So, I have worked off and on in customer service for years. Every now and again I get a really charming caller. One such caller was an elderly person who was cussing and screaming up a blue streak. The call had been transferred to me in error. Needless to say, the caller wasn't happy. At one point in the conversation that person said, "I'm 65 (or maybe 75) and ... yada, yada, yada ... ." Well there was the briefest of pauses and I was able to slip in. "That really surprises me as you don't sound a day over 31." The caller stopped his dialogue and the line was quiet for the longest time, then when he came back on the line he was just as sweet as honey. If any of you have worked in customer service, I'd love to hear your tales. I remember that call fondly for some reason.
'Bout 12 years ago I was in one of my "many hats" jobs - silly me, I like working for smaller companies - when "that customer" called in with a litany of complaints. You know the one - the one that is never happy - no matter what?
She lit into me like a house on fire and I tried my best to calm her down to no avail. Now keep in mind, she was insinuating my Mama lived under the front porch (it's a country thing - think about it) and cussin' up a blue streak. I tried to interject and calm her some more, but no dice.
I finally just quit trying and went silent.
"Are you still there?" she said.
She lit into me and the company I worked for again.
"Are you still there?" she said.
"You're not gonna talk to me if I keep cussin' at you, are you?" she said.
"No, ma'am. They don't pay me to be cussed at, they pay me to solve problems..."
Following that, she wouldn't speak to another sales/service/support rep. She still hasn't forgiven me for leaving that job, but we remain friends.
When I worked at a grocery store in the UK, I notice an older gentleman just standing in the middle of an aisle. I went and asked if I could help him find anything.
He grabbed hold of my arm, and I realized then he was blind. He explained to me that his companion had left him there while they just selected a few things.
When he heard my American accent, he went on to tell me how much he loved listening to audio books when they were read by Americans. He spoke with great animation and patted my arm as he spoke, much as my grandmother use to do.
I am certain our paths were meant to cross that day as it lifted both our spirits.
@Scott A McCray... I think I processed her drivers license at the DMV!
I once worked as a telemarketer for gym signups. It was hard going - I coped for about 3 weeks then left that job. During a call, I pitched gym membership to a nice sounding guy on the phone. Unfortunately, I didn't know how to pronounce the nearest capital city's suburb of Reservoir. I said it "Re-serve-warrr" and he said I sounded like a 70s throwback on drugs.
Finally figured out most people call it "Re-serve-vore".
by JP Carlos 4 years ago
Many sales professionals especially the old schools ones often tell me that the customers are always right. Because of this, many of them simply bow down to what the customers want even if the request is illogical or even outside the company's policies.Customer service is not about spoiling...
by Simone Haruko Smith 6 years ago
Whether we’re working for a larger company, running our own businesses, or even just interfacing with parents (as a teacher) or readers (as a Hubber), we all provide some sort of customer service to people. How can we improve our skills? What mistakes should we avoid?Share what you’ve learned...
by xuniperx 2 years ago
If you've worked in customer service what's the craziest thing you've seen/encountered?Would you mind if I shared it on my website? (retailworkerconfessions.com). Let me know and whether to put a name to the post or leave it anonymous....
by U M Hiram 6 years ago
What has been your worst customer service experience? In what industry?
by Shadesbreath 8 years ago
Ixxy made an interesting comment on a hub I wrote where I was having a little sarcastic melt down about the unfathomably horrific service I got from a visit to Lowes. I was going to respond to it in the comments, but I thought it might be interesting to get opinions on his idea, or at least...
by brittvan22 5 years ago
Is Good Customer Service Realistic?Is it ok to be disrespected as a valued customer?
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