HSN Needs Sensitivity Training

Hello Everyone,  I want to make sure that you all know you are welcome to post the codes and other information as long as they comply with the Community Guidelines,http://www.hsn.com/article/community-guidelines/4149, as well as the coupon restrictions (refer to the email, postcard, etc. for details). Thank you for your participation in the Community.

I think the calls are an annoying waste of time.  First of all, the callers will always praise a product.  That’s the reason they want to call in.  So, we’re not really learning anything of any value about the item.  Secondly, Hsn never allows a caller to say anything negative about a product.  As soon as that first negative thought is uttered, the caller gets cut off.  Then we have to listen to that damage control, host babble, “Oh, she ran off to buy another item!!! Ha! Ha!! She couldn’t hold on!”

Also, I can’t help but notice the fake dead smile plastered on the host’s face whenever the host is “engaged” with a caller.  The host couldn’t care less about what the caller is saying.  S/he just wants to get on with it, sell, and make the commission.

There’s also the matter of the ‘machine gun’ talker.  Viewers have to deal with listening to the caller who, no matter how aggressively nudged by a host, keeps jabbering away.

It’s a tech world now.  Hsn should do what Jewelry TV does, have the callers tweet their comments and let the hosts read the tweets.  Get rid of all of the other annoying nonsense.

They need to do away with customer call ins as far as I am concerned.Always know its going to be a call in praising the products and gushing over the host.Serves no purpose.I won’t buy or not buy due to anything a caller might say.I do a little more research than leaping because someone woo woos.

Look you either call to froth at the mouth with praise and spend money – or you are not welcome to chat.

I saw that and it was extremely rude. The caller had just lost hee husband very recently! The host did not show any empathy or offer condolences. Terrible!

The caller made one quick ”I’m sorry” statement and she then said that she had very recently lost her husband?

Perhaps a reply of ” Sorry about that. Take care of yourself and thanks for calling” would be quick, easy and  appropriate.

I think that if during the screening …  Callers were told to talk only about the products,  there would be no callers. There would be no products and there would be no network.

It’s all part of doing business with People. It is why no politician will ask for a mother’s vote, until they have kissed the babies.

As some have speculated,  the call might have been handled correctly and the sound to us was muted

Sorry..no caller/customer has the right to intrude into Iman’s personal grief under the pretense of giving a testimonial about her designs or products. The one

‘s needing sensitivity training are the people calling in and mentioning Iman’s personal losses. I was wondering how HSN would handle this sort of thing. Has anyone called in for Iman lately, do they ask you not to go there?

I saw this phone call to Iman. I also was pretty blown away thinking they had purpose fully yanked that sweet Caller off the air just for showing a little Humanity. You really should treat your customers and callers better HSN… It is all of us who make HSN as successful as it is. Dont bite the hand that feeds you HSN.

Surely HSN and Iman anticipated some callers offering their condolences to Iman and had a plan for what to do.  We might not agree with the plan but it must have been addressed prior to the presentations. 

I think each caller should be treated uniquely based on her/his own contribution to the call in.  Yes, there are lots of callers who blather on about nothing.  Even when the host advises them that they need to move on, they still inconsiderately prattle on.  I do think those people should be cut off in consideration of others and Hsn’s time restraints.  However those who wish to share something personal as a gesture of community in an appropriate and timely manner, should be allowed to make those expressions.  It’s simply an act of sharing.  Why else bother taking calls?  Consumers aren’t trained to go into sales mode.  We’re interested in sharing experiences.  Also, the vendors and hosts need to be aware of the fact that people get caught up in the moment.  Someone may not have intended to say something, but may have made an emotional split second decision to say that ‘something.’  The ordinary consumer isn’t thinking about what the vendor may or may not allow.  How would we even know?

I know Hsn hosts have been doing this for years, but it’s never too late to learn a new tack on something.  I think they could benefit from our suggestions and watching the conduct of other hosts on rival networks.

I can be a fan of something or someone but that doesn’t give me the right to be intrusive.  You can offer condolences on their media pages, but I think it is inappropriate for callers to be getting personal with hosts they do not know.  She is selling a product, she is not entertaining you.  One of the reasons I don’t like home shopping channels are the callers.  Some waffle on about nothing, others tell you about their medical history and private lives.  Few say something worthwhile.,

Agreed………There must be a better way to handle this quuestion. It’s very raw to Iman and nothing she wants to talk about now, IMHO. HSN should have a plan in place as this issue comes up and everyone knows it will. Hanging up on a caller is just plain Rude.

Watch the difference in how QVC versus HSN handles these types of calls. QVC handles these type of calls in a gracious but quick assertive (not aggressive) way that makes people feel valued. And everyone likes to feel valued. QVC will listen quickly then politely move the conversation into a positive direction & end the call. Yes, HSN & QVC are retailers out to make some cash, I totally agree with those who have spoken their mind but how many of you really if you went into a brick & mortar store & asked a question or inquired about merchandise or asked about a color, etc & were treated rudely or cut off would buy the product??????? I will tell you I would not. Common courtesy does not cost a cent. If people are properly trained in the customer service field they will know how to handle these types of calls graciously & quickly & move on to the next call or speak on their product. Without the customer purchasing the product the hosts & vendors & the camera man & everyone else wouldn’t get a paycheck. So perhaps a little training may help this situation become a win win for all.I worked in a very high level position where I had to listen to customers daily but I was trained on how to turn situations around, how to calm irate customers when they called & did my best to turn the situation at hand to a win win for all. It wasn’t always easy & I had to squeeze the stress ball at my desk a lot but I never raised my voice or treated customers rudely. I worked in the bankrupty/foreclosure department for a very well known bank so I know what it feels like to be treated rudely& I always had empathy for the person on the other end of the phone line. No, I don’t want a pat on the back, I just wish people would be more kinder the world is bad enough as it is with all the violence, hate & nastiness- smiles & kindness go a long way IMO

Maybe calling in and sharing some personal aspect of your life or giving condolences to a guest is not acceptable or proper form as some have posted.  However, didn’t we just finish a month long customer appreciation marathon where we all have been told how much they love and appreciate us personally for our years of loyalty.  Many hosts and guests tell us repeatedly that we’re like their family.

Well, I think a lot of customers feel the same way toward the HSN hosts and guests like Iman and share their feelings with them.  I see nothing wrong with that in my book.  That said, I saw the incident yesterday and it looked to me like HSN was having sound problems and did not actually cut her off intentionally.  

Let’s face it though, they are under time restaints and often callers are cut short, it happens all the time. I think they try their best to be cordial and kind and are most of the time.