Weekly Chat - First timer

[downunder-61]

Well, interesting but very confused and disillusion at the reply to my last question, as it is on the boards for all to see, I hope I don't get into trouble posting it here >

@downunder-61 wrote:

Also wondering if the quality of CS agents will be addressed.

So much misinformation and incorrect advice resulting  in sellers and buyers being left high and dry because 10 different agents give 10 different answers and usually none of them correct.

Surely someone knows enough about how eBay actually works, to properly train some staff for each country

eBay operates in so issues can be addressed accurately.

Not a big ask, most company's consider this a standard business practice.

@downunder-61 - Across our many different lines of business, teammates do receive up-trainings and coaching on their performance as part of our operations.

If you have a specific instance where you'd like to have the contact reviewed, please start a new thread on the board appropriate to the situation (for example if the situation was about selling, please put it in the selling board), tag Tyler or Brian and provide details on when the contact took place, so we can look into it and make sure coaching is provided. 

How on earth can I possibly address this further in the hope of improvement other than to say READ the boards people, read the boards.

[creativecrisis]

I don't think you can hope for improvement. The quality of customer service has been poor for years (maybe forever?). It seems clear Ebay has made a strategic decision to not address customer service issues.

[gracieallen01]

Unfortunately, or fortunately, that is why you and most of us bother with the forums - to try and help those with questions, by providing better answers than off-shore CS provides.  It is highly doubtful that ebay is going to send trained and knowledgeable ebay employees overseas to stand watch and offer onsite, in person supervision of script reading CSRs. 

'Sides, ebay depends on experienced sellers.

[48hrs-clothing]

I share your frustration.

I have had incidents where I have acted on advice given by eBay's  customer services and asked buyer to contact eBay for clarification only to receive a message from buyer that he has contacted eBay's CS and advice given to him is completely different.

I know that advice given to me is recorded on the order therefore different advice given to buyer can only be down to one or the other agent not understanding or not applying eBay's policies.

It is possible that cultural differences play a part in CS agents advice and in my experience with the exception of one incident agents based in Ireland are absolutely great not because they agree with my take on things but when they disagree as conversation always ends with 100% satisfaction.

Can you imagine the day when eBay creates a system that promotes harmony between sellers and buyers rather that conflict.

[friskya]

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@48hrs-clothing wrote:

Can you imagine the day when eBay creates a system that promotes harmony between sellers and buyers rather that conflict.

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I'm having difficulties imagining that.

[katzrul15]

Can you imagine the day when eBay creates a system that promotes harmony between sellers and buyers rather that conflict.

No, actually, I cannot.

It is really difficult to get consistent answers. 

Not surprised they would not address in weeky chat.  Especially generalized concerns.  They read these boards, so they already know what it is posted.  

It would be nice to know when we can expect the ability to call CS direct again.  Am guessing this side of never.

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[dhbookds]

We hear alot of complaints about CS........what we don't hear is the number of calls they handle correctly (some of which sellers don't/won't accept as being correct).........they must have 1000's of CS throughout the world.  To arbitrarily say they ALL should be retrained/better trained is a generalization that is too great to be useful......

What the blues were saying is that they will certainly accept a specific case in which a CS answers incorrectly as a CS which they will get "coaching", but they can't do anything about the generalization.......

[gjs_16]

If eaby actually provided good and decent customer service the fees sellers would have to pay would double and probably triple, maybe even more, just think of how many people call CS every day with questions such as "but how do I login?" and "my PC screen is black, how do I turn it on" and "but my google, I need my google, can you help?" and on and on and on...

That's what CS deals with, most every day.

Why they can't help, that's anyone's best guess but the days of having intelligent humans who can address your issue are long gone.  The only way you're going to get that is perhaps through a small business, and speaking for myself I get tired of the ignorance too (and not so much the blatant ignorance but the apparent laziness of the people asking, who obviously can't be bothered to take a few minutes to look up the answer since it's obviously so much easier to just contact the "help" people).

That's where I am with it, I haven't called CS in ages and have no plans on so doing.

I resolve my own problems, and what I can't fix neither can CS so we're good.