Phone Orders & Customer Service?

Question

I work as a phone operator in customer service. I find it amazing how many people don't know how to place an order over the phone! My question is 'several' fold....
Why do people get on the phone knowing they're going to place an order, yet don't have their catalogs, their account numbers, their credit cards readily available? I've had people keep me waiting on the line while they casually mention they 'haven't had time to look at the catalog' and proceed to spend 30 or 40 minutes thumbing through their book while they 'decide' what they want to buy. I can understand when they have questions, but this isn't the case I'm talking about. I've had to wait while they run 'upstairs' or even 'out to the car' to retrieve their credit info. I've been cursed for attempting to get information needed to even open their order! What's up with this?
1. Any phone operators out their experience this, and how do you deal with it? 2. From people who behave this way, WHY do you DO this?

Answer 1

Your customers see something they like, get excited, and want it right away.

You have several options (but check with your supervisor before you implement any of them or go to your supervisor first to find out if there aren't some procedures or guidelines already that you may not be aware of).

First, ask the basic questions, item number, color, quantity. If they don't know, tell them that you can hold for "a minute" so they can look it up. Either wait for a minute or place them on hold and take another caller's order. After the minute is up, give them your toll free number (I take it your company has a toll free number) AND your ID and "ask" them to call again after they've located the item number. Be pleasant and courteous. You'll have freed your time to take other callers and have handled this unprepared caller very professionally.

And your commissions will go up!

:-)

Answer 2

I am a tech support agent. I take incoming calls & the only thing that amazes me is how many people curse & swear at me over the phone! I would never call my tv provider & call the person on the other end the "B" word because I didn't get what I want. They sound like children having tantrums sometimes. I wish they knew how they sound. Their mother must not have taught them an manners at all.

And to answer your question...you know you need to troubleshoot because you are calling me. Why are you calling me from work? You have to be in front of your tv like the recording said. Do they think we have a magic "fix" button?

Answer 3

OH! If through threat you simply desire purchaser carrier from a particular retailer for your field. You will must name that retailer instantly and feature them switch you to the purchaser carrier table due to the fact that they don't have a right away quantity to that table. (At least on the retail outlets close me in Ohio)

Answer 4

We don't enjoy being put on hold. Neither do we enjoy getting a completely different order than was instructed. Find a new job because you are unhappy with this one.