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CET and mLife customer service . . beyond awful (a rant)

Discussion in 'Comps' started by DaiLun, Jun 21, 2017.

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  1. DaiLun

    DaiLun R.C., L.C., and A.A.N.G.

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    I have about had it "up to here" (I know, an old guy saying) with mLife and now CET customer service.

    When will these customer service reps "figure out" that:

    1)Providing an answer "fast" isn't helpful if the answer is wrong

    2)If you don't understand what the client is asking, ask them to clarify before providing an answer that doesn't address the customer's question

    3)Validate the answer before you send it

    4)You may be providing "free" support, but you should treat it like your customer was paying you.

    I have worked in a position of technical customer service for over 35 years. From Field Service Engineer, to Desktop Support, to Systems Engineer, to Escalation Engineer. Some of the first things I was taught were:

    a) Don't lie, that's for a salesman to do (if he wants). The customer relies on you for your technical expertise

    b)If you don't know the answer, don't make one up. In that case, "I don't know but I will find out" is (in most cases) a perfectly acceptable answer.

    c) Validate your answers before you send them out. If you can, see them in writing and cite where you found the answer.

    d)Don't "pass the blame". Don't admit that a policy is bad, even if you believe it's unfair. You are "knocking" your employer, the person whose name is at the top of your paycheck.

    After the debacle with the mLife gift cards, where I had customer service representatives spouting answers which were incorrect or in some cases illegal, to today's CET exchange where the customer service rep apparently didn't understand what I was asking and started quoting an answer that I have been given regarding comp policies.

    I took the time to explain most of these in my email reply and told them if they cannot provide an answer that helps, just say "I'm sorry, I can't help you at this time" and I will know that CET is no longer interested in my business.

    Thanks for listening to me rant.
     
    Another NGO trip. QQQQ/NYNY
  2. zoobrew

    zoobrew High-Roller

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    Customer Service Reps are salesman, so they can lie to you. Second, what do you expect from a minimum wager worker, and that is assuming your call is being answered in the USA. You should expect interacting with a CSR to like talking to your teenager on a bad day.
     
    • Agree Agree x 2
  3. nostresshere

    nostresshere Mr. Anti Debit Card

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    Sorry you are having a bad life.

    Hope it gets better.
     
    • Funny Funny x 3
  4. meyers67

    meyers67 VIP Whale

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    My favorite is when I have to explain the rules to the customer service rep.
     
    • Agree Agree x 2
  5. Chuck2009x

    Chuck2009x VIP Whale

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    Turnover is high in those jobs. Reps are given a set of canned responses to work with and typically pick one that has at least one word in common with your question. Aside from inexperience in the job, a lot of them are younger and do not have any experience as hotel/casino customers themselves, so they simply don't grok your question to begin with.

    One of my first jobs was supervising reps in financial services who were responsible for answering written inquiries. We had a library of canned paragraphs that they could string together as a response. But the main part of my job was, the first couple of months they were on the job, I reviewed every response and sat down with them and went through each one to show them how to use the canned stuff as a guide, but not as the total solution.

    It's hit or miss with LV operations, CET tends to be fast and usually at least close to answering the question(s), I would never bother writing MGM, and Cosmo's been great. All depends on who you get.
     
    Last edited: Jun 22, 2017
  6. JosieCat

    JosieCat VIP Whale

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    Been there. Done that. My one and only stay at NY NY, I knew I wasn't earning points correctly. Tried to talk to the M life staff several times, but they were clearly unsure how the program even worked. Never did get it resolved. Just gave up.
     
    Sister Trip - New Dates (Again)
  7. dmr

    dmr Registered Abuser

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    My guess is that their CSRs are outsourced and are more or less reading everything from a knowledge base off of a screen.
     
    • Agree Agree x 1
  8. smerrian

    smerrian View from Bally's

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    I don't expect any CSR or booth-ling to have a clue. Actually, I don't expect anyone that has a 'job', rather than a 'career', to have a clue. If you have any brains then you have a career. Jobs are for the rest of the sapiens.
     
  9. Gino

    Gino "The King of Inappropriate."

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    Odd. I've never had an issue with a CSR from MLife or CET.. However some employees at the actual casinos, most assuredly..
     
    Reno to Las Vegas...and other places in between..
  10. DaiLun

    DaiLun R.C., L.C., and A.A.N.G.

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    OK, I guess just by writing that, I got it all out of my system. Thanks for listening to my rant.
     
    Another NGO trip. QQQQ/NYNY
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