The fascinating day....yea right...  

kitchenfun1234 44M
2103 posts
4/12/2006 2:11 pm
The fascinating day....yea right...

OK, wednesday's are rarely the most fun day of the week for me. Too far from the weekends for me.
We had a visit from one of the bosses of the company I work for. This was on top of a fire drill so as you can imagine little work got done in the morning.
The company is attempting to fine-tune the call centre experience for our customers. A combination of knowing what we're doing and answering the phone quickly should get results.
However management are also keen to encourage the use of certain word patterns that are intended to convey the right message to the customer without having to do anything different.
If the customer asks for something we are not encouraged to reply with "No problem!".
Just in case one customer decides to ignore the tone of the words and hears just "No"....."Problem" Hmmmmmm
We are encouraged to say something else...
"I'd be delighted"
"Consider it done"
"With pleasure"
"Ohhhhh suits you sir!"

The other thing that this company and many others do is to ask staff to use the customer name at least three times during the call.
When I call as a customer I find that creepy, empty and cold. Why should we inflict this on callers? I think the customer's name should be used only once in the call to check we are speaking to the right person.

Don't ever give up searching for the fun in life.

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