- Customer Service jobs suck. They really do. I’ve learned to make the best of it by being on the other end of the phone. By being a customer not the service rep.
When I think of “outstanding customer service” quite a few things come to mind. Working full time in a customer service position, I’m sure my views are different than most. I expect at the least courtesy. That’s not just a part of customer service, it’s a basic human expectation. I also naturally, expect to have my concerns listened to and to be able to voice them.I work for a major cell phone provider. I won’t say which one, but I will tell you that I do not own a cell phone from this provider. With that said, I’ll tell you my views on customer service.
Those folks who also toil with me in this field may understand a bit better than most why being courteous is important both as the customer and from the representative. What I enjoy most about my job is being in a supervisor role. I don’t have as many guidelines to follow, and my ratings from the customers are quite a bit higher than they were before I got promoted. I also like the fact that I am first to be called upon for shift changes and things of that nature.
But what I really appreciate are the “little” things that being employed in the field, and having a high ranking position have taught me. Simply put: When a customer is on my line, and they are rude, words cannot express how little I feel like helping them. When they act as if I have a vendetta against them because their bill is past due and I need to collect partial payment because we haven’t gotten one in over a month. It’s too much for you to pay just a portion of what you owe? Maybe the partial payment needs to be a bit higher then.
Sure, I have guidelines and rules that I need to follow. But you also needed to make a payment last week.
Today I had a startling realization. I called my provider because I needed to set up an arrangement, and I was on my lunch break. I was in a hurry and frankly, I was being a bitch. I was yelling at the automated machine, hurrying the Rep through the call when a light bulb went off in my brain.
“Oh my god” I thought, “I sound exactly like one of our customers.” I apologized to the lady and asked for her supervisor. When he came on the line I told him to make sure he let the representative know that she went out of her way for me. I gave her glowing praises and told him she deserved a raise. It felt so horrible to speak to her that way, and it seemed like the only way to make things a little better. Later, when I got a text message asking me to rate her, and I gave her a 5 out of 5.
I understand now how easy it is to get upset when you are pressed for time, and how hard it is to stay calm cool and collected.
Let’s hope I remember that the next time I have a mother on my line rushing me through the steps wanting her phone turned on while on her lunch break.
- A guide to customer service (xlntelecom.co.uk)
- Going Against the Grain: Taking Customers Back To Preschool (gabriellemac.com)
- 10 Ways Customer Service Converts Customers Without Selling (customerthink.com)
- The Customer Service Perspective (wineglassmarketing.com)
- Growing Your Business With Better Customer Service (bizsugar.com)
- The marriage of customer service and the web at Nikon (greatfinds.icrossing.com)
- Customer Service Automation Shouldn’t Overtake the Human Element (customerthink.com)