My internet went down the other day and I had to call our cable provider for help. Before I could speak with a tech, I was routed through two customer service reps. I was irritated to say the very least by the time I actually spoke with a service tech. Unfortunately, customer service reps deal with irate customers every day and often bear the brunt of the customer’s displeasure. I often feel like a customer service rep because I field telephone calls from angry creditors and frustrated, nervous clients. Sometimes I am the only sounding board they have so I bear the brunt of their anger and frustration. What I wish clients and customers could understand is that we are there to help them if they would only listen and cooperate. Working with the public has made me more sensitive to how customer service reps must feel when faced with a disgruntled person. I am sure they would love to tell the customer the following things about customer service reps.
What your customer service rep is not telling you but wishes you knew
· “It is not my fault” – Blaming the customer service rep for the problem is not a good way to begin a conversation. The customer service rep did not create the problem but they can help you resolve it if you refrain from blaming them for something that is not within their control. · “I do want to help you” – It is the job of a customer service rep to help you resolve your complaint. Instead of beginning your conversation assuming that the person on the other end of the line could care less about your complaint, assume he or she wants to help and talk to them in a civilized manner. · “Please answer my questions” – Customer service reps are not trying to make you more frustrated by asking questions, they are trying to get all of the pertinent information to help you resolve the issue. The clearer you are when stating the problem and what you need will help customer service reps resolve the issue quicker and to your satisfaction. · “We are not miracle workers” – While customer service reps want to make you happy, they cannot give you moon just because you ask. Be clear when explaining to the customer service rep what your issue is and how you would like it to be resolved. Be realistic in your request and you may be surprised by the result you receive. · “We have feelings too” – Customer services reps may receive training about how to handle irate customers and they may develop a thick skin; however, no one enjoys being berated eight to ten hours a day. Even though you may not intend your verbal tirade to be personally directed at the customer service rep, it is difficult not to take that personally when you are the one at the other end of the line. Try to remember that the person you are talking to is simply doing their job and treat him or her as you desire to be treated.
Working with the public has made me much more considerate of how I treat customer service reps when I need their help with a problem.