind of job
I work in customer service. I help people. Agents do everything they can to answer the customers as quickly as possible, but often, we are understaffed. That kind of video doesn't make me like you more, you know. It's kind of insulting. If the call wasn't important to the employees, they would not work on customer's service being insulted and yelled at all day.
i love u
ellen looks like forrest gump in this outfit haha
I just hate when they interrupt the sometimes decent music to give me the message that I'm important bla bla bla. Or when they say they are experiencing higher than normal call volumes...if it's always higher than normal, maybe higher your call expectations.
PHOEBE BUFFAY
Does Ellen knows that a lot of customers are calling the hotline and they are on que and most of the cust are very hard to please for some reason.
She also needs to understand that most of the call center agents are answering 100 calls per day and needs to satisfy most of the irate customers.
5th and hungry
You know whats weird they say there's 301 views but there are a thousand something likes I don't get it someone comment and tell why this is
4 comment I love you Ellen
Funny
Hi
hi
Ha
Totally agree with elen on this one , I call customer service n they make hold for an hrs . I was piss . Also their help doesn't even help at all . I ask the lady a question and she can't even answer it ! India customer service fucken suck ..
try being on the other side of the line.. then complain. boo ya!
Sometimes I scream nonsense into the phone until they stop playing those annoying background tunes and actually pick up ^_^