Sometimes I am told by customer service representatives that xyz is not possible because "the system will not allow it". Is it really the system's fault?
Answers (6)
Kevin H
Educational Technology at Concordia University
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There are so many systems working simultaneously.
- The policies system: The rep can't do it because it's above his/her authority.
- The technical system: ....because it's not possible with the interface, screen, permissions, access codes, billback numbers, PO, etc.
- The CSR system: ..because the rep is told not to fulfill this request for a variety of reasons ("give an inch..", "start a trend..", etc.)
- The legal reason: ..could be the basis of one of the above, or on its own.
- The external system: ...some institutions are governed by federal, state, city laws that require or prohibit fulfilling requests (mailing handguns, sending alcohol to certain states, etc)
- The euphemism: ....you just asked for something that may have been odd, silly, stupid, harmful to yourself and others, and the CSR is using diplomacy rather than honesty. (yes, it happens!)
Vijai S
Independent Advisor in Marketing, Corporate Communication, Procurement, Project Management
Hi Peter,
Most systems are built in levels or layers. We could also refer to them as hierarchies.. In case an element is 'not allowed' at a certain level, there will be some level above where the same element will be 'allowed'. Depending upon how critical your factor xyz is, you can always expect an 'allowed' response at the appropriate hierarchical level in any organisation. The posibility of getting an 'allowed' response increases as you travel up through the hierarchies, in view of more freedom in decision-making at these levels as compared to the lower levels.
I hope this helps.
Vijai Singh
Deb K
Founding Partner at Small Business Survival Series
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Yes, it is the "system's" fault...the entire system, including management. I believe that if you adopt a real model of customer service, you train customer service reps correctly and give them the authority and flexibility to truly serve; you turn that "can't" into "can" by allowing them to offer a solution on the spot. The problem is service is almost passe' and in some companies, they look at good service as a liability (read: expense), rather than what it should be, an asset (read: happy client.)
Links:
Ajay M
Senior Manager - Branch Head
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Hello Peter,
I think your question would go wasted here under this sub-category of "Customer Service", and you would be better off asking such 'user-related' questions under the sub-category of "Using LinkedIn", in order for you to get a better response rate.
This 'Customer Service' area does not denote the customer service of Linkedin.com, but instead the field/business/industry/profession/industry/occupation of customer service or customer satisfaction.
You could also look at contacting the LinkedIn customer service directly to seek support/troubleshooting... Go to the Customer Service link at the end of any LI site page and you'll reach your target there.
Have a nice day !
Thanks & regards,
Ajay Merchant.
Al M
Computer Professional in IBM Midrange
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I agree with Kevin, but add to his list.
There's what services the company has invested in, or not, for the customer service work force.
If it is believed that only one or two customers want XYZ and it costs $10k to implement, then management might decide thery would rather lose the one or two customers than lose the $ 10k.
There's turn over training in what can be done with the software, and organization of manuals, tech support, documentation. This may or may not be at the finger tips of the person you talking to.
Do you want to wait 20 minutes while they look up in the documentation to figure out how to do XYZ? Do you want to wait 3 hours while the person calls management for permission to call tech support, then calls tech support to walk them through how to do XYZ?
Isn't it much easier for the person to say "the system won't allow it" than hear that "I don't know how to do that".?
Security is usually setup to grant people access to authorized functions, then their job responsibilities evolve, meaning they need additional security access, but they, or their bosses, may be slow to inform computer services ... Hey, this person's security needs to be upgraded to give them permission to do XYZ.
Charles K
"Big Picture" Thinker/Leader with extensive Versatility, Expertise, and Professionalism
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The answer is definitely "no"...it is not ALWAYS the system's fault. In fact, I submit to you that it is RARELY the system's fault, but rather a People or (non-hardware/software) Process issue. In my experience, I have yet to find such an instance to be entirely the fault of "the system." Even if the system will not physically allow a certain function/keystroke/action due to edits and controls put in place to prevent that action (whether intentionally or unintentionally), I have seen and experienced enough to know that if your request is reasonable or justified, where there is a will, there is a way. The fault really lies in either the CSR (or their supervisor, or the supervisor's supervisor, and so on) either 1) not caring or wanting to jump through the hoops necessary to get it done, and/or 2) not knowing that certain hoops CAN be jumped through to get it done. CSR's usually handle just under (or over) a hundred phone calls a day depending on the industry...they are not really set up to handle unusual exceptions (the classic HBR "process to serve" versus "process to order" case studies), but rather more frequently asked questions that fall within common rules and guidelines they have been trained to follow. However, if you get to the right person that really LISTENS to you, UNDERSTANDS what you are asking for and why, understands that it is REASONABLE and JUSTIFIED, and understands how to NAVIGATE the system, you will be surprised at what can actually be done.
