Interesting article! It mentions a "tipping point?" for American consumers by and large. But I wonder if threads like this will contribute to a "tipping point" for PCGS and its customer service. Despite my current aversion, I think they have done some wonderful things. I use their tools and information daily and I esteem their holders, as many of us do. It's a shame, then, that they don't seem to esteem me for my (tiny) part in the perpetuation of this erstwhile virtuous cycle.
@braddick said:
Would you prefer to be placed and perpetual hold?
What is PCGS to do with unexpected high volume of incoming calls?
And, before you state, "hire more phone operators" keep in mind the issue you came upon probably isn't a constant.
When every day is a "high volume of calls" then they need to hire more staff so that "high call volume" days are not every day. When every day is a "high volume" day then that is the new "normal volume" and they should be staffed for that level.
Here's a perfect example. You get your grading results and spot an immediate error that they made. You'd like to notify them so they can fix it before they can ship it out. Except it's often 50/50 or less that you'll actually be able to contact them in time before it leaves the building because you can't get anyone on the phone and email responses take more than a day. Pathetic.
Comments
Interesting article! It mentions a "tipping point?" for American consumers by and large. But I wonder if threads like this will contribute to a "tipping point" for PCGS and its customer service. Despite my current aversion, I think they have done some wonderful things. I use their tools and information daily and I esteem their holders, as many of us do. It's a shame, then, that they don't seem to esteem me for my (tiny) part in the perpetuation of this erstwhile virtuous cycle.
My hobby website Groovycoins.com, new and improved!
When every day is a "high volume of calls" then they need to hire more staff so that "high call volume" days are not every day. When every day is a "high volume" day then that is the new "normal volume" and they should be staffed for that level.
Here's a perfect example. You get your grading results and spot an immediate error that they made. You'd like to notify them so they can fix it before they can ship it out. Except it's often 50/50 or less that you'll actually be able to contact them in time before it leaves the building because you can't get anyone on the phone and email responses take more than a day. Pathetic.