I've been informed, via work, that I must put together a report of what would improve customer satisfaction and the customer experience.
Obviously I have my own ideas, none of which upper management really enjoys. But I would love to get opinions form other users.
Now, I realize that XDA may not be the best place to ask. Most of us know how to resolve our own issues, and when having to visit a device support center just want the phone exchanged, quick and clean. With that being said, try and make your suggestions geared towards if you didn't know your device, or if it was for an electronic gadget you didn't know, or what your friends and family have expressed.
Please be as detailed as possible. It would be nice to see specific requests and what consumers specifically want to see. Do you want in depth answer? Do you just want your problems solved? What nuances would make the experiences better, ex- coffee in the lobby, types of magazines, interactions, children's play areas, etc...
How much time would you be willing for a transaction, keeping in mind we have to troubleshoot the issue. What would be acceptable and what wouldn't be. Do you prefer someone that jokes around, or someone that doesn't.
Any very specific details as to what YOU would want to see, how you want people to act, what information you want to be given and what you don't. If you want, go ahead and write a novel for your preferred customer service interaction experience with in depth details.
Any help would be appreciated.
what type of experience are you tailoring too? as in you want us to write about good customer service, but towards what? cosemetics? doctor appointments? computer repairs?
im kind of confused.
as for me, i like customer service to be the best it can be. Fun savy people who know how to keep a conversation while able to in depth tell me what is the problem with the device and how to fix it. Magazines at table near by with a few good reads is generally a good idea. Giving the customer a time fence of when they should expect repairs to be done is also good along with the company calling the customer themselves to tell them everything is done.
I'm actually gearing the info more towards a cell phone warranty/troubleshooting center. Trying to keep it as generic as possible. But looking for outside opinions to gear my reports on. Something outside of my ideas that I am able to present data with. I'm asking opinions frame multiple places. But ultimately the customer experience is what I'm after. And making sure customers happy and taken care of within reason, while resolving device issues.
Sent from my HTC Desire HD using XDA Premium App
Related
I posted this in the forums general category but got one response. I'm looking for more detailed responses, so I figured I would ask my Inspire owning piers. I am trying to collect data from a wide variety of places, not just here. Furthermore, if anyone (or mod) feels this is inappropriate please let me know and I will PM a moderater requesting they remove this thread.
I've been informed, via work, that I must put together a report of what would improve customer satisfaction and the customer experience.
Obviously I have my own ideas, none of which upper management really enjoys. But I would love to get opinions form other users.
Now, I realize that XDA may not be the best place to ask. Most of us know how to resolve our own issues, and when having to visit a device support center just want the phone exchanged, quick and clean. With that being said, try and make your suggestions geared towards if you didn't know your device, or if it was for an electronic gadget you didn't know, or what your friends and family have expressed.
Please be as detailed as possible. It would be nice to see specific requests and what consumers specifically want to see. Do you want in depth answer? Do you just want your problems solved? What nuances would make the experiences better, ex- coffee in the lobby, types of magazines, interactions, children's play areas, etc...
How much time would you be willing for a transaction, keeping in mind we have to troubleshoot the issue. What would be acceptable and what wouldn't be. Do you prefer someone that jokes around, or someone that doesn't.
Any very specific details as to what YOU would want to see, how you want people to act, what information you want to be given and what you don't. If you want, go ahead and write a novel for your preferred customer service interaction experience with in depth details.
Any help would be appreciated.
Well I might be speaking for myself, but some one reading a script and telling me to do things I have already done is quite annoying and tends to anger me more then help the problem. Transferring someone to a higher echelon of support quicker would be nice.
Also if the customer is unhappy with a phone, I don't think you should have to report the same problem 3 times, I would easily just by out my contract and go to another company.
Just my 2 cents.
I thank you for the feedback. Getting aspect at this point is slow moving across every avenue of research.
Your exact reasoning is why I try my hardest to keep users away from call lines. They frustrate me to no end.
Dear XDA members,
Please can you help me to unlock my iphone 5 from fido canadian carier because I don't have money right now and it's so high in the market online or stores is about 125 Dollars. I wanna to give it to my fiancee that I love so much as a birthday gift. Please please help help me as soon as possible. Thank you very much in advance and looking forward to hear from you soon.
Best regards,
¸
Mouahed
Montreal
Moandro said:
Dear XDA members,
Please can you help me to unlock my iphone 5 from fido canadian carier because I don't have money right now and it's so high in the market online or stores is about 125 Dollars. I wanna to give it to my fiancee that I love so much as a birthday gift. Please please help help me as soon as possible. Thank you very much in advance and looking forward to hear from you soon.
