A note to Customer Service Representatives
It is part of your job to be on the phone.
I know, I know; it's difficult to believe, isn't it? Especially when they have it printed in the job description and everything.
Maybe you slept during training. Maybe your parents never allowed you to make phone calls as a child.
Whatever your excuse, I am here to help.
Rule no. 1: It is common courtesy to introduce yourself to strangers. Yes, even over the phone. People like to know who they are talking to! It makes you seem friendly and will make the person calling you feel more at ease, especially as sometimes they can be nervous in the first place.
Rule no. 2: I know this one can be tricky, especially because you have to do it all day, but please try to remember to listen to the customers. You're there to help them resolve their problems (or, if you're lucky, to jot down some great comments on service!), but in order to be of the utmost assistance, you need to hear them out first.
Rule no. 3: Don't fucking hang up on people. Especially if you aren't going to follow rules one and two. It's not my fault you hate your job. Maybe you should have tried a little harder to find a better one. I hate my job too, BUT I DO IT RIGHT. You know why? Because making other people feel shitty isn't helping anyone.
(Note that, with some revision, these rules can also be applied to daily life. Why are people so mean?)
I know, I know; it's difficult to believe, isn't it? Especially when they have it printed in the job description and everything.
Maybe you slept during training. Maybe your parents never allowed you to make phone calls as a child.
Whatever your excuse, I am here to help.
Rule no. 1: It is common courtesy to introduce yourself to strangers. Yes, even over the phone. People like to know who they are talking to! It makes you seem friendly and will make the person calling you feel more at ease, especially as sometimes they can be nervous in the first place.
Rule no. 2: I know this one can be tricky, especially because you have to do it all day, but please try to remember to listen to the customers. You're there to help them resolve their problems (or, if you're lucky, to jot down some great comments on service!), but in order to be of the utmost assistance, you need to hear them out first.
Rule no. 3: Don't fucking hang up on people. Especially if you aren't going to follow rules one and two. It's not my fault you hate your job. Maybe you should have tried a little harder to find a better one. I hate my job too, BUT I DO IT RIGHT. You know why? Because making other people feel shitty isn't helping anyone.
(Note that, with some revision, these rules can also be applied to daily life. Why are people so mean?)