January 18, 2013 by vlittle528
I totally get the whole “you better advance with technology or get left behind” thing. I really do. But I am becoming increasingly afraid of the extreme lack of ability for us to communicate even through the phone.
For those of you that don’t know, one of my many hats is a call center agent. NO, I am not the annoying person that calls you during dinner and bugs you. You call me. And then yes, I am forced to try and sell you stuff, but believe me when I say I don’t enjoy that part necessarily, but I have to make a living too. I mean really, aren’t we all trying to sell others something at SOME point? Even McDonalds asks if you want it biggie sized or whatever.
Anyway, back to my concern. People seem to be lacking the common telephone skills that we all used to have. I have been in this job for eight years now and it is becoming increasingly worse.
**First a little disclaimer. I do like my job. I am lucky to have it. And I even enjoy the majority of customers. Unfortunately, the yucky calls are much more irritating than the nice ones are soothing. And unfortunately, the REALLY nice calls are few and far between because people tend to forget there is a human on the other end of the phone. And I also know that most of you don’t do these things. When I say YOU, I am just using the word for ease of writing the post**
First of all, believe it or not, we are trying to help you. The quicker we help you, the quicker we can get off the phone. Plus, we do have expectations on us to make you happy. And let’s face it, if we can last in this job more than one day we actually must care something about you!.
Second…I am not a robot. I cannot take fifteen different numbers as well as your invoice number and be able to look up what I am supposed to while you are continuing to talk to me about something that I am not even looking at yet anyway.
Third, O….M…..G….be quiet for two stinking seconds and maybe, just maybe, you will realize that I DO know what you are talking about, I HAVE already fixed it, and I AM apologizing for a mistake someone else made. Not only that, but you have no idea what I am about to ask for next, so stop assuming you do. You are wasting time. But I am very glad that you like the sound of your own voice.
Fourth…I am not the owner. I am not a supervisor. Being mean to me just makes you look ridiculous. Yelling and having a temper tantrum just makes you look like a fool. In my long time as a CS agent, I have seen it all and done it all and you aren’t the big bad-ass you think you are. But if it makes you feel better about yourself, go ahead and yell at me. Especially over the small stuff. But then please go take some blood pressure medication because if THIS is how mad you get about this teeny tiny issue, I am a bit concerned about your health.
Finally, and this is a biggie….please, please, PLEASE I AM BEGGING YOU….do NOT be a freaking cow. It is so gross to hear you slurping on your drinks or your mint etc. It is nasty as all get out to hear you snort up your snot. It is spine-tingling (in a bad way) to hear you crunch on your chips or your lunch. Push mute to freaking blow your nose. You are not Hannibal Lector, no need to breath directly into the phone. At the same time, I do not have amazing skills that allow me to hear you perfectly when you shove the headset to your cheek. And really, the whole damn office does NOT want to hear our conversation, and I cannot hear you over your typing. Take me off the stupid speakerphone.
Whew, I feel better.