Sure you have. Surely by now you’ve had the distinction of making calls to those perceptively unruly and inconvenient call centers. This is the domain you have had no alternative but to call when you have had reason to complain or have been in a spot of bother. It was deemed to be a downside better than having to stand in a long, long queue, waiting impatiently for your turn to be served. And when you make that dreaded call to the center, what do you get?
A polite but robotic sounding voice over that suggests that your call is just so important to ‘them’, and you are urged to stay online and ‘your call will be attended to’. And if you’ve had the patience of Job, and who knows how much of your airtime has been sapped out in the meantime, you eventually get through. And so you let rip. Do you rant and rave? Do you give them hell? No, you don’t.
You act in your best professional manner. You are cool, calm and collected in explaining the nature of your call. You may be peppered with a few questions that you thought you knew the answer to already. But look at it from the receiver’s point of view. He or she could be the exemplary practitioner of a code of call center best practices. A series of standard questions have been put together beforehand, certainly.
But better to get every single last detail of your query or complaint through. Otherwise how is the busy network to be of any use to you? Just think about it. Try putting yourself in their position. You have no idea just how many calls they have to field each and every day.