When You Call a Customer Service Center

[reneeb7363 10+ year member]

pssst.... boom boom boy... ever thought of dialing 0 when the automated system starts...most systems, if you hit zero three times in a row it takes you right ot an operator.... ta-da...no waiting

on voice systems just say Operator...works the same

de-escalation training...umm, ya, sort of.... a rant is a rant but it shouldnt last more than a minute...if it gets to that point you have lost the call and you might as well give them the farm... keep the customer on task, gain a partnership, and proffessionaly address the isue, if they continue to treat the rep like crap, become a brick wall... (believe that was mentioned earlier?) it happens...

a better word is Empathy...

 

[WhoSayWho? 5,000+ posts]

I agree with Renee on this one. Most CS reps have no clue as to what they are doing and just want to end the call quickly so they can return to the interweb.

 

[MikeofTulsa Moderator]

http://www.netglearning.com is a site we use for that sort of training. lots of useful info if u have a u/n and pw

 

[Flipx99 5,000+ posts]

It isn't as bad as face to face when someone threatens to cut my tires or slit my throat because a casheir overcharged them and I am trying as fast as I can to correct it.

 

[domeski 10+ year member]

It isn't as bad as face to face when someone threatens to cut my tires or slit my throat because a casheir overcharged them and I am trying as fast as I can to correct it.

What he said. Not sure what its like over the phone, but face to face is wack. Had a customer spit in my coworkers face, that can't happen over the phone...

 

[MikeofTulsa Moderator]

did you know that is considered assult with a bodily waste

 

[BoomBoomBoy 10+ year member]

a better word is Empathy...

No I think sensitivity was just the word I was looking for. Check definition #3:

http://dictionary.reference.com/browse/sensitive

 

[Blazin_Jason 10+ year member]

The crappiest job I've had was CS for MCI, yet it was so dam entertaining. I was never angry or rude with even the nastiest of customers. Being overly empathetic and slightly sarcastic would deffinitely piss them off more than getting mad would.

 

[Chevillac 5,000+ posts]

I used to hate talking to Dell. And now my mom has to talk to HP. heh.

at least comcast outsources to canada. they just say aboot.

 

[bigbangtheory 5,000+ posts]

Since I, and a few others, work in call centers I thought I would share with all of you how to get what you want. Please feel free to include your tips and tricks. I have been in the industry for a total of 6 years now. Started in a credit card company, moved to mobile phones, then I am now in trucking services (not dispatch). Here are a few pointers that will help you get what you are calling for.
1) Yes, we know something is wrong and you are probably upset about it. DON’T take that out on the associate that is helping you, they are your advocate and are there to HELP you resolve the reason you called in. I know, we are the Company to you, but yelling and calling us names = bad call for you.

2) The associates are trained in what they can or cannot do. Some may be new at the job and if they sound like they haven’t a clue what they are doing, hang up and call back, or ask to speak with someone else (another associate, supervisor, manager). It is your right to be treated fairly and with all available resources.

3) If you want something, you have to ask for it, we can’t read your mind and we don’t have to tell you EVERYTHING that is available. Your job is to research the problem, issue, CONTRACT, web site, and then ask us if you have any questions. BTW, it is our responsibility to try and up-sell a service or feature to you so simmer down and let us do our job.

4) “A smile on your face is a smile on your voice.” Yes, it sounds stupid, but it is true. We are told this all the time in customer service. If a customer would use the same rule they may find the associate is much more pleasant to speak with and will actually be more interested in helping you.

5) Get to the point. We only want to know what the real problem is. Don’t go on about how it has affected you and your precious life and how terrible my company is. Think about it. If we say we can’t do something, that’s it. Every call is possibly monitored. Our talk times, hold times, transfers, and other criteria are constantly scrutinized. I thank you for trusting the intimate details of your life with me…but you aren’t helping wither one of us.

6) I am not a robot. You are speaking to a real human being. I have a life, a family, friends, peers…. and emotions. I may be having a bad day too, but I should be professional enough you don’t know that. You set the tone of the call when you open your mouth. Make it a good one. You will be much happier with the results.

Just reading this made me want to pick up my phone and hang it up!!!!

//content.invisioncic.com/y282845/emoticons/tongue.gif.6130eb82179565f6db8d26d6001dcd24.gif

I just try and talk to them calm and if I cant understand them, I ask if I can be transfered tp someone else. Sometimes it takes a while though. //content.invisioncic.com/y282845/emoticons/frown.gif.a3531fa0534503350665a1e957861287.gif

 

[ThomasG 5,000+ posts]

Im an agent for qwest I set up ppl's DSL, Directv, Cell phones, home lines etc...

And when i get an angry person holy shit it takes so much longer to get things done.

And Also there have been some agents who have added things to a persons account for being a dick (very stupid and against the law). I have never done that but i just wouldnt be mean to ppl who have access to all my account information

So all in all just try to be patient and if you truly get a stupid person just ask for the supervisor they will help you out just fine.

 

[domeski 10+ year member]

did you know that is considered assult with a bodily waste

Well, the whole thing escalated from there, my coworker couldn't keep his cool, I don't know of many that would after being spit on, and pushed the guy and made him fall and leave. Coworker got fired, all this over some 69 cent bowls the guy used and didn't like.

 

[reneeb7363 10+ year member]

No I think sensitivity was just the word I was looking for. Check definition #3:
http://dictionary.reference.com/browse/sensitive

3)- having acute mental or emotional sensibility; aware of and responsive to the feelings of others.

I agree with a LOT of that statement, BUT, in the industry they teach you to empathize.

def: The intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.

Empathy is a state of understanding the customer point of view but not becoming emotionally involved. With Empathy you say Phrases like, "I understand you are frustrated, I would be too." or "If that happened to me I would probably be upset as well."

When you do so, you are attempting to gain the customers confidence and building a proffesional relationship so you can get right to the problem and address the issue.

(fyi: --so you don't think I am spewing random nonsense-- I have taken mngmnt/training courses as part of my employ, and I would travel for My Company and train others around the country in our other call centers, as well as my own.)