in

Sometimes we have to get off the phone. This doesn’t mean your issue isn’t getting resolved.

[ad_1]

I had two customers today though that I had to practically wrestle off the line in order to dig into their issue further.

First guy said our customer service was shitty because I needed to disconnect to help him solve his issue. Which means I needed to message a member of another department in order to confirm some information for me before I could give him an answer. I was absolutely not sitting on the phone with him while I waited for that person to get back to me (which could be hours).

The other person just kept repeating the issue they were having. In order to help her, I had to make a ticket for another department. I explained what I needed to do and why that other department would be best equipped to handle her question. She just kept repeating her request over and over again explaining why she needed this, that, or the other. I just kept telling her stuff along the lines of, “Absolutely, and that’s why I’m making a ticket for this other team to help get you an answer to this question.”

She gave me a CSAT rating saying I was “Not very friendly, and not very eager to help”.

I wish people would use some common goddamn sense. Just because you called me doesn’t mean I have a fix-it button hiding under my desk to get your problems resolved immediately. I know some call centers are like that (to the detriment of their employees’ mental health), but ours is not. This is also tech support and some things require troubleshooting that can’t always be done on the phone.

[ad_2]

What do you think?

Leave a Reply

Your email address will not be published. Required fields are marked *

Regrets

Just venting about work today