Social Media Complaining

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#1766958 18-Apr-2017 19:22

tdgeek:

How can you tell when the call centre is based in NZ when you call the 0800 number?

Quite easily most times. Just by the accent, the way they respond and some of the phrases used.

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chevrolux

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#1766965 18-Apr-2017 19:39

Technofreak:

tdgeek:

How can you tell when the call centre is based in NZ when you call the 0800 number?

Quite easily most times. Just by the accent, the way they respond and some of the phrases used.

Classic "racist NZer" remark.

We run a small outbound call centre in Auckland (East Tamaki). We are constantly advertising for new staff due to the nature of the job. I will actually look this up properly to check, but I can safely say well over 90% of the applicants are foreign nationals here on working visas, residency etc. NZers just don't want to do the work!

Just because someone has an accent doesn't immediately mean they are sitting in an overseas call centre. Also, considering english is the second language, of course they won't use the same colloquialisms as someone who has grown up here.

Technofreak

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#1766988 18-Apr-2017 21:00

chevrolux:

Classic "racist NZer" remark.

We run a small outbound call centre in Auckland (East Tamaki). We are constantly advertising for new staff due to the nature of the job. I will actually look this up properly to check, but I can safely say well over 90% of the applicants are foreign nationals here on working visas, residency etc. NZers just don't want to do the work!

Just because someone has an accent doesn't immediately mean they are sitting in an overseas call centre. Also, considering english is the second language, of course they won't use the same colloquialisms as someone who has grown up here.

No, not racist at all.

Most foreign call centres tend to be only in one or two countries, hence the accent comment as you can generally pick which country they are based.

The staff are very friendly and try to be very helpful. They are always pilot and pleasant, in fact are far to too polite IMO.

They all work off the same script and use similar phrases, phases that a foreigner would be unlikely to use if they were working in a New Zealand based call centre. Hence the comment about the way they respond and phrases used. Nothing to do with colloquialisms.

No need to be sensitive and offended by what I said, there was no offence meant. Just stating the facts.

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tdgeek

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#1767014 18-Apr-2017 21:54

Technofreak:

chevrolux:

Classic "racist NZer" remark.

We run a small outbound call centre in Auckland (East Tamaki). We are constantly advertising for new staff due to the nature of the job. I will actually look this up properly to check, but I can safely say well over 90% of the applicants are foreign nationals here on working visas, residency etc. NZers just don't want to do the work!

Just because someone has an accent doesn't immediately mean they are sitting in an overseas call centre. Also, considering english is the second language, of course they won't use the same colloquialisms as someone who has grown up here.

No, not racist at all.

Most foreign call centres tend to be only in one or two countries, hence the accent comment as you can generally pick which country they are based.

The staff are very friendly and try to be very helpful. They are always pilot and pleasant, in fact are far to too polite IMO.

They all work off the same script and use similar phrases, phases that a foreigner would be unlikely to use if they were working in a New Zealand based call centre. Hence the comment about the way they respond and phrases used. Nothing to do with colloquialisms.

No need to be sensitive and offended by what I said, there was no offence meant. Just stating the facts.

The fact is that you will find IT based call centres in NZ have a high portion of foreigners. I cant speak for non IT, but I am sure similar situations exist.

allstarnz

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#1767038 19-Apr-2017 02:22

as a slight aside, I do know of one large global brand does have a product which scans social media for any mention of their brands or associated products, then logs all these. More used as a 'heatmap' or pulse on things for quantitative analysis, as opposed to a customer service channel.

nzkiwiman

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#1803317 19-Jun-2017 11:17

I complained to Huawei NZ via Facebook about advertised specs on their phones that didn't actually match what was in the phone.

I was pointed to the NZ website for the specs, which confirmed that the specs should be in the phone ..

They went silent on me ...

Today I have checked the website again and found that all traces of the specs I was enquiring about have been removed from the website.

MikeAqua

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#1803352 19-Jun-2017 12:12

I can understand why companies prefer to take customer complaints off-line.

Who wants to deal with an individual complaint in a public forum?

Change the medium from virtual to physical. Do you deal with a customer complaint at the front desk or take the customer off to one side for a more private discussion? I'd opt for the latter option if at all possible.

Mike

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martyyn

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#1804597 21-Jun-2017 13:01

How's this for coincidence ?

I bought a Moto G5 Plus online from Noel Leeming last week. It was delivered the next day but it wasn't until today I realised they had delivered the G5 and not the plus. I called the 0800 support number who said I could go into any store and have it replaced or return it (at my expense) and they would send the correct phone out.

