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Step Out From Behind The Counter


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    Written by Sarah Little, Secret Shopping Maven.

    After working in and around our call center for 3 years, I have gained some insight into the call center mood. Before understanding a little bit about call centers, I thought the person I talked to on the phone was the beginning and the end of the business they represented. I was unsure of how to approach these representatives with the various questions I had about my credit card or cell phone.
    Today I had to call my auto loan lender. The payment we sent last month has still not been received so I wanted to fix the problem ASAP. (I knew better than using the mail. From now on I’ll do it online.) My husband had called last week and was treated rudely; when he asked to speak to a supervisor he was hung up on. I couldn’t believe it!
    So I called this morning. I set out in my mind to be calm and pleasant, but I was prepared to be stern and demand some help if I needed to. When the representative answered I explained the problem clearly and asked her very simply, “How can we fix this problem and avoid additional fees?” Fortunately I reached a very cooperative woman who wanted to help. She explained the process of things to me, and I was able to resolve the issue on the phone with no added fees.
    I’m sure she is the type of person who remains calm and tries to give the best service she can in spite of a customer’s attitude. But I know that if a customer is being pleasant and friendly to the rep, they will be more likely to exercise some of that ‘wiggle’ room they have and help me out.

    So my advice to anyone who has to call their credit card company, cell phone, loan company, etc., whether the center you’re calling is across the country or the world, is to keep a smile in your voice and ask them what they can do to help the situation. Try to avoid becoming the tyrant caller and you’ll get much better service.

    As customers, we must also extend a friendly attitude. While it is the duty of businesses to be courteous, we as customers and fellow customer service professionals should return the favor. Everyone knows not to make the waitress preparing your food mad, and the same rule should follow with your other services. Especially those handling your finances!

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    Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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