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#Post#: 14856--------------------------------------------------
Re: Call center workers!
By: Nikko-chan Date: September 29, 2018, 6:31 pm
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[quote author=STiG link=topic=701.msg14447#msg14447
date=1537800210]
Works both ways, though. There are some call center workers who
really should find another line of work.
I got one the other day that was so perky and cheerful, even
after I expressed the issue I was having, that was just so
annoying that it made me even more angry.
[/quote]
For what its worth, we have to be perky and cheerful lest we
lose our jobs. Though I can still be pleasant yet still
sympathise. Perhaps the agent was new.
#Post#: 14870--------------------------------------------------
Re: Call center workers!
By: STiG Date: September 29, 2018, 10:28 pm
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You can be pleasant without being saccharine sweet, though. I'm
calling in because I'm having issues with my service; you
weren't actually able to help me and then you 'hope you have a
wonderful day!' in a sing song voice. Ummmm... I'm not going
to have a wonderful day because I'm still having the damn
problem with my service! It was really annoying.
'I'm sorry I couldn't help you. Hope the rest of your day
improves.' would be a whole lot better.
#Post#: 14872--------------------------------------------------
Re: Call center workers!
By: Nikko-chan Date: September 30, 2018, 12:35 am
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[quote author=STiG link=topic=701.msg14870#msg14870
date=1538278105]
You can be pleasant without being saccharine sweet, though. I'm
calling in because I'm having issues with my service; you
weren't actually able to help me and then you 'hope you have a
wonderful day!' in a sing song voice. Ummmm... I'm not going
to have a wonderful day because I'm still having the damn
problem with my service! It was really annoying.
'I'm sorry I couldn't help you. Hope the rest of your day
improves.' would be a whole lot better.
[/quote]
Yeah true. Mine would be more like *in customer service voice*
"I'm sorry I couldn't help you but I am going to transfer you to
someone who can, okay? Please wait while I transfer you and have
a great rest of your day." -transfers caller-
#Post#: 14883--------------------------------------------------
Re: Call center workers!
By: Rose Red Date: September 30, 2018, 8:08 am
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Most customer service workers are taught policy and computer
programs, but most are not taught how to *talk* to people,
except that we can't talk back or hang up on abuse, and only
transfer to a supervisor only as a last resort (when the
customer demands at least three times).* The only thing that
accomplishes is making the customer more frustrated and mad.
It's no wonder there is such high turnover in this job even
though the pay can be pretty good.
* There are companies that are exception to these practices, of
course.
#Post#: 14964--------------------------------------------------
Re: Call center workers!
By: DaDancingPsych Date: October 1, 2018, 10:29 am
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[quote author=Reika link=topic=701.msg14787#msg14787
date=1538177724]
[quote author=DaDancingPsych link=topic=701.msg14734#msg14734
date=1538145763]
Yellers are a different story. I am struggling to imagine a
situation where it would be considered acceptable to yell at a
call center worker. Telling me that you have to get verbal
permission from the account holder to speak with me? Nope... not
an acceptable reason.
[/quote]
From too many years in retail and call centers, the yellers
either don't consider us people or so far below them that
courtesy doesn't matter to them. At least that was my takeaway
from it considering the terms they addressed me with.
[/quote]
I wish I could say that I disagree with you, but you are
probably right. It saddens me, but I have seen it, too. Dealing
with people can really stink! Maybe I am not helping and workers
find me annoying, but I try to be the opposite. Even if I am
frustrated, I try to treat the person respectfully. I try to
take on the "help the worker help me" attitude. Besides, my
mother taught me that you get more flies with sugar than
vinegar, so hopefully my kindness wins me a few moments when a
worker goes the extra mile to help me!
#Post#: 14986--------------------------------------------------
Re: Call center workers!
