Customer Service emailing after closing out tickets.
![[Deleted User]](https://us.v-cdn.net/6030345/uploads/defaultavatar/nL5515UJH9DYJ.jpg)
Now I'm not naming names or quoting any conversation, so as far as I'm concerned I'm not breaking ANY community guidelines.
Why do members of the "customer service team" close out tickets, ask for feedback and then harrass one at one's own private email address when that feedback does not meet their requirements? If you sort my problem I will leave a "satisfied", if not, the opposite. No amount of subsequent harrasment will change my mind. This has happened on SEVERAL occasions.
If a ticket is closed they should lose access to my email. What GDPR regulations are being broken here? And whilst it may just be a coincidence I've noticed that SPAM received goes up after such encounters.
Not happy.
Why do members of the "customer service team" close out tickets, ask for feedback and then harrass one at one's own private email address when that feedback does not meet their requirements? If you sort my problem I will leave a "satisfied", if not, the opposite. No amount of subsequent harrasment will change my mind. This has happened on SEVERAL occasions.
If a ticket is closed they should lose access to my email. What GDPR regulations are being broken here? And whilst it may just be a coincidence I've noticed that SPAM received goes up after such encounters.
Not happy.
3
This discussion has been closed.
Comments
Two simple solutions to this -
One. The customer service rep does not have any access to my email details. And the hidden link to contact me is deleted when they close out a ticket.
Two. We get asked TWO simple questions at closure - "are you satisfied with the communication and politeness of the rep?" and "are you satisfied with the outcome of your query?"
Because one does not equal the other. How are the developers going to see our gripes and bugs if we say "satisfied"?!
I have edited the original posts accordingly to rectify this error
Thanks
Considering that they do represent DB in this case, penalties for breaking GDPR could get huge
Lower level penalties are
Up to €10 million, or 2% of the worldwide annual revenue of the prior financial year, whichever is higher.
Higher level penalties are
Up to €20 million, or 4% of the worldwide annual revenue of the prior financial year, whichever is higher
There is nothing unusual going on, the ticket was indeed marked as solved but was then reopened to provide you with additional information as to what what the ticket rating is for. This all took place within the ticket you submitted.
Whenever this happens, I would suggest you send a PM to Shan here, and give her all the details. I'm sure that's completely unacceptable within DB's own company guidelines, and any rep who does that should be reprimanded.
Could you please continue the petty bickering? I find it most intriguing.
~ Data, ST:TNG "Haven"
I suggest you add an option on the feedback form for, "the customer service agent tried their best, but DB policies prevented my issue from being resolved." Right now you are forcing people to rate the agent poorly because of corporate decisions. That's unfair for the agent and also does not give you the data to see that your customers are unhappy with your policies.
It's not a great feedback form, I agree. Needs to ask several questions: 1) Satisfaction with CS rep, and 2) Satisfaction with outcome.
Could you please continue the petty bickering? I find it most intriguing.
~ Data, ST:TNG "Haven"
Reopened to ask for a change in rating. Not to solve the actual problem. If that's what passes as customer service these days then I am indeed behind the times.
"We'd better reopen the ticket to explain why the customer is wrong, not to rectify our coding fault"
Bizarre.
And believe me, I have been one of DBs staunchest defenders in the past
Trista
For the record I have always had a good rapport with any reps I have dealt with. But what is the point of being asked one question in order to rate the entire experience of the ticket? And why do they "reopen the ticket" (Shan's words) in order to beg for a better rating? They should not even have access to the rating information. Are my details (email address in this case) secure?
"but it was a failure"
"yes a most spectacular failure but that's not the point it was filled with all the good will and best intentions of solving the problem"
Point is if someone has failed to provide an amicable and reasonable solution, that is a failure whether its the CS Reps fault or not is irrelevant - if they couldn't provide a solution it should have been escalated.
Closing the topic and then expecting a favorable review - is window dressing for skewing statistics, I will not be a party to that.
I will however be fair and if a resolution was found and even though it may not be 100% satisfactory I still will give the CSR the benefit of the doubt there, but this case sounds like nothing was resolved so how can you review something that remains unresolved?
We use Zendesk for our Support Portal, your details are indeed secure.
The rating system is part of said portal and reps see it in the relevant ticket, this to allow them to make things right if a mistake was made for instance. And/or to improve how they approach tickets.
As I have explained many times, the ticket rating system's sole purpose is to evaluate the quality of the service of the rep for any given ticket. Nothing else.
Feedback regarding game issues, policies etc should be given in the form of a ticket as we track them all. That is how you make your sentiment/concerns known, that is how we measure satisfaction with the game, not with the ticket rating system.
Forum feedback is also taken into account of course.
You may prefer a different ticket rating system, I can understand that, but it is what it is, and it would be very helpful if it were used as intended. Thank you!
To quote from Zendesk, https://www.zendesk.com/guide/features/community-software/feedback-form-template/
Emphasis added by me
So Zendesk does exactly what people here are suggesting and even has it in their best practices.
Maybe the issue is that when constructive feedback is given, the response is "you're using the system wrong" instead of "thank you for your feedback, we'll see how we can improve our system".
I guess there is a wider societal problem at fault here and therefore I am not going to go on about it as I would just be sounding off in the wrong place.
Never mind. I obviously didn't understand your post upon first read through. Apologies. ☺
Thanks for your input AviTrek. Helpful to understand the setup a bit more clearly. Hopefully TPTB can act upon it.
I agree, very well put
To be honest, I'm a bit surprised by this. I work in customer service, and the ratings my employees get are given to me. I share the data with them, but when we follow up on a specific interaction they would never be allowed to reach out to the client to try to change their score. We use it as an opportunity for them to learn and improve for the next interaction.
And yes, often the client's comments show they are rating the company and not the rep directly, but even in that scenario there are opportunities for the rep - could they have phrased something differently? Gone a step further for the customer?