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Pawprints1986
Town Hero / Héro de la Ville

Re: Introducing "Customer Support Agent"

How were people able to fake the moderator title before ? No one is able to pick their titles (town hero, etc) so how would that work? 🤔

ShawnC13
Oracle

Re: Introducing "Customer Support Agent"


@Pawprints1986 wrote:

How were people able to fake the moderator title before ? No one is able to pick their titles (town hero, etc) so how would that work? 🤔


@Pawprints1986, the would have names like PM_Moderator or PM_Mod that sort of username


I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click the Chat bubble in the bottom right to create a trouble ticket *

fdrcamb519
Deputy Mayor / Adjoint au Maire

Re: Introducing "Customer Support Agent"

Looking forward to it 

LeePublic
Great Citizen / Super Citoyen

Re: Introducing "Customer Support Agent"

This is a interesting development, as Public used to always refer to Moderators, but as CSA It makes it more customer service oriented.

SparkleHeart82
Good Citizen / Bon Citoyen

Re: Introducing "Customer Support Agent"

I really like the new name change! Rock on 🤘 PM!!!!!!

mitchnet12
Good Citizen / Bon Citoyen

Re: Introducing "Customer Support Agent"

Now that the name has been updated, I would suggest that the policy of the time frame for open (and unresolved) cases be reviewed. I have had an ongoing service issue for over a week, along with customers with other carriers, and the only follow up that I am getting is to respond every day to keep the ticket open, or it will be closed within 24 hours. This policy appears to be a hindrance to agents who genuinely wish to follow up, and see that the problem is addressed.

pm-smayer97
Mayor / Maire

Re: Introducing "Customer Support Agent"


@mitchnet12 wrote:

Now that the name has been updated, I would suggest that the policy of the time frame for open (and unresolved) cases be reviewed. I have had an ongoing service issue for over a week, along with customers with other carriers, and the only follow up that I am getting is to respond every day to keep the ticket open, or it will be closed within 24 hours. This policy appears to be a hindrance to agents who genuinely wish to follow up, and see that the problem is addressed.


Yes, there are several policies about open tickets that seriously need review. To add to the above, the verification process, where if a ticket is open more than 5 days or you are following up a previous issue where there is a ticket # assigned, you have to be re-verified...

 

and the time it takes to get verified takes too long... first, the time to receive the verification request, then the time for a CSA to follow up after initial verification.... can literally add days if timing is off...

 

The energy spent on what to call the agents comes across as misguided and misplaced priorities.

barndoor
Model Citizen / Citoyen Modèle

Re: Introducing "Customer Support Agent"

Just  curious, does  PM have an ombudsman that can be contacted  if an issue seems to not be dealt with in a timely fashion ?  Or is the CCTS the only other option ? 

darlicious
Mayor / Maire

Re: Introducing "Customer Support Agent"

@barndoor 

Depending on the issue but for the most part a customer can private  message Jade_ to ask for a resolution and/or escalate the issue. Ultimately if her intervention or direction to the customer support team is not satisfactory there is anbescalatkons department with pm that seeks resolutions to avoid the need to contact the CCTS. It's a pretty effective department if the unhappy customer knows how to properly escalate their issue thru the pm service model.

 

The vast majority of CCTS destination complaints are settled by pm as well as the ones that go thru the BBB. These along with the ones redirected by the CCTS back to 9pm only arrive on their books because the unhappy customer usually has not grasped the concept of an online only support model and cannot function with a mobile provider they can't call for customer support.

 

Edit: 

I have read many of them and despite having no obligation to issue refunds pm almost always will if the customer has not used the services provided.....purely on good will and karma!

 

The polar opposite of Robbers/bad dog/non-stop talk mobile provider family....

mitchnet12
Good Citizen / Bon Citoyen

Re: Introducing "Customer Support Agent"

I have been considering CCTS for the service issue in my area. I had received a text message about it just the other day. A sudden rise in dropped calls is widespread issue affecting many customers across many banners in my area. We're in a flat rural area with few trees, with excellent coverage. There is one tower in a central location to help with weaker coverage.

 

A technician followed up after my prior post with a call and text message. I'm not sure if they were a field technician. When I mentioned that there could be a tower issue, and shared a pinned map, they suggested sharing the details with CSA, which had already been done.

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