Troubling thoughts roaring through my brain
by davebarclay1954
I just saw my old job advertised and was thinking of applying for it again but really don’t want to go back and work for a company that didn’t appreciate my being different.
I used to keep getting into trouble for not apologising quickly enough to customers who called in with problems either with their broadband or with their mobile phones so I thought I would give you three scenes to think about and see which one gets your vote before I tell you which option I used to get told off for doing.
- Customer calls in and phone is answered by saying “Good (morning/afternoon/evening), my name is Dave. I’m sorry you’re having problems but I’m here to help you sort them out”
- Customer calls in and phone is answered professionally “Hello, you’re speaking to Dave how can I help you?” Then after finding out what the problem is the apology is given by referencing the issue.
- Customer calls in and phone is answered thus: “Hi I’m Dave, I’m here to help sort your problems out so I’m sorry that you’re having some issues right now. How can I help?”
I’ve used my name in all the scenes but there are only two I ever used, one of them I was told off for doing all the time and when I asked what I should be doing instead I was told to change to the other one. There were a few of my colleagues who did the third one but I would never dream of handling calls that way. Please leave your comments on all 3 and when I have enough answers I will tell you which I used and was told off for doing and which one I then went on to use. If enough ask I may even tell you which company I worked for.
barclaydave 
I was a call center employee for four days during a strike at our company. That is one tough job. Numbers one and two sound okay. Number three has an apology and problem statement before the person has even explained the problem. Would sound canned.
Thank you for the feedback, yes it’s never easy working in a busy call centre but a help desk is a help desk 😎
Maybe help desk’s should be called “I’ll try to help you out. Which way did you come in?”
Like it lol
🙂
#2
Thank you for your kind feedback.
I like #2
Thank you for your feedback, keep watching for my next post this weekend.
I found that often not what you say but how you say it. Given that , I go for #2 also
I prefer #2 too
thank you so much for sharring
Anita
Thank you for your comment, much appreciated.
you are welcome
#2
Thank you Ron
Reblogged this on By the Mighty Mumford and commented:
GOOD ANALYSIS—!
Thanks for the repost, the second part is still to come as nice people have been adding comments and you have even reblogged this
#2. 1 and 3 sounds iffy. I worked in a call center for 11 years and #2 would definitely be my choice.
Thanks Kim, unfortunately my bosses hated #2 and I then took #1 but there was another agent who used #3 and every time he was threatened with being fired he played the race card since he was Asian until every other option had failed then he was fired.
Wow that is really interesting. I would not have guessed.
😍