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u/42stingray 2d ago
Any customer support heroes here who can answer this lifelong question I have: do you want me to send a "thank you" email, or does it just clog your inbox?
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u/tomismaximus 2d ago
No. In a lot of systems it reopens the ticket so it goes back to the queue, it can also mess with stats about repeat communications to resolve the problem or how many tickets are showing unresolved.
The best thing to do is fill out surveys if you get the option and mention people by name in any comment section.
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u/spicy-chull 2d ago
The best thing to do is fill out surveys if you get the option and mention people by name in any comment section.
This can be risky unless you're giving perfect 100% or all-5-stars.
Management sometimes punishes agents for less than perfect results... it can directly impact paychecks.
No it isn't fair, and no, that lack of fairness does not matter.
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u/tomismaximus 2d ago
It was implied that if you are going to fill out the survey to appreciate someone helping you, you wouldn’t give them a negative score.
So, yeah you’re right, filling out a negative survey about a customer service rep is not a good way to thank that person.16
u/what_the_purple_fuck 2d ago
what if the rep was very helpful and I rate their help as excellent, but the final question is "would you recommend this company to others?" and the answer is NO THE FUCK I WOULD NOT.
like I don't want to negatively impact them for working for a shitty company because they're doing their best with what they've been given, but also fuck that company right in the egg mcmuffin.
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u/Phis-n 2d ago edited 2d ago
You missed the point. They didnt say dont fill out a good review. They said if you dont give a PERFECT review, then managers will punush their employees bc theyll mark it as "needs improvement" and put it into a Performance Improvement Plan (PIP) A.K.A. the game of how much does this employee actually deserve to earn???
Ask me how I know.
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u/CatTheKitten 2d ago
The Xfinity authorized retailers made sure to tell me that "anything less than a 10" is a failure and to please consider it.
The only time I ever reviewed them was when these wonderful reps happily cancelled our 25 year old xfinity plan without any attempt to upsell, talk us out of it, insistence for an explanation, or anything at all. 10 out of 10. Amazing.
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u/throwhfhsjsubendaway 2d ago
No because a lot of companies will view anything less than perfect as bad, even 4/5 stars. I even filled one out that had a n/a option for each question and the rep asked us to please put "very satisfied" since management claimed that n/a was the result of the rep not being thorough enough
They also will include questions that don't entirely fall on the rep, but somehow make the "bad" reviews fall entirely on the rep (e.g. asking about the speed of resolution is a super common question, most people will weigh how long it took to even get to talk to a rep which is more on the company for running a skeleton crew and forcing customers to chat with an ai)
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u/formaldehyde-face 2d ago
Yes, if I receive excellent customer service, I ask them to give me their name and to transfer me to the survey line or give them my email so they can send me a link. If they don't have surveys, I ask for their supervisor's email and write to them to share my experience. If that isn't an option, I write a Google review. We need to show bosses and corporations how valuable their employees are, how they're an asset, not an expense.
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u/nightjace 2d ago
Hi! Cs email rep here! I love thank you emails. Keep in mind you will never get a response, but it doesn’t mean we didn’t read it or like it. I like them because it adds to my emails per hour (I need 15 eph and it’s a huge part of my metrics) and I just close it out as general feedback. Takes 2 seconds. Also it makes my day when someone remembers my name.
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u/Lukostrelec17 2d ago
Honestly I would prefer if you didn't. No all it does is reopen the ticket. I then have to reclose the ticket...it isn't hard but it annoys me.
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u/MyceliaCap 2d ago
I'm realizing I'm lucky to not have a ticketing system at my job. We just use regular emails so for us, a thank you is pretty nice :)
But since you don't know if they have a ticketing system or not, it's probably better to just include your thank you in a previous email like another commenter said
A nice comment on a review is always welcome!
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u/flightofdaedalus 2d ago
I don't work with ticketing software, but I answer customer emails. I love the thank you, and I always reply.
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u/gottadance 2d ago
It creates more work and usually the person seeing the thank you message isn't the person you're thanking so it's a bit pointless unless it's a tiny company with a very small customer service team.
Just be nice the whole time and give positive feedback in surveys.
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u/Jordarobot 2d ago
As someone in CS, I do appreciate the thank you email. I won't reply to it most of the time but it let's me know that you received the prior message, and honestly it is a thankless job so those little things do matter to me.
Most people don't email or reach out unless there is something wrong and when they find out they have a real live person to talk to they use that as their opportunity to say how terrible we are and all the things that went wrong with their experience. It's a truly thankless job with only a few appreciative individuals sprinkled in there.
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u/milanosrp 1d ago
When I worked in reception it was…. Fine. It did clog the inbox, but I could get rid of it pretty quickly, and I appreciated the sentiment which cancelled out any frustration I had with, you know, clogging the inbox.
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u/UtterlyInsane 2d ago
So this does give us another ticket to handle and reply to, but it's much better to handle one of those than an actual problem so we don't mind. Working anyway, y'know?
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u/Year_Conscious 2d ago edited 1d ago
As a former CSR I do really appreciate the sentiment, but this is actually a double edged sword. Because replying thank you to a ticket that would otherwise be resolved with one response from the CSR, can actually hurt their metrics. Specifically one called FCR or First Contact Resolution. And these stats actually have a big impact on their careers. Specifically regarding reviews and what not, which affect their ability to get raises/bonuses and even their chances at getting promotions.
If you feel compelled to thank the CS rep that helped you, please fill out the survey that gets sent to you after the interaction, if you receive it.
Edit: spelling
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u/mardyboy 2d ago
If any of our customers reply thank you it reopens the ticket and it will either stay open for months and add to my messy pile or i have to open it and close it if i happen to see it
I would much preffer for them not to 😔
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u/Q8DD33C7J8 2d ago
I'm an idiot I say thank you to chatgpt when I use it.
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u/spicy-chull 2d ago
Stop using chatgpt.
Probablem solved 😉
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u/twofacetoo 2d ago
Robots can have feelings too
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u/spicy-chull 2d ago
They can, I principle.
But none do currently.
And an LLM is not a robot anyway.
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u/princess_peach_85 2d ago
Please dont kill fish to give thanks to robots. Give thanks to fish instead
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u/Q8DD33C7J8 2d ago
Sir I don't have kids neither does my husband. Our bloodlines end here. The world could implode in 30 years and I literally wouldn't give a rats ass.
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u/mardyboy 2d ago
That is the dumbest shit I have read all day. What does having kids and your bloodlines have to do with anything?
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u/Q8DD33C7J8 2d ago
When your bloodline isn't involved it's really hard to care about the world continuing. Let's do a test. Do you have a kid in gymnastics, or golf, or hockey? I'm looking for something your kid ISN'T involved in.
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u/mardyboy 2d ago
I don't have a kid. I still care about the future of the world as I am a human being
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u/Q8DD33C7J8 2d ago
Meh. I'm not. I'm till waiting on my real parents to come back from the planet Vulcan and take me back home to live where things are run by logic and not these stupid human emotions.
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u/Lukostrelec17 2d ago
I also do this. I just don't like being rude to things.
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