Lack of empathy

Hello @Tobcute,

I understand how frustrating that can in regards to your busy life, so let's see what we can do to help.

When you were asked to reschedule your technician appointment, did you already do so? And if so, for what date?

Please let us know. 

Mihai AT&T Community Specialist

I rescheduled for the 15th between 12:00 and 4:00. I can't believe that there is no back up for when someone calls out. This will be the second time I had to rearrange my schedule.

They don't want techs sitting around doing nothing. And a lot of people prefer to take care of upgrades or repairs during the more pleasant months. So it is unfortunate that they were completely booked up for so long.

 

One thing that can be done, is if you log into your account at www.directv.com and go into "My Orders" you can see if an earlier appointment is available and if so to reschedule. Not a guarantee a tech will be available earlier, just an easy access to reschedule if an earlier one becomes open.

 

I wouldn't call it a lack of empathy. They cannot make a tech appear out of nowhere, so if one or multiple calls out (sick, family emergency, etc.) and they don't have any others available for that timeslot, the best they can do is schedule you for the next one available.

 

@Tobcute,

 

We're sorry about this experience! We're always looking to improve, so we appreciate the feedback! Please let us know how the tech visit goes on the 15th!

 

Rury, AT&T Community Specialist

It is most definitely a lack of empathy when the person who called me to inform me that I had to reschedule never apologized for the inconvenience. Not once!

Also, it's about being better prepared for the possible. Such as having techs on call when other techs call out so that the customers are not inconvenienced. People get sick that I understand but causing a preventable inconvenience to a paying customer I cannot understand.

We appreciate your feedback, @Tobcute.

We are constantly working to improve customer experience. Your thoughts are not unheard and we appreciate your honesty. We ask that you will reach out to us once the technician has visited your home so we can ensure all is well. Hope to talk to you then.

 

Ariel, AT&T Community Specialist

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@Tobcute wrote:
It is most definitely a lack of empathy when the person who called me to inform me that I had to reschedule never apologized for the inconvenience. Not once!

Also, it's about being better prepared for the possible. Such as having techs on call when other techs call out so that the customers are not inconvenienced. People get sick that I understand but causing a preventable inconvenience to a paying customer I cannot understand.

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Being better prepared is a reasonable expectation. Unfortunately there is not a guarantee that backup techs will always exist, possibly because they are all assigned to pick up the extra workload already. Just the reality of the situation that sometimes they can be fully booked.

 

Companies would prefer that you get called with a situation like this that the employee says something to the effect of an apology or empathy. Since it doesn't change the situation and most times the employee is not personally responsible, just providing the needed information, I find it unnecessary. I just expect that they are polite and civil about it.

Apart of being in the customer service field is being empathic, whether it's your fault or not. When someone calls me to reschedule an appointment that has been set up for over a week, at minimum, I expect an apology for the inconvience. That's standard in any position that is held at any company. The person giving the apology is not accepting fault but acknowledging the inconvenience that the reschedule has caused the customer. Perhaps the lack of empathy from your company is my fault. I will just lower my customer service expectations when dealing with your company. Perhaps you will meet the mark them.

It is not my company any more than it is yours. I am a customer as well, not an employee.

 

You may want an apology from the agent, but I would not. Not the agent's fault and it does not change the situation. I just expect them to be polite about the news and working within reason to help fix the situation, or at least find the most reasonable option available. I would prefer agent skip passed the empathy and apology (which many do only at request from company even if it is a false state for the agent) and just work with me to take care of my account.

 

Just providing an alternate perspective. You and I have different opinions on what we want from an employee.