Being a Pleaser: Would you be a successful customer service representative?
By aaronfyzeon
@aaronfyzeon (1920)
Philippines
February 14, 2011 4:03pm CST
Being a Call Center Agent in a Customer Service account is a very tough job. But you should have the right attitude in order for you to survive all the challenges. Do you think that if you are a pleaser naturally will be your edge in surviving? Given that you are a reliable person in terms of punctuality and adhering to your schedule religiously, will you be able to survive the harsh customers that will eat you alive if you have this kind of personality?
I strongly agree! I can pacify super harsh customers and make them feel sorry for being rude to me at first. I can also fake my super warm and friendly approach to rude and irate customers.
Scenario:
Customer: "Why is there an extra 15 bux in my bill? The usual bill that I have is only 60 bux now why is it 80?" (the customer doesn't even know how to calculate simple digits)
Me: "Oh I am sorry for the confusion sir. You mean 20 bux instead of 15? because 60 bux your usual bill plus 20 will give you 80 bux as what you are claiming that you have been billed for this month. Is that right?"
Customer: "Yeah whatever! You people are always getting money from me every month" (of course you have to pay your bill for the services you are receiving)
Me: "Oh I do apologize for the thought that our company is billing you every month for the services you are getting. (sarcastic but still sweet) But you don't have to worry, I will be more than happy to check your account and find out why you were billed extra 15 or 20 bux as what you are claiming."
verified the account.
Me: "Oh the extra 20 dollars was the internet package on your phone that you didn't pay when you added it because you already know the policy that we are charging you first for the feature in you phone that you like to add. And you haven't paid that one before so we are now charging you for that."
Being sweet to the customer will take you to a long way because they will always recommend you to your supervisor that you have helped them a lot! eventhough you have just helped them out with the usual things that is standard with your job. It is the manner of how you talk to them. This is just a sample from some of the funny calls that I encounter.
What do you think guys?
2 people like this
4 responses
@rkanwarji1 (61)
• India
15 Feb 11
Yes, I accept its tough sometimes but the agents have to manage that situations as their job is meant to do be like that and they are paid for tackling such situations. If their isn't any such job then what is the need of an agent(us) at that position someone else less efficient can do the job. Yes, I also agrees that its not an easy job for anyone while tackling the situation that you have shared but the person who talked this type of situation are the best in the industry. Thats really create C-SAT(Customer Satisfaction). That is the need of any business for its its existence.
@aaronfyzeon (1920)
• Philippines
21 Feb 11
Yes we have C-Sat before but it was taken off and was replaced by another metric. But for me, whatever it is that is gonna be posted as a metric as long as I abide by the company rules I will never fail any metric. Sometimes some customers are demanding. They want to ask everything from you especially they would be abusive of the credits from the Reps but then I am still able to tell them nicely that I am not in the position to give them what they want. We just have to tell them nicely.
@sender621 (14894)
• United States
15 Feb 11
I believe i would be successful as as customer service representative. i have had several jobs in the past where pleasing people and keeping them happy was just part of the job. Deaaling with problems just came with the territory.@aaronfyzeon (1920)
• Philippines
21 Feb 11
Hello there! Thank you for your response! We will all be a good representatives if we ourselves would love our jobs. Pleasing our customers is just another part of the job and it will take other factors being the best. Have a great day!
@lilaclady (28207)
• Australia
14 Feb 11
I worked in a telephone exchange when it was service to the customer was number one priority, I loved it, it made me feel good about my work then things changed and it was all about money and time was money so service went out the window, but I found that hard i like to please the customer and often got into trouble for being nice ...I think I would be good at keeping the customer happy so long as I was allowed to please.
@aaronfyzeon (1920)
• Philippines
21 Feb 11
Yeah I would have to agree. Being extra nice would make it seem very fishy. Just be nice will be all ok. I remembered the time when I am having angry customers, I just let them vent out then I will still be super nice to them. That is the time they will realize they should have not been doing that in the fist place.
@TrvlArrngr (4045)
• United States
14 Feb 11
I actually run a call center and can tell you that being nice is not everything. You have to listen and remember what they are asking for without asking the caller over and over for the information. In my call center the agents need to document every call in the computer. This helps the next person know what has previously been discussed. The agent has to recap at the end, verify email address and credit card info, and a few more things.
My agents have 4 of their calls scored each mont by another department. If the score is not 90 or above they then have 8 calls a month monitored and scored. They are put into training on the areas they are deficient to help them achieve the right scores.
There is a lot that goes into each call. It's a combination of knowledge, listening, empathy, and acting - all while keeping an upbeat and friendly attitude.
@aaronfyzeon (1920)
• Philippines
14 Feb 11
Yes I have to agree with you that being nice is not everything. But it will go along if you really have that kind of attitude naturally. Every agent must also know what to do with all the customers they have talked to and adhering to the process is really a must and that is being educated to all the the agents. But being nice and having a very friendly attitude are the things that can never be taught to a person.
I have been a Quality Specialist before in this same account that I am serving right now. There have been a lot of things happening to me lately the reason I decided to leave the company. But as I went back there, my post has already been filled up by somebody who is a real performer. So, the opportunity for a promotion was given to him. So when I came back I was just given an Agent post but that was really fine with me since I really love being with that company and they have whole-heartedly welcomed me back.
We do have a lot of metrics to consider in scoring the performance of agents and the calls for Quality Assurance as well. It is good to know that your key drivers are really relevant to measure the quality of the call of the agents. Keep it up and I do appreciate your nice response. Let us keep up the good quality of customer service that is provided for the valued customers. Have a great day.
