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Saturday, 16 December 2017 23:21

Online printer deals with multiple customers at the same time

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Recently i watched one of the largest on line printers drop so many clangers that bordered on rudeness and gender abuse that i was shocked.

For the transcripts, i have changed the names of the agents, and the printers name.

To set the scene, the printer has a webchat form that can only be accessed while logged into your account, and you have to enter the basic first/last name, whats your issue into the boxes. I know for a fact these boxes were filled out with "do not use" in the first name and the question was "copy my postcard design to same sized flyer design"

Norman (11/24/2017, 11:22:56 AM): Thank you for contacting PRINTER, I will be more than happy to assist you today.
Norman (11/24/2017, 11:23:17 AM): Hello Melanie
Mel (11/24/2017, 11:23:49 AM): no first names. only surnames please.
Norman (11/24/2017, 11:23:52 AM): I would gladly do that for you Melanie.
Norman (11/24/2017, 11:24:33 AM): Would you like it to be exactly the same or are you going to make changes to it ?
Mel (11/24/2017, 11:25:52 AM): The intention is to have EXACTLY the same in the same sort of size. that i shy i asked for the design to be copied to leaflets...  if i was redoing the design i wouldn't need that to happen!
Norman (11/24/2017, 11:26:27 AM): Alright Melanie I'm sorry. I only asked to see if I should copy it as one layer or not.
Norman (11/24/2017, 11:26:38 AM): Can you please tell me what size of flyer would you need.
Mel (11/24/2017, 11:27:11 AM): please read what i have written above.
Mel (11/24/2017, 11:30:33 AM): Once again Mr Norman i will ask you to read what i have written above.
Norman (11/24/2017, 11:34:01 AM): The size of your business cards is: 85 x 55 mm. The closest size available in leaflets is the A7: 74 x 105 mm or the A6: 105 x 148mm. Which would you like Melanie ?
Mel (11/24/2017, 11:34:58 AM): hello, i would like another agent who actually reads what i have written.
Norman (11/24/2017, 11:35:57 AM): Melanie, I have read what you wrote for me but I can not choose for you. I have given you the options that are available as the exact same size of the business cards is not possible.
Norman (11/24/2017, 11:37:37 AM): I will transfer you to my supervisor.
Norman (11/24/2017, 11:37:49 AM): Please allow me one moment.

So Melanie is transferred to a supervisor.

Nigel (11/24/2017, 11:41:24 AM): Thank you for contacting Printer, I will be more than happy to assist you today.
Mel (11/24/2017, 11:42:02 AM): I have been trying to deal with Mr Nigel - please read the transcript of the chat above
Mel (11/24/2017, 11:43:06 AM): Sorry thank you Mr Nigel, i have been dealing with Mr Norman
Nigel (11/24/2017, 11:43:50 AM): I was checking your request and I would like to confirm that you copy your design that was used with the business card to the flyer.

So the printer has looked back at the original form including the do not use first name part.

Nigel (11/24/2017, 11:43:57 AM): Is it your own design?
Mel (11/24/2017, 11:44:57 AM): Messages from me of importance,.
11.23.49, 11.25
Mel (11/24/2017, 11:45:22 AM): .my request at 11.23.49 was totally ignored.
Nigel (11/24/2017, 11:45:57 AM): I'm checking back your initial request, starting from scratch.

confirms that the original form was viewed again,

Mel (11/24/2017, 11:46:01 AM): That request was ignored on more than 4 occasions.
Nigel (11/24/2017, 11:46:21 AM): You have asked for a design to be transferred into a flyer.
Nigel (11/24/2017, 11:46:38 AM): The previous agent has provided you with the available sizes for flyers.
Mel (11/24/2017, 11:49:32 AM): You also have obviously not read what was written in the chat and only have scanned it for apparently relevant information.
Nigel (11/24/2017, 11:50:07 AM): I'm reading your official request" i want to copy the business card design to flyer and cant see how to do that"
confirms that the original form was viewed again,
Then it  gets better.

Mel (11/24/2017, 11:57:55 AM): At 11.23.49 according to the official transcript of this chat , i made a request that Mr Nigel should not use my first name and ONLY use my surname.
At 11.23.52 he responded that he would gladly do that. on more than 4 occasions he used my first name.
i do not believe that you would walk into a sales meeting with someone you didn't know and use their first name without permission.
I assume that doing this simple request does not earn any money and therefore both he and you have ignored that and concentrated on the sales aspect.
Despite me posting the transcript with the highlighted time frame, you ignored it.
I am no longer annoyed, i am now unhappy.

Here comes a big Printer stinker.
Nigel (11/24/2017, 12:01:00 PM): I will be more than happy to answer you , first, The agent has used your first name since most of our customers accepted that and they felt more comfortable with it, a friendly conversation might support both our customer and the agent, second, the agent is dealing with two customers at the same time and it happens sometimes that we got confused but this isn't an excuse of course, third which is the most important PRINTER is looking for it's customers' satisfaction through different ways , online support, guiding our customers to design items, giving the best offers .....
Nigel (11/24/2017, 12:06:03 PM): I have explained before that the agent unintentionally used your first name which is something we get used to.
Mel (11/24/2017, 12:06:08 PM): in my case it is not and the fact that you admit that they are dealing with two people at once is totally unacceptable
Nigel (11/24/2017, 12:06:41 PM): This is something that belongs to the company's strategy and we can't change.
Mel (11/24/2017, 12:06:53 PM): No, they intentionally used my first name, as that is your practice, if they called my Doris, that would be unintentional
Nigel (11/24/2017, 12:07:18 PM): Can you please let me know how can I help you exactly?
Mel (11/24/2017, 12:08:30 PM): 45 mins ago your agents could have responded to a simple request. Thank you for your honesty on your company practices for public record.


