At Your Service  

candy69sosweet 61F
10901 posts
9/30/2005 9:34 pm
At Your Service

beewulf9 posed a question of sorts in his post Apology. He said. "I humbly don't understand at all how a person can wake up and be a telephone costumer service agent and respond to people who berate them verbally over the phone who they don't know."

I am here to attempt to explain how. I have been in customer service for many years, and have dealt with a wide variety of issues. Yes, there are some folks who berate customer service reps because they are angry and upset about something the company did or didn't do. Most of the time, it's because the company made an error.

That's where I come in.

I work for one of the largest mutual fund companies in the country. In the problem resolution department. I LOVE MY JOB!

I go to work every day, never knowing what will happen. When the phone rings, it could be for almost anything. A check bought the wrong fund. Or it was deposited to the wrong account. Maybe someone is having problems with a transfer of assets from a competitor. Maybe there's a divorce, and the accounts need to be divided.

I could go on and on, but I think you get the point.

As a customer service rep, my job begins by listening. If the caller is upset, I let them vent. I take notes. When the caller is finished, I tell them I nderstand, and I can help. I then recap what the caller said. This usually disarms him/her. They think, I was yelling at this person, and she actually listened...and said she can fix the problem. When the issue is resolved, it's these same people who were so irate when we first spoke, who thank me effusively. That's where I get my satisfaction. In turning that irate person around, and in the end they are life-long customers.

The secret? I always remember that the caller is not angry with me. They are angry at the situation. I don't take it personal. I don't get angry. And at the end of the day, I go home knowing I have done well.

I hope this answers your question bee....

~Friendship is a gift given from the heart and treasured forever~

beewulf9 38M

10/3/2005 9:34 pm

You seem to be extremely talented in your job Candy. I hope you find continued success in it, and less clients that are overly aggressive on the line with you.

rm_1hotwahine 63F
21091 posts
10/2/2005 6:13 pm

I think what you've hit on is that customer service, like so many other things, involves strategy and technique. It's not just being a nice person; it takes real life job qualifying skills. Sounds like you've got them.

Yeah, I'm still [blog 1hotwahine]

Become a member to create a blog