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Definition of “Helping”

I’ve had this happen more times than I can count. And it happened again.

This one is worth showing to anyone who doesn’t work in a CC. We’ve all been there, have all said we will try to help someone with their problem/enquiry/etc. Ultimately, the other person may say, “you’re not helping me!”

So today I had to repeat this mantra to yet another dissatisfied caller.

“Helping” is: giving you information or options to answer your question or fix your issue, within the scope of the company’s policies that are applied to everyone.

“Helping” is not: coming up with an option that benefits only you, in this specific situation, and isn’t available to anyone else.

What do you think?

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Why would anyone contact us and then not trust us?