Don't forget that you are not speaking to some big shot who attends the board meetings and makes the decisions. Instead, you have someone in an entry level position with like 9 million bozo bosses above them!
Yes!! The person that answers the phone is a human. If you scream or fuss at them, they might be angry. If you tell them they are nice to them, they will want to help you more and not less.
A call center worker spends their day watching bosses and vice presidents hide behind desks and in offices as they listen to the phone calls secretly! The last thing they want to do is take a call! If you speak with a rep in a call center, remember that they are the person who is vulnerable and stuck with you! Please, be kind!
The person you are speaking with may have a late mortgage, a row home, a small apartment or a project home. They might live in a gutter or a bad part of town where the crime is. Don't expect them to go crazy helping you so that they can see those late bills and crack heads walking the streets when they get home and remember that it is time to find a better job anyway!
Ok, so you are angry or frustrated and you want to chew an ear out. The person you are speaking with can't do anything. They can't snap their fingers and fix problems! They can't go to the CEO and change policies. I don't even think that they can even do anything besides say please, sir, mam, sorry and have a nice day! Just don't expect them to do the impossible!
You list is right on and well stated.h5
Thanks for sharing.
I used to work in a call center. LOL What a job... H5
select one here...