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Periodically my employer has a third party company come in to train us how to talk on the phones. Use positivity, don’t say “can’t”, etc, and importantly, let the customer hang up on us.
So, we just received a memo telling us that a new automated phone survey question has been tacked on to the end of our calls so the customers can tell us how we’re doing. However, in order for that survey to trigger I and my fellow employees have to be the ones to hang up.
I quipped to my team lead, “When I joined the customer service team I didn’t expect to be told that we should hang up on our customers more.”
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