By: Soop Date: October 1, 2018, 12:48 pm
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[quote author=DaDancingPsych link=topic=701.msg14964#msg14964
date=1538407741]
I wish I could say that I disagree with you, but you are
probably right. It saddens me, but I have seen it, too. Dealing
with people can really stink! Maybe I am not helping and workers
find me annoying, but I try to be the opposite. Even if I am
frustrated, I try to treat the person respectfully. I try to
take on the "help the worker help me" attitude. Besides, my
mother taught me that you get more flies with sugar than
vinegar, so hopefully my kindness wins me a few moments when a
worker goes the extra mile to help me!
[/quote]
Yup, I recently was on the phone for almost an hour to deal with
my wireless package. I had recently upgraded my phone and also
needed something with more data (for my niece who is on my plan
with my SIL & BIL). The sales guy failed to tell me the whole
story of how much the cost was going to change. Started in
billing, transferred to customer retention and then to retention
manager. The last guy got me a great deal for the next 2 years.
My co-worker in the next cubicle said, "I couldn't hear the
details of what you were saying, but you were really polite". No
use yelling at any of them. Each level has certain offers they
can make and it took getting to a manager to get someone with
enough authority to give me a better deal.
#Post#: 15053--------------------------------------------------
Re: Call center workers!
By: MOM21SON Date: October 1, 2018, 9:13 pm
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My big issue at this time is that I am required to read so many
disclosures and the other half that is listening in stops me to
ask a question and I had no idea they were even there! I have to
stop, introduce myself, state the call is being recorded, ask
their name, thank them and start at the very beginning.
I am met with groans and moans and "how stupid! I've been
listening the whole time!" And honestly, 9 times out of 10, it
is the wife/husband that isn't even on the account that starts
the nastiness.
I am very polite and understanding but I really bite my tongue
some days. And trust me, I have worked with many call center
reps that should never even have been hired.
#Post#: 15334--------------------------------------------------
Re: Call center workers!
By: Twik Date: October 4, 2018, 8:52 am
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Elderly people are a problem. I remember once trying to set up
telephone banking with my mother, which involved talking on the
phone to a rep. My mother, who had decided to stress out over
this, insisted I had to speak to the very nice young man on the
phone because she "couldn't understand his accent," placing me
in a *literal* game of Telephone between the two.
Finally, to everyone's relief, we gave up. Next day we went into
the branch in town and did it in person. Mom was *much* calmer
dealing with someone face to face.
#Post#: 15442--------------------------------------------------
Re: Call center workers!
By: gramma dishes Date: October 5, 2018, 10:39 am
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Let me just say here and now that elderly people are not a
problem. Or at least we don't want to think of ourselves that
way. :D
Actually though, I think you did a very wise thing by taking
your Mom to the local bank branch. We don't want to get older
people to a point where they're too willing to share banking
information with some "nice young man" who is calling from Scams
Are Us.
#Post#: 15638--------------------------------------------------
Re: Call center workers!
By: Lkdrymom Date: October 8, 2018, 11:01 am
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[quote author=DaDancingPsych link=topic=701.msg14677#msg14677
date=1538060685]
[quote author=Rose Red link=topic=701.msg14488#msg14488
date=1537826011]
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
[/quote]
I feel for the caller in this situation. No, you should NOT
break the law, but sometimes someone is calling on their behalf
in the attempt to make things go more smoothly. My dad is hard
of hearing, so if I or mom make the call things tend to go
better. My aunt is a wonderful and harmless flake. If I or mom
make the call, the agent's day will be much less confusing! ;D
I get it. When you tell me that you need to speak with dad or
aunt, I can pass the phone on. When possible, I really
appreciate when the agent tells me that I can continue if I get
the correct person on the phone to give permission. This allows
me to explain to dad/aunt why they are jumping on the call and
again... makes things sooo much easier! :)
[/quote]
My father is 91 and cannot hear and at times is not all there.
It is very frustrating when a company will not talk to me even
though I have POA. I had to conference call my father and a
bank 5 times before he could get his old address correct so they
could verify who he was. There was no way he could have made
the call himself and dealt with the issue, so how is anything
supposed to gt done if a family member can't call.
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