 The following day, Melanie attempted again. This time the agent bordered on homophobic abuse. In the openng lines its very clear whats at play.

Adam (11/25/2017, 7:35:19 PM): Hello Melanie!
Mel (11/25/2017, 7:35:26 PM): Hello.
Mel (11/25/2017, 7:35:51 PM): Do NOT at any time from this point forward refer to me by my first name. that is why i put NOT NEEDED inthe form
Mel (11/25/2017, 7:36:25 PM): This is a customer request and therefore should be recognised. Am i the ONLY person you are dealing with at the moment
Adam (11/25/2017, 7:37:10 PM): No I am having another customer in parallel
Adam (11/25/2017, 7:37:16 PM): How may I help you please?

So Mel lays it on thick and clear

Mel (11/25/2017, 7:38:26 PM): as you can not deal with only me then you can not concentrate on my requests and therefore you may make mistakes and not acknowledge my requirements
Adam (11/25/2017, 7:38:47 PM): I will do my best to help you just you don't need to worry at all, by the way how may I call you please if not by first name?

By now , Mel was only mildly irritated by the pigeon English of this agent.

Mel (11/25/2017, 7:39:37 PM): you can not call me,. this is not a telephone.
Mel (11/25/2017, 7:40:12 PM): i spent 45 minutes yesterday trying to do two simple tasks and even your supervisor failed

Adam (11/25/2017, 7:40:25 PM): Ok, I am sorry but I am trying to make the conversation cool and fruitfuil, but no prblems let us move to the way I could help you.

Cool? how can a customer based conversation be cool?

Mel (11/25/2017, 7:40:44 PM): i have put my requirements in the form. your language makes no sense to me
Mel (11/25/2017, 7:41:00 PM): it is like you are using google translator from arabic to english
Adam (11/25/2017, 7:41:06 PM): No I am not

And now an even better WTF moment!

Adam (11/25/2017, 7:41:29 PM): I am a Mastezr's degree holder of British civilization.
Mel (11/25/2017, 7:41:46 PM): i have never heard of that

Mel (11/25/2017, 7:42:27 PM): your language use so far is making it hard to understand you.
i have put my requirements on the form. please attend to that

Adam (11/25/2017, 8:14:16 PM): would you please tell me what size you want the flyer to be Mrs Jones.
Mel (11/25/2017, 8:20:01 PM): Where did you get my gender and marital status from ?

its not on the form

Adam (11/25/2017, 8:20:57 PM): It seems that you accessed the chat not to get help with design ?
Mel (11/25/2017, 8:21:18 PM): I did BUT so far you are doing everything to upset me.
Mel (11/25/2017, 8:21:53 PM): I have asked a simple request via the contact form and you, Nigel and Norman appear to totally disregad my initital request

So they accuse a customer of just using webchat to abuse their agents?

Adam (11/25/2017, 8:23:07 PM): what flyer size?
Mel (11/25/2017, 8:23:27 PM): does it matter?
Adam (11/25/2017, 8:23:32 PM): yes it does
Adam (11/25/2017, 8:24:00 PM): [redacted link]
Mel (11/25/2017, 8:24:03 PM): although it does matter that on the form there is no marital status option or gender option but you still assume i am MRS
Mel (11/25/2017, 8:24:16 PM): whats that link to?
Adam (11/25/2017, 8:24:34 PM): access it please Mr or Mrs
Adam (11/25/2017, 8:26:24 PM): Hello would you please kindly pick up the size you want.
Adam (11/25/2017, 8:26:33 PM): from the link I sent

I love this bit,,

Mel (11/25/2017, 8:27:05 PM): pour quelqu'un qui, ... vous dire ce que vous obtenez un superviseur, chaque fois que vous essayez de supposer ce que je veux vous gâcher. Je veux déposer une plainte officielle sur ce mépris continu pour ma préférence de salutation. A6. en quoi est-ce important.
est-ce le lien où il n'y a pas d'option pour copier un projet existant?
Adam (11/25/2017, 8:27:41 PM): Why switching to French?
Mel (11/25/2017, 8:30:27 PM): Perhaps it would make more sense.
Do not address me by any gender type. Perhaps your training does not cater for gender [stereo] typing abuse.

Adam (11/25/2017, 8:31:10 PM): Even English is very expressive, all you need to do is to take it easy, to be honest with you I am on chat service for almost 3 years now and It is the first time I am dealing with someone who doesn't want to be called by a name or gender.
Mel (11/25/2017, 8:32:51 PM): You are to copy the design as is to a project suitable for A6 leaflet design.  Perhaps you should ask for advice in Gender fluidity, LGBTQ , etc
I have asked repeatedly for my name and gender not to be used and your team still insist in doing so.

Adam (11/25/2017, 8:34:32 PM): This is the etiquette for work valued customer. Please do not take it as a personal offense to you. You are free to be however you wish to be and we respect that in people. Back to the matter at hand I'll try my best to fulfill the required task

Mel (11/25/2017, 8:34:33 PM): Therefore i will not be able to "take it easy" perhaps use the expression"please calm down. i am sorry for miss understanding"

Read 1557 times Last modified on Wednesday, 15 August 2018 19:45

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