I work in a call center for a home improvement store (not disclosing the name). I help our stores with orders and what not. Sometime they just don't listen to what I'm telling them or they are ridiculously ignorant. I usually don't catch myself getting louder and louder while trying to explain things until it's too late and I've made the person mad at me. My quality assurance team has yet to catch one of the really bad ones. But, I know that they eventually will and it won't be good for me. I don't cuss or say anything bad about the person on the other line, but I do get rather loud when I get excited or upset. Any tips?
2007-03-07 08:30:53 · 8 answers · asked by Jenn 1 in Society & Culture ➔ Etiquette
First, try not to categorize them as stupid. If they were actually stupid, then wouldn't you be a little more patient with the poor things?
It seems as if you are simply frustrated with repeating the same things again and again. Remember, you may have answered this same question 20 times today, but this is the first time the person on the phone has asked it. Try to treat each customer as if they were the very first call of the day. When a person is clearly confused, or just does not understand what you are trying to tell them, it may be a good time for you to step back for a second, and rethink your approach.
Tell them, "Mr. Blank, it sounds like you aren't understanding my explanation, so I would like to get a clearer answer for you. Can I put you on hold for a moment"? Use this time to start from the beginning in your own mind. What exactly is the misunderstanding? Put yourself in their shoes for a moment, and try to determine if it is your lack of knowledge that is leading to your frustration, or if you are just impatient with how long it takes for them to understand. Also, if you are trying to answer questions that are outside of the scope of your work, this could also lead to frustration. If someone wants to know why their order did not come in on time, and you cannot answer that, then it is time for you to transfer that person to someone who can give him a more complete answer. In any case, when you get back on the phone, start again from the last place they did understand, and work your way forward from there.
2007-03-07 08:52:13 · answer #1 · answered by Anonymous · 0⤊ 1⤋
I have done customer service but not on the phone (face to face). And it that kind of enviroment the only thing to do is smile and start explaining all over again. Then when they aren't looking take a break and go hide and let out frustration. On the phone you could ask the customer to please hold a moment put the phone on mute and take a breather, relax, and when you are calm smile and start explaining all over again. It should work.
2007-03-07 08:42:19 · answer #2 · answered by mommyramey 2 · 0⤊ 1⤋
Remember, no matter how stupid, the customer is always right in a retail environment. Try asking another person to explain it to them, so that you will have a witness, and also someone else who can understand your frustration. If the other person gets them to understand, analyze WHY, because you may learn something.
2007-03-07 08:36:48 · answer #3 · answered by Cheryl Durham, Ph.D. 4 · 0⤊ 1⤋
Possibly your burnt out on a customer service job or not cut out for it. Maybe do something else.
2007-03-08 09:43:48 · answer #4 · answered by bigpumpdaddy 4 · 0⤊ 0⤋
Pretend like your talking to your grandmother or daughter or someone who might not understand exactly what your saying, and rephrase whatever you are trying to say in the nicest way possible.. that's all i can say sorry if it doesn't help :-S
2007-03-07 10:10:42 · answer #5 · answered by Shay 1 · 0⤊ 1⤋
Deep breath, and remind yourself they can't help it, they were obviously born that way!!!
There is a secret marriage between stupid people and retail...just accept it!
2007-03-07 08:39:05 · answer #6 · answered by Anonymous · 0⤊ 1⤋
tell the caller to hold on and breath (calm down)
2007-03-07 08:36:24 · answer #7 · answered by i ♥ my cat 2 · 0⤊ 1⤋
screw em stupid people are worthless
2007-03-07 08:38:37 · answer #8 · answered by TheOneNOnlyTK 3 · 1⤊ 1⤋