Customers are always pissed the first time you speak with them. When I have to call them I do a quick first call and let them know its immediately being worked on, ask them if theres any other information that might be helpful and Ill get back to them when I know something, they are ALWAYS better to deal with on the second call.
I do this because I can always get off the first call with “Respectfully, I’m not customer service. I’m the guy who fixes the problems and the longer I’m on this call is time I’m not fixing your problem. Now I need to go and I’ll call you as soon as I have a resolution”
People just want to be taken seriously.
So yesterday, they just phoned it in.
I had that happen when I was on call once. Some guy called me at like 4am having internet problems with his laptop and I asked him like the basic troubleshooting questions and he got pissed an hung up (he had woken me up so I might have sounded bitchy but I was trying to help). Then he called back at like 11am still having problems and I got him up and running and he was like “wow thanks! the guy I talked to this morning was an asshole.”
When I worked at a spanish electric company callcenter, I had a client that called and after to discuss their energy plan and he just started in an excruciatingly fast paced rant about Pedro Sanchez while on my mind I was like “bruh I’m not even from Spain”, after that and helping him with his inquiry, he called me “too professional for this company”, again I was on my mind “thanks you but you ruined my median call time”.
Didn’t lasted that long in that callcenter, but that was one of the most bizarre interactions I had.
I have a very feminine voice, and my customer service voice is even higher. In person though I look very masculine. So I get people complaining that the lady they talked to on the phone didn’t know as much as I do all the time. I am the lady on the phone.
I’d call them out every single time. I worked in food service/customer service (yay I can totally clean the kitchen, take orders, deliver orders, work the front desk and phones, process payments, fix mixups and upset customers, order necessary kitchen supplies/ingredients, and be the only one there in the evening for when it gets robbed, noooo problem!) and honey, they didn’t pay me even a fraction of what I needed to give a fuck. It was in a very affluent city in the states and I swear, the people on the poor side were much better decent individuals vs the absolute shitstains that expected everything on a goddamn silver platter, 5 minutes ago, every time.
It gets me all hot and bothered thinking about watching them stumble over themselves as they try to backtrack the words coming from their mouth.
Life as tech support be like
20+ years in various customer facing roles has shown me that customers rarely know what they’re talking about. And they are not capable of reading either. The size of any sign is inversely proportional to their ability to even notice it exists.
I’ve been accused by multiple customers of lying to them about how to access our bathrooms. I have no idea what their lives are like that they assume strangers would just do that to them for no reason.
Couldn’t possibly be a problem with accessing the bathrooms then.
I always assume anything written big, is also repeated in the smaller print, making the big writing safe to ignore, and therefore invisible. It works well about 0 times out of 10.
Recently, I’ve had everything I’ve said be completely ignored by the person taking my call. After calling back I eventually reached someone who did listen to me and was able to take action based on what I said. Sometimes, we do know what we’re talking about.
Inside of you there are two wolves. Yesterday and Today.
Self improvement was successful.
Yeah I was also a piece of worthless shit today. Thinking about changing that today. Maybe tomorrow.
1st-day performance vs 2nd-day performance. 💪
Yeah this is accurate to dealing with customers
