Ce sujet est fermé
I’ve worked in Inbound Call Centers for awhile now since the economy has headed south here in the states.
Sadly the problem is once you really get in customer service, you really see people for what they are. Confused, Angry, Upset, Crazy and it’s all you’re fault. You’re the whipping boy. You’re job is too take as much abuse as possible and never to complain. I was reading a consumerist article and often times I agree with the blog and often times I disagree being in fields to where the employee sadly is the victim.
A Customer (woman) as told in the story buys her Sinficiant Other a Valentines day present. Problem, the genius really didn’t know or bother to find out or even go back to find out what system he owns. So she bought him a game and a card that once used is worthless. The employee sadly was in a lose, lose situation, The Customer was asking the Employee what system he thinks her Husband has like he is a mind reader and he is supposed to guess.
Problem is the typical employee doesn’t read minds and if he didn’t guess he would most likely get yelled at and heckled by the customer for bad customer service. So then she buys the said ideas the employee suggested what she asked what did he think now long story short the woman was in the wrong but she wasn’t wrong for not knowing it was the stores fault.
People are crazy. It’s like here in Chicago, I work for a cab company dispatching (sadly) if someone from out of town called in needing a cab at let’s say 5550 Western. Problem is all streets in Chicago go North, South , East and West in a straight direction almost and all have an address including the direction and then type of street because these streets go so far eventually they turn into Drives, Ave, BLVDs and Courts.
So then the customer would ask for me to guess and then get upset if I cannot guess for them like it isn’t so hard. http://maps.google.com/ Check there is over a 20 mile difference from 5550 S Western Ave, and 5550 N Western Ave. Oh then to make it worse, they'll act like a smart ass and say well Artesian is right there and unless I am like a box of rocks then I should know where it is. Then of course I respond, Artesian, like Western runs North and South and will run along Western all the way up and down the city as well no matter what address you're at and then they still don't get it and they take it out on you.
So for me to guess would cause me to get in trouble but the whining that person would cause would also cause me to get in trouble for losing that call, it’s ridiculous how people treat workers out there.
How they expect us all to work miracles, read minds and part the seas for them and magically get them out of any mess they got themselves into which they believe is your fault.
Gods, I feel like I am at work already.
So like I asked, if your at your job what experiences do you have well dealing with confused customers? Any crazy stories? Also is the customer always right?
Modifié par Pious_Augustus, 18 février 2010 - 06:11 .
Retour en haut