Best regards,
¸
Le IMEI number : :good:
Mouahed
Montreal
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Click to collapse
Take off ur imei number immediately. No one should know it
Sent from my SGH-T999 using xda premium
okey thank you, but can you please help me with issue.
Moandro said:
okey thank you, but can you please help me with issue.
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Click to collapse
This site is not for Crapple products. Try using Google to search or our sister site at http://iphone-developers.com/
There is lots of website available on the internet, just Google it. Pick the best site where you can resolve your problem.
@brookeaidan - Not to trole you or anything but I noticed a pattern forming of telling people to just google it. Though its a good suggestion to use google, I'm not saying write pages or something, just be a bit more helpful if your going to post help. Maybe post a link to a google search for them (not everyone is a wiz a google) because this is hard to get into (unlocking or hacking or rooting) the first time but once someone gets a win it's all good for the most part from there on.
I would suggest;
1. example Google search the following or to help resolve the questions in this here thread:
"Iphone"+"unlock" how to similar:xda
Or
"Iphone"+"unbrick" how to similar:iphone-developers
2. If you've got some knowledge to drop or experience to share its a good idea to post it so that the original poster can benefit and all future readers. For example:
When I had to unlock my first phone I first read up on the legalities, the how to(s) and then picked the best rout of action... at that time it was not illegal in the nation I resided and most of the how to(s) where way over my head (at that time) so I found that adding "solved" to the search queries pulled one up on "how to unlock your phone with help from service provider" in that guide it went over the steps of escalating a call without burning bridges and the legitimate reasons that you can give a service provider to assist you with unlocking a device.
Example of escalating the call
Service provider turns a request down
Respond something like
"That's ok <insert name> I won't waist your time further, can you please connect to your supervisor"
When supervisor answers, this is usually after the person you've just talked to has shared some words about you to their supervisor, so be polite but firm with the first person you talked to they'll likely also try to turn you down as well. Don't get impatient here, instead re-state your wishes completely, pause long enough that the supervisor can "grunt" that they've herd you but not long enough that they can interrupt you until you've finished everything that you need to say, if they do interrupt say something like
"I respect your time <insert name> and I need you to listen because this is very important <continue statement>"
When you're telling your story some things to keep in mind; don't lie, don't raze your voice (tention in the voice works far better), know that the first 2 or 3 people you talk to may not have the knowledge or the ability to do what you want so treat it like an adventure
Now for the reasons why a service provider might be cool enough to help you;
~ A family or business emergency, vacation, or trip is taking you out of your provider's coverage without incurring steep roaming charges wile your abroad.
This was the one that worked for me at least and was suggested by others. Make it sound like it could happen soon and let them know that you love your device and your service and don't want to have to leave them just to get a phone that'll work over seas because you love your phone (remember )... most people get it by then and are more apt to be on your side about connecting you to the department that handles unlocking.
So to recap
~ polite but firm and prepared to repeat yourself
~ request to be connected to the person(s) or department that can resolve your issue
~ use the persons name and the names of the persons to talked to before
~ treat it like an adventure
Doing so ensures
~ the person you are talking to is willing to help
~ prevents you from getting turned down and hung up on
~ let's them know that you will remember them, this is powerful when used correctly
~ by being up beet with company represinitives on the phone you can make them really eager to please. Note though; not to be to chatty or friendly as this will drag things out.
Some additional notes about unlocking devices:
I've unlocked many phones (no iphones yet) and two with the above method before doing it with guides and USB and programs or exploits on other devices. Both routs are tedious at times but if you take notes and are persistent you'll find a method that works in either rout.
In all companies the least secure and most flexibility/leverage can be found in the call centers, as a customer it's a good idea to know how to get your moneys worth out of 'em so perhaps look up social engineering (The Art of Deception was an entertaining read) or NLP (Darin Brown can be found on Youtube and it's good for a laugh too. Tools like that when used to get what you want as a customer can make life far quicker and easier even if your not out to exploit something but instead have a legitimate concern. I'm not saying that you should become some kind of mind master but instead take a look at the key concepts and apply them to actively construct a conversation that leads to your goal. After playing round with both ways of unlocking I can say getting a service provider to do it for you is kinda more fun, ya get to make peoples days a bit more interesting (such as when ya get a talker that then clams up because the realize that the conversation is recorded on their end and they've just said... something...) and not stare into a PC screen but instead kick your feet up and let them handle it.
If you go with option 1 and find a guide and unlock your device at home do be sure your not going to get stuck with some kind of fine for breaking a law and be sure to look up guides on how to unbrick and or recover from boot loop; bricks and boot loops happen, knowing how to solve it before it happens makes things so much quicker.