I drive to the local store (25 minutes away) where the manager categorically WILL NOT swap the phone. "It wont balance on my books if I take in a cheaper phone and give out a more expensive phone" and "It's not my fault" he said.

He tells me the only option is for me to drive another 45 minutes to the store which apparently sent out the phone. He could ask for one to be couriered here but it may take two days to arrive.

During this conversation I receive an email from NL asking for feedback on the purchase. I give them 1/5 and state the above. Less than 10 minutes later the store manager calls me to say he has a phone there and would I like to come back to the store. I asked why the change of decision and he said it was too complicated to explain.

So is this purely coincidence (would get my vote) or a complaint swiftly dealt with ?

richms

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#1804599 21-Jun-2017 13:03

If you are sent a wrong item and you advise them you are rejecting it, they are actually supposed to arrange collection of the wrong item.

Some retailers just dont get it. I cant wait for amazon to turn up and crap all over the abortion of customer service that seems to pass in NZ.

Richard rich.ms

mattwnz

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#1804622 21-Jun-2017 13:54

I am not sure what is up with customer service these days. Many of the sales people are quite young, and you often find that they are more interested in what is happening on their phone than providing cusomter service in store. From my experience of a few, some can also be quite patronising and rude these days. So I wonder if it a generational thing. I haven't found that though with older ones, say over 40.

mattwnz

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#1804631 21-Jun-2017 14:03

nzkiwiman:

I complained to Huawei NZ via Facebook about advertised specs on their phones that didn't actually match what was in the phone.

I was pointed to the NZ website for the specs, which confirmed that the specs should be in the phone ..

They went silent on me ...

Today I have checked the website again and found that all traces of the specs I was enquiring about have been removed from the website.

I have found that sort of problem before. You inform them of an error, they correct it, but they don't bother to thank you for notifying them. Very poor.

mattwnz

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#1804634 21-Jun-2017 14:04

allstarnz:

as a slight aside, I do know of one large global brand does have a product which scans social media for any mention of their brands or associated products, then logs all these. More used as a 'heatmap' or pulse on things for quantitative analysis, as opposed to a customer service channel.

Quite a few companies do that. Some will have a big screen which will display them as they come in.

Senecio

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#1804751 21-Jun-2017 16:49

On a positive note

A member of an on-line forum that I frequented in Ireland was planning his wedding. He had bought a 1st gen Mazda MX-5 for the wedding photos as both he and his fiancé were into MX-5s. A week before the wedding and his pride and joy was stolen from his driveway. He came onto the forum to have a big rant which was brought to the attention of Mazda, Ireland via Twitter by another forum member. The local dealer contacted him and provided not just 1 but 3 current gen MX-5s for the entire bridal party. They also had a French dealer meet him at the airport with another MX-5 to use during his honeymoon in the south of France.

tdgeek

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#1804793 21-Jun-2017 18:52

mattwnz:

I am not sure what is up with customer service these days. Many of the sales people are quite young, and you often find that they are more interested in what is happening on their phone than providing cusomter service in store. From my experience of a few, some can also be quite patronising and rude these days. So I wonder if it a generational thing. I haven't found that though with older ones, say over 40.

Thats a great point. But, at the end of the day, the company they work for needs to drive behaviour. They can do that do to get excellent customer service, or they can aim for lowest cost. Its up to us, as customers to say, "not happy, I can get better service, and also pay a little more elsewhere, I will go elsewhere"

tdgeek

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#1804799 21-Jun-2017 18:57

Senecio:

On a positive note

A member of an on-line forum that I frequented in Ireland was planning his wedding. He had bought a 1st gen Mazda MX-5 for the wedding photos as both he and his fiancé were into MX-5s. A week before the wedding and his pride and joy was stolen from his driveway. He came onto the forum to have a big rant which was brought to the attention of Mazda, Ireland via Twitter by another forum member. The local dealer contacted him and provided not just 1 but 3 current gen MX-5s for the entire bridal party. They also had a French dealer meet him at the airport with another MX-5 to use during his honeymoon in the south of France.

Awesome.

At our wedding in 2008, our near new Accord suffered an accident. A 4WD rear ended my wife as she was gathering supplies. (The beers and wine in the boot were ok)

Honda NZ, where we bought the car from a month before, loaned us a brand new Accord for the wedding car replacement. While that does not guarantee that we will buy Honda forever, that, and the service we have had since, goes a heck of a long way.

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