If you shout at us, it does not make us more eager to help you. The opposite, in fact.
Having worked customer service for a social housing company for nearly three years before I got a better job, I was amazed at the amount of customers who screamed down the phone at us because they'd had a letter saying they hadn't paid rent and we were going to do something about it.
Fact: if you're nice, say "Yes, it's kinda difficult at the moment/I screwed up/please help", we'll go out of our way to help you sort your situation out and keep your house. If you scream "How DARE you send us a letter it's not my fault it's not my responsibility all you people want is our money etc.etc." we will be less inclined to be so nice towards you.
It's amazing how many people haven't figured this out yet.
"If somebody is in the process of helping you, do not jostle their elbow."
The number of people I have seen decide it's time to add to their litany of complaints after the customer service rep has said, "Let me see if I can do this, one second," is huge. And it's completely counterproductive. If they are in the process of trying to fix your problem, stand the hell out of their way, they will be much better capable of concentrating on doing it then.
Wandered through, saw this post, figgered you would like this one:
Yesterday, a school called in for status on their trouble ticket (dedicated internet down) and after I informed the person that we knew there would be a tech dispatched, but it was too early to give an estimated time, he asked:
"What am I supposed to tell the kids?"
To which I replied:
"Well, I'd advise them if they need to work on their homework, to go to the library and check out books on the subject. Tell them it's a lesson in pre-internet history."
He paused for a moment, before replying:
"They will probably laugh at that." But at least he agreed there was nothing to be done in the meantime.
And this is why I got out of customer service, at least on the telephone. I'm still in a customer service job, but I'm armed with needles! You have no idea how polite this makes some people.
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Having worked customer service for a social housing company for nearly three years before I got a better job, I was amazed at the amount of customers who screamed down the phone at us because they'd had a letter saying they hadn't paid rent and we were going to do something about it.
Fact: if you're nice, say "Yes, it's kinda difficult at the moment/I screwed up/please help", we'll go out of our way to help you sort your situation out and keep your house. If you scream "How DARE you send us a letter it's not my fault it's not my responsibility all you people want is our money etc.etc." we will be less inclined to be so nice towards you.
It's amazing how many people haven't figured this out yet.
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http://community.livejournal.com/ohnotheydidnt/33538342.html#cutid1
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"If somebody is in the process of helping you, do not jostle their elbow."
The number of people I have seen decide it's time to add to their litany of complaints after the customer service rep has said, "Let me see if I can do this, one second," is huge. And it's completely counterproductive. If they are in the process of trying to fix your problem, stand the hell out of their way, they will be much better capable of concentrating on doing it then.
Reply
Yesterday, a school called in for status on their trouble ticket (dedicated internet down) and after I informed the person that we knew there would be a tech dispatched, but it was too early to give an estimated time, he asked:
"What am I supposed to tell the kids?"
To which I replied:
"Well, I'd advise them if they need to work on their homework, to go to the library and check out books on the subject. Tell them it's a lesson in pre-internet history."
He paused for a moment, before replying:
"They will probably laugh at that." But at least he agreed there was nothing to be done in the meantime.
Reply
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