The most irritating customer service
I just had the most irritating experience with customer service trying to place an order for Skinn. Every time I gave her the number, she started talking over me and tried to sell me something more in the line. At one point I had to tell her NO I only want to buy what I am telling you. But she kept on to the point I almost hung up. I repeated my order back to make sure she got it right. Where does HSN get these people?
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Moderator- 2 months ago
We apologize for the negative experience with your phone order. Your feedback will be passed along.
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Are you sure you were talking to a human being? Some of the AI chatbots are pretty convincing.
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This rep needs a lot more training. What a total turnoff. Upselling is going to lose phone customers or is that maybe the point!
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I always go to the site and order online. It is easier and you jump ahead of the line of those waiting on the phone.
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I didn’t know people still ordered by telephone.
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Upselling is an artform in itself. The really good CSRs who are successful at it are those who actually KNOW the products and are familiar with how they are used with other products. They also know when to STOP trying to sell. Sounds like your CSR had no clue how to upsell, and was doing the “throw everything at the wall and see what sticks, and talk over the customer until you wear them down” technique, which HARDLY EVER works.
That is a long time QVC selling technique (ShopHQ did it too). It’s a shame HSN reps are now being gauged on their upselling too.
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Qurate now not HSN
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@gemfx true, but they are still separate companies with one corporation. Qurate is incorporating the worst of QVC’s business practices into HSN. It’s a shame, because the the CS practices, while not perfect (some returns, we see you) were one of the things that made HSN stand out from and ahead of QVC.
QVC has always made it incredibly difficult to return things. They’ve always been so nasty to deal with if you return too much (those “we have dropped you” letters come fast and furious – no matter that the hosts say “return it for another size/color or any other reason within 30 days, no questions asked, easy peasy” yeah….no). Now they are ruining the things that made HSN stand out as superior to the Q. It stinks.
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Its QVC and their metrics. the agents must upsell with each call in order to keep their jobs.
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2 months ago
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