Working customer service could be so much easier if these simple rules for etiquette were followed: 1) For the customer: The CSR who you are talking to didnt create the problem your calling about. 75% of the time its your fault and 25% of the time its the companys fault. Also, people who work in call centers receive VERY adequate training, however, just as in every job, not everyone retains that training, just because something doesnt sound right to you, doesnt mean the CSR is an idiot, inbred or any other word you can think up. Also, trying to intimidate a CSR by yelling at them and cursing will get you NOWHERE. CSRs will be more willing to go over and beyond for a caller who is nice to them. 2) For the CSR: Even though this is the 50th straight call that day youve taken from people who just dont get it, the person calling is legitimately upset at the situation that was probably created by themselves or some other CSR that doesnt care about their job as much as you do (for those who have worked in a call center - you know they exist EVERYWHERE). It is your job to maintain a calm, peaceful, demeanor regardless of how irate the caller is. Be the solution, dont perpetuate the problem.
Posted on: Sat, 25 Jan 2014 18:42:36 +0000
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