Wizzard
30 April 2008, 21:44
:cry:How many times have we called customer service because of a problem regarding an account? We call only to find the line is busy, put on hold, disconnected or you get a message saying they are closed and to call during normal business hours. Now we are really upset because of the original need for the call and all of the other problems encountered while trying to speak to someone. When we finally get the opportunity to talk to someone we may find that we have to be transferred to another extension or a multitude of other actions. Usually at this point we “unload” on the poor individual on the other end.
If this sounds all too familiar, especially unloading, you may want to stop. It can cost you more than you think. Recently, a case was being investigated for credit card abuse. All of the victims had one thing in common, a certain brand of credit card. This credit card has a call center and this is where the problem started.
The people at the call center, who are normally paid minimum wage, would attempt to take care of the problem. The customer who was calling would “unload.” In case you are unsure of what I am talking about... you yell, cuss, slam the phone down and anything else you can think of figuring what can they do about it they are somewhere else. Do I need to remind you, they have your account information, home address and the list goes on.
You are probably wondering where this is going? The customer service representative gets upset because they have nothing to do with your account but you took your frustrations out on them. Now they are upset and decide to make your PAY for it. They take your account information and start charging up a storm. I know this to be true because we obtained a confession from an employee in a call center. The employee stated many of the employees do this. I know it is easy to lose you temper on the phone but being polite is nicer and can prove to be a lot cheaper.
If this sounds all too familiar, especially unloading, you may want to stop. It can cost you more than you think. Recently, a case was being investigated for credit card abuse. All of the victims had one thing in common, a certain brand of credit card. This credit card has a call center and this is where the problem started.
The people at the call center, who are normally paid minimum wage, would attempt to take care of the problem. The customer who was calling would “unload.” In case you are unsure of what I am talking about... you yell, cuss, slam the phone down and anything else you can think of figuring what can they do about it they are somewhere else. Do I need to remind you, they have your account information, home address and the list goes on.
You are probably wondering where this is going? The customer service representative gets upset because they have nothing to do with your account but you took your frustrations out on them. Now they are upset and decide to make your PAY for it. They take your account information and start charging up a storm. I know this to be true because we obtained a confession from an employee in a call center. The employee stated many of the employees do this. I know it is easy to lose you temper on the phone but being polite is nicer and can prove to be a lot cheaper.