Oh My!
| This is an actual recording. Oh the pressures! And this is why I can't imagine myself working in a call center... Here's my 2 cents...The customer wasn't being so much of a jerk. Like any unhappy customer, it's normal to complain and be really pissed about not having internet connection for days. I myself would be either angry, or kill me nalang kaya noh! Haha! So, the guy was ok except that he shouldn't have cursed. I need not explain that. However, he didn't curse AT the call center girl. So the reaction of the girl was REALLY uncalled for. If there's one thing I learned in the service kind of business is that "the customer is always right". And as much as we want to snap back, sorry, but you really have to suck it all up, breathe in and out and pray to high heavens that you will not lose your temper even if the customer is so obviously wrong . I'm just thinking she heard wrong. What do you think? |
posted by HanAgiRL at 10:09 AM
Comments on "Oh My!"
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Unknown said ... (3:41 AM) :
post a commentWow, that's some petty fight right there. I beg to differ though. The guy's tone just annoyed me throughout. He kept on asking about this certain "hassle" that he calls, when the agent could only console his furious persistence (for how many minutes that is) until he swore. Maybe not at her, but still, he was never in a position to snap at her that way. For to begin with, it wasn't the lady's fault as to why the construction was taking too much time, nor did she had an idea. She may have misheard his "expression", hence her abrupt "fuck you too!" but had the guy been more considerate of her clueless disposition, this very vulgar and classless argument must have not taken place.
"For to begin with, it wasn't the lady's fault as to why the construction was taking too much time, nor did she had an idea"
Ive been in this industry for 3 years already. No matter how wrong the customer is, or how rude, we, the agents are not in the position to cuss back. We should always remember that the fault of the company, is in a way our fault too. Kasi nga, we serve as the frontliner of the company, we represent the company. what the customer did is just normal. Its just normal for him to be irate, kasi nga, sobrang inconvenienced na siya. The agent shouldnt have cussed back. Pero I think, hindi to sinasadya ng girl, she just forgot to press the mute button. hehehe.
in an industry like that, the agent should never cuss back no matter how rude or maangas a customer is.
buti na lang i work in a goverment hospital. i can be really strict with the policies and if any customer cuss, i can either report him or blacklist him or if i can get away with it, i become rude, too.
but i know it's still not right. if there's one thing i'm still learning--it's how to not let be affected by the pressures that my work is giving me.
dapat umattend yung girl ng workshop sa excellent customer service. :)
>>jassy<<
i think akala nung agent na-mute nya when she cursed the customer. i have a friend who's working din sa call center, sabi nya pag naiinis na sila sa mga galit na galit na mga nagrereklamo, magsasalita sila pero naka-mute para nga naman mailabas lang din ang inis nila.
ang kulet lang din kase nung caller, di nya maintindihan na may ginagawa sa lugar nila. anong magagawa nung agent diba?
ang pagkakamali lang talaga, na-mura na rin nung agent yun customer. sobra naman din kung murahin nya yun agent. pareho tuloy silang talo.
my husband who works for a company that installs loggers and telephony systems for banks and call centers told me that if you listened closely to the recording... you'd know that the agent wasn't aware that she was heard by the caller...
see, call center agents supposedly usually employ the MUTE button... so that there'd be less noise at the caller's end... and so the agent can cuss, ask other agents questions, etc without the caller knowing...
so hubby thinks, it's either the agent forgot to press the mute button...or their mute function wasn't working...
opinyon ko lang naman:
in the years that i worked for a call center, i never used the mute button to curse, or to let out my frustration... kasi nga, minsan hindi nagana ang mute button. tinuturo naman yun sa trabaho eh...
pag nag-curse ang client, warning lang muna dapat from the CSR, saying "Sir, i'm sorry, but we do not tolerate profanity, and if you do it again, i may have to drop this call..." churva.
ang hirap kasi niyan, they work for a local company, meaning, hindi big-ta-aym! so, hindi ganun ka-strict sa kanila... di gaya sa malalaking international call centers na halos lahat ng kilos mo de-numero.
ang naging problema sa call na yun, kasi yung CSR di marunong mag-explain.. tsaka wala siyang tone of command or knowledge... kasi pag alam mo ang dapat na isagot, hindi ka dapat maging parang sick puppy. wala pa siyang concrete na sagot kung hanggang kelan or kung anong magagawa... dapat kasi pag may problema ang client, may solusyon kang ibibigay, no matter how stupid it may be... like a call-back from a supervisor, or something. dapat nga sa tagal ng usapan na yun, natransfer na yun sa sup eh.
oh well... ganan talaga buhay... malamang, out of work na siya. wawa naman. hindi siya pwede sa call center... iyakin pa. hehe.
it happens to the best of us..
ayos ah! here's my 50 cents for this stupidity...
whether there's a mute button or non.... the CSR shouldn't have cursed the customer... sibak dapat agad, no looking back!! isama na din yun supervisor supposed to be on duty during the incident... where the hell is he/she? His staffs are working and he still sleeping? tsk tsk tsk... may i recommend also to this company to review their procedures in handling calls... like creating an escalation points... kasi sa totoo lang, di na dapat humaba ang usapan... kasi technical na yung tanong ng customer... dapat naitransfer na yung call sa proper escalation point... the right person that could answer the caller's enquiry... and then, my recommendation to that CSR? There is an on-going audition for star struck... save all your acting skills to the audition... call center is not your world girl... well, if you still want to pursue your CSR career, remember this... wag ka sisinghot ng KATOL the night before you go to the office...
grabe you made my day!!!! dream! believe! survive!!! but do not curse!! nyahahahahah
the guy really felt so hassled and there are times when people just call to whine and tell them what's happening, and though the call center girl has nothing else to say but to relay what she's been saying over and over again.. she should've not cursed back to the inquiry, she could've hanged-up like normally but to curse back? that's totally off.