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thingstodo · 02-27-2005, 06:52 AM

I can certainly empathize with you. I'm not in a call center but have managed a smaller version years ago before call centers became centralized. I do, however, take calls from upset customers when they don't get satisfaction from previous conversations. As a result - and as a customer - I have a few rules for call center people:

1. The customer on the other end of the line has probably had to wait through an obscene number of voice mail prmpts and putting their home for number in the system over and over again. And they're calling in the first place because they need to get something done. Remember how hard they had to work to actually speak with a person.

2. They know you don't run the company and are just following the rules you are given. Unfortunately, you are the first person they have to deal with - when they can actually get through to a person.

3. Listen. To everything. Make sure you can make them feel like you truely do understand their situation.

4. Don't patronize, humiliate or belittle. Use a little r-e-s-p-e-c-t. No matter how much they screwed up, you are the only one that can help. And if they didn't understand something about the contract it was probably the result of over-promising on the part of your company's sales person who was only interested in getting a sale.

5. If they ask for a supervisor, it just may be that they want to get through to someone who may be in a position of authority and they don't want to go off on you if you aren't in a position to help. In many cases they are atually showing you a little respect!

If I call with what I feel is a legitimate complaint and it doesn't fit with your guidelines, I want to go up the management chain. I also write down names. The process doesn't end until I write the last letter - with the details of everything I have done previously to resolve the issue - to the chairman of the company. I've rarely had to go that far before someone in a decision making position used their brains instead of inflexible rules. And on the odd few times that that hasn't worked, I have never sone business with that company again - and I certainly tell everyone my story to everyone I come in contact with.

I think the respect thing is a two way street and I just want to get through tosomeone that can help!

02-27-2005, 06:52 AM	#13 (permalink)
thingstodo A Storm Is Coming Location: The Great White North	I can certainly empathize with you. I'm not in a call center but have managed a smaller version years ago before call centers became centralized. I do, however, take calls from upset customers when they don't get satisfaction from previous conversations. As a result - and as a customer - I have a few rules for call center people: 1. The customer on the other end of the line has probably had to wait through an obscene number of voice mail prmpts and putting their home for number in the system over and over again. And they're calling in the first place because they need to get something done. Remember how hard they had to work to actually speak with a person. 2. They know you don't run the company and are just following the rules you are given. Unfortunately, you are the first person they have to deal with - when they can actually get through to a person. 3. Listen. To everything. Make sure you can make them feel like you truely do understand their situation. 4. Don't patronize, humiliate or belittle. Use a little r-e-s-p-e-c-t. No matter how much they screwed up, you are the only one that can help. And if they didn't understand something about the contract it was probably the result of over-promising on the part of your company's sales person who was only interested in getting a sale. 5. If they ask for a supervisor, it just may be that they want to get through to someone who may be in a position of authority and they don't want to go off on you if you aren't in a position to help. In many cases they are atually showing you a little respect! If I call with what I feel is a legitimate complaint and it doesn't fit with your guidelines, I want to go up the management chain. I also write down names. The process doesn't end until I write the last letter - with the details of everything I have done previously to resolve the issue - to the chairman of the company. I've rarely had to go that far before someone in a decision making position used their brains instead of inflexible rules. And on the odd few times that that hasn't worked, I have never sone business with that company again - and I certainly tell everyone my story to everyone I come in contact with. I think the respect thing is a two way street and I just want to get through tosomeone that can help! __________________ If you're wringing your hands you can't roll up your shirt sleeves. Stangers have the best candy.