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.