If you go with option 2 be sure to not cancel or suspend your contract or otherwise alter your contract (such as adding international roaming, they tried that one a few times on me, just said "no, thanks though" and moved on) because such things are not needed And if they suggest it then; let them know that you will make contact just before traveling and that "this" call is to ensure that the next rep you talk to has only those steps left to do and that "this" call is to get all the time and technical intensive things out of the way so that you and the next rep are not scrableing to get it done that day. They may suggest all sorts of other solutions, like a pre-paid phone, this is where you loving your phone or needing something on it for business to work comes into play. If one level of supervisor doesn't cut it go higher. And if you're transfered more than twice and had to repeat yourself more than that then on the next transfer ask to be directly connected or to have the person that is trasfering you to stay on the line to help explain why your being trasfered to the new person; this makes it so that you are using duble the resources of the company and most of them know it, so getting you quickly trasfered and the issue explained becomes a priority to the first person you talked to and the second person your about to talk to is being put at ease because someone from their company is explaining things to them before you do (prepping the target) these two forces combined cause you to become viewed as within their circle and leads to them wanting to work with you more rather than just push you down the line. Like I said though don't go lieing to your service provider but know that there are ligit reasons you may have to require your service provider do this.
As with all things you see on the web use at own risk
And happy hacking, whether it be on humans or what they make.
Sent from either my SPH-D700 or myTouch3Gs
Debian Kit/QEMU Linux Install guide for all android devices that I'm writing:
http://forum.xda-developers.com/showthread.php?t=2240397
Now have working Installers for ARM Java 7 JDK + Maptools + jMonkey
Sorry, but there isn't a lot of iPhone development on xda and sooner or later this thread is going to see some heavy anti-iPhone trolling. So thread closed, and please try a website that is specialized for iPhones....like this one: http://iphone-developers.com/
Hey, I'm new to this forum so if I'm posting this question in the wrong section, go easy on me. So I have 3 extremely good ideas for mobile apps and I don't know what to do with them. I'm not an app developer or programmer, I don't have capital to pay other developers and programmers to put these apps into motion and I'm not sure what steps I could take to get these ideas off the ground. I have a feeling some people will say, that's nice, but without any of the things I listed in the previous sentence, it'll be just a pipe dream and until I have capital, I'd be better off to forget about my ideas. So I'm here to see if maybe there is a place to go or how to find the right people to talk to about giving out ideas and getting a small percentage from the apps success.
All three ideas are related to business operations and one, in my opinion would be easier to develop than the other two, and as far as I know, there isn't any apps right now that do what my idea for the 3 apps would be doing. I could teach myself how to develop the apps but that would take years and by then, they may already be developed by someone else. I will vaguely describe the 3 ideas as one would grab information from GPS locations to gather information from the user and would be extremely beneficial to any private or public sector's finances. The second one would use a persons location and SIRI. The third would mainly use location and video/audio.
Is there a website people with ideas can go to and send the idea to whoever there with clear terms mentioned before submission of how the ideas are dealt with so that the idea holder gets some recognition or stake in the idea development and then passes on the idea to a company that will make good use out of it. If there isn't anything like that, a website similar to that would also be a good idea. Businesses need to constantly evolve and come up with new ways to attract and retain customers, and my ideas would benefit business operations by saving time, minimizing costs, and staying ahead of the game by taking advantage of new technology.
Even if my app ideas don't come to fruition, I'm still happy that I came up with them and can come up with more, because without new ideas this world would be a sad and boring place to live.
Any feedback is greatly appreciated! Thanks for your time and help in advance!
OK I know there are two obvious and immediate answers to this question. First design it yourself, second try your luck on the app development forums.
Unfortunately my design and programming skills are non existent and as I am doing a full time biophysics PHD, my time is severely limited. Second I had a look through the app development forum and that place is so deserted you can practically hear the tumbleweed blowing through it.
I know every man and his dog probably thinks they have a great app idea, but my idea truly is great and I believe it may have vast commercial potential. It should be relatively easy to persuade a commercial company - or several large commercial companies to adopt it, because it fulfils a genuine need that currently isn't being met and it offers the potential to save businesses extremely large sums of money. Moreover there are a large number of areas within commerce to which the technology could be adapted.
At the very least there's no harm in an experienced app developer hearing me out. I know I might get some silly responses here, like tell us your idea and we'll tell you if its good or not. But clearly that isn't going to happen. Everything would be above board and strictly legal and would require anyone taking part to sign a full IPP confidentiality contract and/or an NDA.
So, by chance that there might be someone out there with significant proven experience in both programming for mobile devices and app design and if maybe someone might be interested in making a few million please feel free to contact George on [email protected]
PS
For logistical and practical reasons I would be most interested in speaking to anyone from the UK, although dependant on experience I may be willing to consider someone from further afield.
Hello? More tumbleweed it seems ...
