Overly friendly reps
Does anyone have OVERLY friendly reps at thier centres? I have this lady who sits behind me, everything she says to the customer sounds like she is speaking to five year olds. Thing Ned Flanders from Simpsons, only worse.
"I am TERRBILLY sorry but my system didn't give me your ten digit wireless number, would it be possiable if you would be able to give it to me again so that I may access your very valuable account with us today"
"I am sorry this merger of our two amazing wireless phone companies has been a inconvience for you but if you would pleae bear with us we are working day and night to make your experiecne as a valued customer a more sastifying and rewarding choice"
That is SERIOUSLY how she is!!! I know I shouldn't compl...
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"I am TERRBILLY sorry but my system didn't give me your ten digit wireless number, would it be possiable if you would be able to give it to me again so that I may access your very valuable account with us today"
"I am sorry this merger of our two amazing wireless phone companies has been a inconvience for you but if you would pleae bear with us we are working day and night to make your experiecne as a valued customer a more sastifying and rewarding choice"
That is SERIOUSLY how she is!!! I know I shouldn't compl...
(continues)
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Ugh, I HATE that! I hate it when I'm the customer, and I flatly refuse to do that nonsense when I'm on the other side of the transaction either. I never get the really good quality scores, because I think it's ludicrous to require an "empathy statement" on every frickin' call... "I'm calling to pay my bill." "I'm sorry we charge you money for your service every month, but I would be incredibly, ecstatically happy to help you today!" My ass... I'm a professional, and I get my customers in and out with a minimum of fuss and drama, and I know they appreciate it. This is a business, not a touchy feely club for morons, and I really wish the suits would wise up that talking to customers like this just encourages them to be whiny and babyish... ...
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Yeah I NEVER say sorry to the customer for something that was their fault or the companies fault. It makes me sick to say, "Oh I am sorry you went over your minutes." or "I apologize for the last reps mistake."
I think apologizing is stupid and all that empathy crap makes me even more pissed when other people say it too me.
"Oh I completely understand." No you don't your saying that cause you know that can calm any other person down, well guess what, I know these tactics and they don't work on me. You want me calm then don't argue back, just agree and tell me I am right 😈 , then I will be happy 😁 .
I think apologizing is stupid and all that empathy crap makes me even more pissed when other people say it too me.
"Oh I completely understand." No you don't your saying that cause you know that can calm any other person down, well guess what, I know these tactics and they don't work on me. You want me calm then don't argue back, just agree and tell me I am right 😈 , then I will be happy 😁 .
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I just got a call where this woman calls in to make payment with her fathers Credit Card, he is not there so I refuse to accept payment and she gets all pissy and wants another way to make payment with her dad's CC elsewhere.
Some people just don't learn, that if I refused to accept your dad's card because you are not the person on the card then what makes you think something else will accept it?
Some people just don't learn, that if I refused to accept your dad's card because you are not the person on the card then what makes you think something else will accept it?
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That reminds me of a customer who wanted to pay with her friends credit card, I told her she couldn't. And she was insistant that she has done it before. I did appolgize for misinformation but I still couldn't do it, and possiablly have her friend call in or do it online. She then asked if I could just pretend she is the friend (the card holder). Again I said I was sorry but I couldn't do that. So she decided to curse me and any children I will ever have and was just a huge pain, contstatly berateing me and telling me how stupid I was.
So you know what this stupid guy did 🙂
While she was curseing me I put in the notes that she is trying to pay with someone elses card so I denied payment, and watch out for this.
Wouldn't you kn...
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So you know what this stupid guy did 🙂
While she was curseing me I put in the notes that she is trying to pay with someone elses card so I denied payment, and watch out for this.
Wouldn't you kn...
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The best part is, she could have said she is the card holder and probably gotten away with it.
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I do the I'd be more than happy to help you with you (insert whatever here)
But I'm always told to show more ethusimism on the calls? WTF I get 100 everywhere else. This is my job. I help people with their problems I listen to them rant about everything and take alot of BS for it. I have a hard time sounding like I'm hopped up on happy pills. Heck most times I'm hopped up on caffeine. But I get alot of complements from customers who like the fact that I don't make small talk I don't ask stupid questions. I ask the questions that need to be asked I find the answers and we're done with each other. Isn't the whole 1 call rez more important than coddling the customers? I know its the type of cus care I perfer
But I'm always told to show more ethusimism on the calls? WTF I get 100 everywhere else. This is my job. I help people with their problems I listen to them rant about everything and take alot of BS for it. I have a hard time sounding like I'm hopped up on happy pills. Heck most times I'm hopped up on caffeine. But I get alot of complements from customers who like the fact that I don't make small talk I don't ask stupid questions. I ask the questions that need to be asked I find the answers and we're done with each other. Isn't the whole 1 call rez more important than coddling the customers? I know its the type of cus care I perfer
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