I worked in call centers for many years (technical support and sales). I need to hear the customer’s tone; ecstatic, livid, and everything in between. I sit on the other end, shut my mouth, and listen to the whole rant, then calmly offer suggestions. Do they scream some more? Maybe. Do I need to take it personally? Of course not.
It drives me fucking crazy when some dipshit customer service rep hears one swear word (not even directed at them, like “I hate this fuckin’ thing”, not “you’re a fuckin’ dumbass”) and start in on the “if you keep swearing at me, I’ll end the call”. Grow up, you work in a service industry, and your company probably fucked up.
My favorite calls were the ones where someone called to cancel and tore up their voice yelling about all the reasons our product was gabrage. Very, very roughly, about 15% of the time there was nothing I could do (even if I fixed the problem, they have lost faith and will get their money back, or sue trying, so I just refund and move on). Another 25% was me fixing the problem and offering a credit because we fucked up. About half the time, its something stupid and simple and they get their problem solved, and the rest of the time was some absolutely crazy broken shit that makes me work with someone two tiers above me for a few hours fixing it (for everyone, not just that caller), then the customer is so happy they renew everything for a year because they know they’re gonna get great support.
I loved those calls. They were the reason I kept showing up to work. I learned a ton in those jobs, and my favorite thing was hearing someone go from completely apoplectic to surprised and elated that everything was fixed.
This is fucked.
I worked in call centers for many years (technical support and sales). I need to hear the customer’s tone; ecstatic, livid, and everything in between. I sit on the other end, shut my mouth, and listen to the whole rant, then calmly offer suggestions. Do they scream some more? Maybe. Do I need to take it personally? Of course not.
It drives me fucking crazy when some dipshit customer service rep hears one swear word (not even directed at them, like “I hate this fuckin’ thing”, not “you’re a fuckin’ dumbass”) and start in on the “if you keep swearing at me, I’ll end the call”. Grow up, you work in a service industry, and your company probably fucked up.
My favorite calls were the ones where someone called to cancel and tore up their voice yelling about all the reasons our product was gabrage. Very, very roughly, about 15% of the time there was nothing I could do (even if I fixed the problem, they have lost faith and will get their money back, or sue trying, so I just refund and move on). Another 25% was me fixing the problem and offering a credit because we fucked up. About half the time, its something stupid and simple and they get their problem solved, and the rest of the time was some absolutely crazy broken shit that makes me work with someone two tiers above me for a few hours fixing it (for everyone, not just that caller), then the customer is so happy they renew everything for a year because they know they’re gonna get great support.
I loved those calls. They were the reason I kept showing up to work. I learned a ton in those jobs, and my favorite thing was hearing someone go from completely apoplectic to surprised and elated that everything was fixed.