reactions

Nowadays I have to hand it to some people who complain about the customer service they receive from different companies.  Most of the complaints they give out are that;

1. the representative didn’t know what they were talking about
2. the representative didn’t know what service was about
3. the representative didn’t care about him/her
4. the company didn’t give a damn about their plight

Those are just the most common ones.  There are other, more colorful complaints out there, of course.  I’m not discounting that fact.

I work in a contact center operation dealing with customer service for particular types of financial accounts.  We hear all sorts of stories.  Plus this particular account makes us all feel the severity of the crisis affecting the US of A, and believe me, we know and we feel your plight, ladies and gents.

Another thing I’d like to say is that we do know what we’re about and what we’re talking about.  Not just because it’s our business to know.  We know and we care.  We do our best to ensure that every single customer gets what they need.  Not necessarily what they want.  (You do know there’s a difference, right?)

Everyday, as our representatives are talking to customers they are thinking, “how can I make sure this customer doesn’t get left behind?”  It’s true.  Sometimes it’s just difficult to do because the customer himself or herself insists on something and screams or shouts at the hapless representative whose reaction is now, “waaah, how do I get rid of this guy quick?”

If you treat the person on the phone like a real person, trust me, you’ll always get what you need and want.  Try it today.  See where it will get you.

information, customer, service, relationships, reactions, people

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