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Ancestry Support Survey
Guess what? I received an email back from Ancestry Support this afternoon. It was a SURVEY to see what I thought of how they'd done in helping resolve my issue! My thoughts, of course were, why thank you ever so much for asking and for providing the opportunity to give constructive feedback! Here ya go!
"First, you're sending this email prior to my issue being resolved. So, what could you have done better? How about actually addressing my issue! Second, TRAIN your front line employees to answer questions and when they don't know, they need to be truthful and escalate the issue, not make up an "answer" which people who have knowledge of how things are supposed to work will know is a "fake" answer. Third, have people available for all types of questions...some can tell people how to set up their account, start a tree, etc., but if you're offering DNA testing, you need people who can actually answer questions about the files and those people need to be available to talk to your customers. They shouldn't be tucked away into a room or building and not accessible to anyone, not even your presumed "managers" who, themselves are clueless and actually think saying that they don't get that many questions about "X" so they don't need to know anything about it and it is okay for them to "guess" at what the problem "might" be! REALLY???!!! I worked in a call center for Property and Casualty insurance and had to be LICENSED to talk to people. Your employees should at the very least be taught terminology for genealogy and genetics and know what they should and shouldn't try to address!"
I tried to keep my "cool" and had to end it there or that would have gone straigh out the door. LOL. Have you heard anything?
Originally posted by aprilmcg123
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"First, you're sending this email prior to my issue being resolved. So, what could you have done better? How about actually addressing my issue! Second, TRAIN your front line employees to answer questions and when they don't know, they need to be truthful and escalate the issue, not make up an "answer" which people who have knowledge of how things are supposed to work will know is a "fake" answer. Third, have people available for all types of questions...some can tell people how to set up their account, start a tree, etc., but if you're offering DNA testing, you need people who can actually answer questions about the files and those people need to be available to talk to your customers. They shouldn't be tucked away into a room or building and not accessible to anyone, not even your presumed "managers" who, themselves are clueless and actually think saying that they don't get that many questions about "X" so they don't need to know anything about it and it is okay for them to "guess" at what the problem "might" be! REALLY???!!! I worked in a call center for Property and Casualty insurance and had to be LICENSED to talk to people. Your employees should at the very least be taught terminology for genealogy and genetics and know what they should and shouldn't try to address!"
I tried to keep my "cool" and had to end it there or that would have gone straigh out the door. LOL. Have you heard anything?
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