Listen. Please Listen. Please, Please Listen
Working in a call center gives me a unique view of human nature. I have heard much and developed many theories about human nature. Some of these are based on things that really get on my nerves. Call them pet peeves. When they happen over and over throughout a long day's worth of calls, it's all one can do not to ask the callers to not do that one thing that makes you crazy. When I discuss these peeves with co-workers, they confirm the annoyance.
In an effort to improve communication in a society that is dependent on customer service 800 numbers, I would like to explain some of the issues that are a frustration to my colleges and I. You might just get a warmer reception when you need assistance with a complex issue by avoiding the triggers that cause our frustration.
The first issue I would like to discuss is the phone call equivalent of a first impression. Upon receiving a beep in my headset to announce a call, I launch into my opening.
"Thank you for calling (phone company) Sales Support. My name is Tina. May I have the mobile number we'll be working with today?"
There are only a couple of relevant answers to my question. Either providing the phone number as I have requested, or a statement letting me know there is not a phone number. Something like, "I have the account number" or "This is a new activation" is an acceptable, logical answer.
Unfortunately, many, many times each day, I get an answer like;
"I'm calling about my bill" - which I can't see until I have your phone number.
or "I'm the store rep" - since you call a special hot line for retail stores, I assume that you are a retail salesperson.
or "I'm Jose from Radio Shack in (insert name of mall, insert city)" - Oh, yeah. I've heard of your rinky-dink mall in your hick town. And I care, too.
or "Let me explain what's going on first" - if I can't see the account, this info is useless. If you let me look up the account, 9 time in 10 I could tell you what the problem is in less time than your convoluted tale.
or (a personal favorite) "I was just on with another care rep and they didn't know what they were doing" - my radar is up. It's likely that the caller doesn't know what they are doing or are trying to pull a scam. Thanks for letting me know that upfront. Plus, you just insulted someone I, very likely, know and work with.
The root of this problem is that the caller is too wrapped up what they have to say to LISTEN to what the person they called has to say. It's Communication 101. If I know you are listening to me, I'm going to have a more positive feeling toward you. This may or may not get you a better result, but it certainly will make the call a more pleasant experience for both parties.
I am less frustrated when I get the occasional consumer who's either calling from the store phone or has been given the number to call from home. Like I always say (it's not nice), I expect consumers to be difficult, ignorant, and insulting. Any better behavior from a customer is a bonus. Not to say that most customer are belligerent, but I don't hold it against the one's that are that way. In fact, most customers are a pleasure to work with and so grateful when you solve their problem.
As for my dear retail reps, they call us multiply times a day. I except professional and friendly from them. They know, or should, exactly what we say at the beginning of each and every call.
My recommendation for the calling public is this: when you call anywhere, please listen to what the agent says when they answer. Answer their question, as asked. Or politely explain why that question is not relevant to your situation, then allow your care rep to ask another question.
You'll get better, faster, friendlier service if you allow us to take control of the situation. After all, if you could fix it yourself, would you have called me?
I feel your pain. I worked in a call center for 2.5 years. While it was a different kind of call center, I had to deal with similar problems. In fact in amazed me how similar since you work in a more support center, and i was in a message center. People really dont listen all around i guess. I cant tell you how many time i would answer "Labor ready message center, this is amy speaking. The ---- branch is unavailable. How can i help you" followed immediately by "Yea -insert every single female name, expect mine- this is Jose (or whatever) from -----." "i'm sorry sir, this is amy from the MESSAGE CENTER. I am not in the blah blah branch, they are unavailable. Did you want to leave them a message?"
Followed usually by "AH ok -insert someone else's name again- is (insert names of branch staff they know) available for me to speak with."
"No sir, this is the MESSAGE center, do you want to leave the manger a MESSAGE."
i didnt yell message, though somedays i wanted to, but i learned to draw out the word a bit, and usually what it took for them to get the idea.
It gets annoying quick, especially when 90% of your phone calls in a 9 hour period are just like that, over and over again.
I think when i am a teacher, i will do my part and find ways to incorporate Communication into my curriculum. It takes little effort to peal your ears and listen to someone else, and saves alot of trouble
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I totally agree that we are a culture of poor listeners. I think teaching little kids those skills will be a great benefit to them. My idea in writing about these things is to bring them to light with my readers, so maybe they can become better communicators. Maybe some of them will even call Sprint someday and pay attention.
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Sadly, the very people who need to read this post are the same ones who probably don't have the patience to read your advice - and that's a shame!
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Don't I know it. I hope none of my readers or friends are such self-centered morons. More likely, my friends who work with the public will feel a tiny bit vindicated that they are not alone in the frustrations.
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