So, a bit of a backstory. I'm part of a parenting group who does work with the local school system. They help lower income families and such, and during the remote learning part of COVID they were responsible for giving out tablets and hot spots to allow children without the means to remotely learn. Well now that remote learning is over they had surplus tablets and hotspots and because my fiancée and I are in a parenting group/education class we were entered in a raffle sponsored by them. We won tablets. Tab A 10.1 Wi-Fi tabs. Nice as hell. They came loaded with a Knox configuration for a company for early education called HATCH. Inc. It uses an app called IGNITE!. The security profile locks the wallpaper, and a few other things that are obviously centered around the school stuff. Well, a lot is unlocked also, but I'm concerned about my privacy and inability to upgrade and/or install apps of my discretion. I reached out to the head company several times for them to unlock it. I opened the developers options and was able to enable USB debugging as well as OEM unlock to unlock the bootloader. It had the option readily available. Since then, I have tried EVERYTHING to uninstall this security profile by flashing custom ROMs and everything. I've googled several dozen hours and have installed drivers, .tar recovery files, apps, Odin, flashers, rooters, romers, holy relics, mantras, novels, movies, self-help magazines, you freaking name it I've done it. I also have yet to find a clear, DEFINED set of instructions for my SPECIFIC model of tablet, and the firmware downloads are questionable. Please, PLEASE freaking God above, PLEASE, one of you android gurus help me! I can't get up with the company to remove it because they don't return calls or emails, and I can't find any real help online. This is so freaking aggravating. I OWN THIS TABLET. IT IS MY PROPERTY. Someone, help me disable this Knox crap, so I can use my tablet at my discretion. Please.
That's quit a story...
Indeed. Quite the story and quite the debacle. Most definitely one of the most annoying things that I've dealt with in a long while.
nundril said:
Indeed. Quite the story and quite the debacle. Most definitely one of the most annoying things that I've dealt with in a long while.
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Try to stick to just the pertinent facts especially with issues like this. The axion the longer the story the bigger the lie applies to my former statement. You didn't snap on me so I'll give you the benefit of doubt.
You won't like the answer but the easiest way is to get the IT department to delete the work profile. Not much of a prize if they don't. Some face to face encounters might motivate them better. Rub it it in if you have to, and don't take no for an answer. May take multiple people, trips, letters, whatever, climb the ladder to the top of that administrative chain if needed.
Consider it a lesson in assertiveness, you can never get too much of this type of training and it's free.
Otherwise the solutions you see in the Google searches are what's available.
Understandable. As of now I've just stuck to emails and phone calls. The head office is located about an hour and a half from my location so a ride to them for me and my fiancee tablets to work might be worth it. Appreciate the response and the honesty, I just figured I would explain the situation because I've seen so many times where a situation could've been handled had it been explained in greater detail. Just trying to convey the whole situation to an audience with zero knowledge of me or the situation as to hopefully reach someone with the knowledge to help, that's all.
Knox is a true pain. I avoid using it as much as possible because of the trouble it can cause.
XDA gets at times 1 request a day to bypass FRP lockouts. Some of those are stolen devices.
My dead mother's, friend's, etc. , I forgot it, it was like this when I bought it, my professor assigned us to hack it; the list is endless. Most are first post new members.
Of course some are innocent victims that got caught up in the machine as it were. Best advice is to return to vendor/do a charge back or get the unlock code from the last owner.
Rock simple stupid works the best.
If you're in the right the satisfaction of getting it resolved outweighs the time spent. I'm one of the few people who has gotten a refund check from Sony... it took dozens of calls. It was worth it in satisfaction alone
Do you think that calling Samsung customer support would make something shake? I mean considering we are legitimate owners, of which the instructors of our parenting class (who are employees of the early education place who distributed the tablets) are happy to attest to. I talked to them and they said to email or call and they would verify ownership and the details of the raffle etc etc to whomever reached out to them. If Hatch. Inc won't answer my calls perhaps Samsung might be able to help? Just trying to gather info at this point.
nundril said:
Do you think that calling Samsung customer support would make something shake? I mean considering we are legitimate owners, of which the instructors of our parenting class (who are employees of the early education place who distributed the tablets) are happy to attest to. I talked to them and they said to email or call and they would verify ownership and the details of the raffle etc etc to whomever reached out to them. If Hatch. Inc won't answer my calls perhaps Samsung might be able to help? Just trying to gather info at this point.
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Click to collapse
You can try, Samsung customer support is notoriously horrible. Replacing the mobo would fix it. There maybe less drastic ways to resolve it.
The source of your dilemma are your benefactors not ensuring the gifts were properly decommissioned. They should see their mistake is rectified if they are sincere. Actions have consequences... even if by omission.