It's been an insanely busy day at work. More than half the office called in on a Monday morning which just happened to be the first day of Summer session. In case some of you aren't my usual stalkers let me catch you up. I work in student services at a local community college. We operate a call center that answers questions for financial aid, admissions, business office and of course the central switchboard for eight campuses. First day of any session is crazy but with half staff it was almost a nightmare. No, it IS a nightmare. After a 10 hour day and 800 + calls later my head is pounding and my neck is tighter than Ebeneezer Scrooge but I'll live. This is why I get paid the big bucks. I've done this for over 6 years at the college and I've always worked in customer service in one way or another. I've had just about everything said to me...everything from explicit direction of what I could do to myself, to attacks on my intelligence or lack thereof, to my personal favorite "I'll drive this car right through the front door." That one was my favorite because in that particular office the front door was the back door and the back door was the front door. I'll let you ponder on that one.
Since most of my day is dealing with people who are either really excited about starting school or confused or frustrated or mad or just calling because either their child won't tell them what's going on or their parents are making them call, I have a lot of negative energy flowing towards me each and every day. I balance it some how. I have never lost my cool on the phone. I may make fists with my toes. I might even drop my head onto my hands but I never take any of my frustration out on the person on the other end of the line. I have been told I am good at what I do because of my patience. Here's my confession: I just remember that each call is a new person. They haven't called a million times (well, usually not) and I haven't told them this information before. Therefore, I treat each caller with respect and try my best to help them.
This is the point I explain my title... Please be kind. Don't be a behind. When you call anywhere to do any kind of business, remember that while you may have a legit complaint with that particular business, the person who answered the phone did not do anything to personally attack you or cause you any personal harm. They have a job to do and for the most part people who work on the phone try very hard to help you. Remember they are given a certain amount of information to work with so please remember that while you are frustrated at your particular situation attacking their intelligence will not help. It will not get you fast results. It will not make the person on the other end of the phone instantly remove their head from their rump and magically find the perfect answer you want to hear. Remember that the person on the other end of the phone is not incompetent nor are they their to make you hold on the line long enough to put you into a complete tizzy in order to hear all the profanity you have learned since middle school. For the most part those who work on the other end of the phone are your sisters and brothers; your mothers and fathers; your wives and husbands; your sons and daughters; and basically your everyday person trying to work and feed your family. (Even if they are a continent away) Be nice! Remember the rules of the civilized world. Remember your rules you learned in Kindergarten. Treat the person how you would if you were looking them eye to eye in front of your mother. So from one tired customer service rep to the frustrated public, I leave you with one tidbit of advice:
Please be kind. Don't be a behind!
Thank you & have a nice day!
1 comments:
I totally agree with you, Cat. I, myself, worked in a call center. So I know right where you're coming from.
Post a Comment