Troubling thoughts roaring through my brain
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.