Actually, I agree with both Marisa and CingularGuy. I worked in CS for a while for a service provider (not cellular - it’s an online reference provider) and I can attest that it takes varying methods to deal with the random customers you’re likely to encounter every day. Sometimes, it takes a slow, calm demeanor to get people to relax to the point where they stop complaining and are able to accurately describe their problem. That’s job number one. I don’t see it as trying to be a dick, but rather using different methods to get people where they need to be so that you can help them. Anger is understandable, but it is counter-productive. The customers who keep their anger in check understand that the CS reps work in a difficult industry where they don’t always have the answers and are often undertrained. It takes some finesse to get what you want and, whenever I had the opportunity, I would educate the customer with whatever means necessary. At the end of the day, I’m a nice guy, and I just want to help people get what they need (not what they perceive that they deserve). More than anything, CS helped me hone my social engineering skills and not so much my tech skills. The book ‘How to win friends and influence people’ by Dale Carnegie proved to be invaluable.
the problem is that in customer service you are expected to put on your game face when working, and leave your problems at the door, but that’s not reality.. people have bad days, and csr’s are no exception to that. And on one of those “off"days, getting a really irate customer can make or break you, and i refuse to let it break me, so i will do less for a customer who is being overly idiotic than i would for a customer who has honest concerns.
the problem is that in customer service you are expected to put on your game face when working, and leave your problems at the door, but that’s not reality.. people have bad days, and csr’s are no exception to that. And on one of those “off"days, getting a really irate customer can make or break you, and i refuse to let it break me, so i will do less for a customer who is being overly idiotic than i would for a customer who has honest concerns.
Agreed. No one in CS is immune to sometimes letting your emotions get to you - no matter how good you are.
Mental health problems are an epidemic in the industry, and any customer who continues to berate is not going to get my best treatment. Unfortunately, it becomes a self-fulfilling prophecy for the customer, so it’s best to keep it check whenever you can. That said, I’ve definitely had moments where I wouldn’t let a customer get away with anything, just on principle. If a nice customer calls asking for several months worth of refunds, I’d be more likely to grant it to them than I would to a customer who bitches the entire conversation. Thank goodness for published ‘Terms of Use’ and other policies that we can fall back on. I would never give them less than the minimum, but only the best customers would inspire me to go above and beyond. Fortunately, they’re in the majority.
Now, if we can just get more people to follow the Golden Rule, life would be much easier for everyone. You’d think that more people would adopt a tenet of humanity that’s been around for several millenia, but I digress…
Yep, I would rather get on the phone with someone like Marisa. Why? Because she’s not some young asshole who thinks she/he has to be the ‘tough guy’ on the phone while taking your sweet damn time, and tying up the phone lines while other people are trying to call.
Yep, I would rather get on the phone with someone like Marisa. Why? Because she’s not some young asshole who thinks she/he has to be the ‘tough guy’ on the phone while taking your sweet damn time, and tying up the phone lines while other people are trying to call.
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
Huh? My 19 year old has a wife and one kid. I had a husband and two kids at 23. What does that have to do with anything? Your logic is mind boggling.
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
Huh? My 19 year old has a wife and one kid. I had a husband and two kids at 23. What does that have to do with anything? Your logic is mind boggling.
Wow, you’re trailer park life story sounds so appealing. I suppose anything at your age would be mind boggling.
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
Huh? My 19 year old has a wife and one kid. I had a husband and two kids at 23. What does that have to do with anything? Your logic is mind boggling.
Wow, you’re trailer park life story sounds so appealing. I suppose anything at your age would be mind boggling.
Whoa. That hit a bit close to home there for me as well.
So basically, if someone has a child/children and is married a the age of 23 they are trailer trash? Wow, sounds pretty ignorant on your part. I guess the saying “ignorance is bliss” can’t apply here as you’re way to ignorant to take part in that.
But yes, age has nothing to with starting a family. Many people this day and age are younger then 25 and have started families. Love knows no age.
Just so you know I myself am a mother and I am only 25.
Also, just for clarification from your posts, you are an asshole. “God” ruined a perfect asshole when he put teeth in your mouth.
Yep, I would rather get on the phone with someone like Marisa. Why? Because she’s not some young asshole who thinks she/he has to be the ‘tough guy’ on the phone while taking your sweet damn time, and tying up the phone lines while other people are trying to call.
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
First of all, I didn’t “jump into a conversation I know nothing about.” I have been reading this thread ever since it was started, and your shitty qualities that you expressed here made me come and speak my mind about you dickheads. I think this community is a potential virtual home for me and everyone else, so debate kindly don’t attack me.... Or do you have no respect for your elders?
Some young asshole? did you miss the part where i mentioned my wife and 2 kids? Way to jump into a conversation you know nothing about, i’m sure mommy and daddy would be proud of you little boy.
Huh? My 19 year old has a wife and one kid. I had a husband and two kids at 23. What does that have to do with anything? Your logic is mind boggling.
Wow, you’re trailer park life story sounds so appealing. I suppose anything at your age would be mind boggling.
Whoa. That hit a bit close to home there for me as well.
So basically, if someone has a child/children and is married a the age of 23 they are trailer trash? Wow, sounds pretty ignorant on your part. I guess the saying “ignorance is bliss” can’t apply here as you’re way to ignorant to take part in that.
But yes, age has nothing to with starting a family. Many people this day and age are younger then 25 and have started families. Love knows no age.
Just so you know I myself am a mother and I am only 25.
Also, just for clarification from your posts, you are an asshole. “God” ruined a perfect asshole when he put teeth in your mouth.
(Yes, I am defending Marisa.)
:Waits for his attack on me:
Perhaps my comments were a bit harsh… but Marisa’s comments were just as ignorant. But thank you for calling me an asshole when i haven’t said anything regarding you, i see you’ve taken the “marisa route” and when you don’t like someone’s opinion you resort to calling names, then get terribly upset when you are called names right back. I won’t resort to calling you names because you’re only stating how you felt about my comments.. but Marisa is still somewhat of a twat.
The name calling hasn’t caused any hurt feelings. We all be mature
True. I think internet newbies get hurt feelings because the first incident with this kind of thing is a bit of a shock. 10 years ago, I would have corrected the misconceptions of CG regarding my age, my mind, my home, etc. I would have been indignant.
Now? I’ve been flamed worse than this and survived. I don’t really care if CG or anyone else here thinks I’m old, senile and living in a trailer with 50 cats. And even if that were true, I don’t know what that has to do with this conversation but apparently, it does provide some entertainment value. Just look at how this thread has taken on a life of its own!
