12-26-2023, 11:42 PM
(12-24-2023, 06:40 PM)Byto r Wrote:Wow..Bytor.were you part of the conversation? You speak like you witnessed it and then.make a huge jump to criticis me. Knowing the conversation is recorded, and knowing i am taking this further up the chain i was actually very polite with the customer rep. I acknowledged many times to her that i understand she is the receiving end of.my frustration and didn't design the system. My frustration was with management or a supervisor not being present to take over the conversation to attempt to mitigate the situation.(12-24-2023, 03:48 AM)dtkvictim Wrote: I'm going to hazard a guess that you work in some sort of engineering related profession, and not anything product or customer related,
I have many years of experience in frontline technical support in addition to my other IT experience of a more engineering bent.
(12-24-2023, 03:48 AM)dtkvictim Wrote: because this post sounds like how the majority of my coworkers think. Yes, we understand how it works and why it works that way (but the general public at larger never will). Yes, once you understand there is a potential 48 hour delay it's not terribly stifling and can be worked around.
But for at least the last decade people think of a "payment cards" of any kind as an instantaneous and usable anywhere. I'd wager over 80% of the population doesn't know and doesn't care to know that payment terminals in shops are internet connected, and so the thought that payment terminals on busses aren't connected but would need to be isn't a logical train of thought for them. Today it's even expected for mobile/popup shops, food trucks, etc. to accept credit and debit payments backed by mobile connections, and most cash only places obviously take a hit.
If you build a product that goes against consumer expectations for technical reasons, that's fine, but you need to be sympathetic to the position you've put your customer in. Have some humility and shame, not anger towards the confused customer (and customer service should reflect that, short of accepting abuse whether verbal or of the system).
You're assuming that I expect people to know. I don't.
I do expect people to be willing to accept some trivial amount education so they can avoid the same problem again. And the explanation I have as to how it works was very abbreviated
and definitely not technical in any way.
I do expect people to treat customer service reps fairly, which RainRider22 did not, by their own words. Hence the YTA judgement. I mean, they think that their call to GRT customer service was an encounter with "GRT management", but is was really just them bullying a CS rep.
I am a father who was trying to help his daughter out with a.situation from a distance.. Perhaps you could try and see things through a different lense..wow..