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Managing Customer Expectations Amidst Covid-19

I work in the energy/utility industry, and I have to tell you that speaking with customers that are facing hardship during the Covid-19 pandemic, and are doing their level best to manage their bills has been a personally humbling experience.

I have spent the last 3 months talking to parents, seniors, university/college students, and minimum-wage workers who are all facing challenges because of the pandemic. Not once have I had a customer become angry with me, call me names, or blame me for this global situation. Sure, they’re upset, scared, frustrated, and worried about how they’re going to make ends meet, but being able to do something as simple as give them some additional time to pay, defer a few payments, or set up a longer-term arrangement can ease some worries. Just reassuring them that their access to power is not going to be interrupted is so appreciated, and you can hear the weight lift through their voices.

And being able to do that for them means the world to me. I know working in a call centre can be a tough gig, and not all call centres are the same. But for me, the graciousness of the people I talk to, their sincere appreciation, and their understanding that we’re all doing the best we can impacts me positively each and every day, and I can’t imagine working anywhere else during this pandemic. I’m truly thankful for my job.

So, thank you to the call centre workers who answer the phones every day for customers, and thank you to the customers for giving us the opportunity to help figure it out.

submitted by /u/AGD_squared
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