Customer Survey

You waited on the phone. It took you around forty five minutes before you finally spoke with someone.  By the time someone came to answer you. You were not in good mood anymore.

The person on the other end of the line tried to pacify you. Asked how he can be of help to you. But you kept ranting how long you waited on the phone. Reiterating the company has very poor service. With emphasis it, is not about the person on the phone but the poor service of the company.

Finally the agent was successful in attending to your concern. Issue was fixed. You received survey on your email. Your frustration for waiting on the line was still at the back of your mind. Time to get even, you answered the survey. The following day, the agent was coached by the team captain for the poor survey.

If you are a customer, be objective in answering survey.  You are not happy with the company. Fine, bombard the company with your comments that goes with the survey. But never put a poor  survey unless the person on the other end did not help you at all. Your survey goes to the person you spoke with, not to the company. 

Commendation

Weekend nights are queuing nights which means we get more calls compared to working days. This is so, as most of us do not have work schedule on Saturday and Sunday. It is not only me I guess, but I noticed majority of my calls are unresolved customers issues.  I would receive these calls normally on Saturdays and Sundays. I reckon I had been with the company for so long it is probably why I used to get these types of call.

Folks, I work as a tech support for phone and satellite television.  Saturdays and Sundays are when most customers are home and have more time to stay on their telephones. It is not pleasant experience to get shouted at on the phone, but I never argue with customers. I will only be wasting time if I do, as they will not listen. In a way, I find some advantage on these types of call. I get to rest my throat as customers do the talking. Likewise, while I let them vent out I have time to check the history of their troubled services, find the best solution I could offer them.

Believe me folks, by time a customer is done giving me a lengthy lecture I was able to review their account.  Nope, I do not keep myself so quiet, a yes, right and short acknowledgment is enough to tell a customer I am listening.  At times if I need to type I would tell them I am doing a search, I need to type. While reviewing their accounts and accessing the relevant tools I will need, I would notice some improvements on our system.  Great! Our system is getting more user-friendly! Thank you to all awesome guys and gals who worked hard to lessen our burden in system navigation. 

Customer First

Thank you for calling how may I help you today?”

“I am calling about my telephone. I reported the noise on it since December. I was promised of someone coming but, no one has ever come to our house. My husband is undergoing chemotherapy. I have to endure this noisy telephone every time I call his doctor.”

I received the call from a soft spoken lady a minute before I log out to end my shift, around the second week of January 2012. I could imagine the effort calling from a very crackling telephone. We had to shout at each other to be heard. I responded without hesitation, accessed the trouble ticket. To my surprise, I searched an open ticket that indicated “acknowledged” by dispatch but no technician was ever assigned. 
My instinct dictated to me the lady on the phone needed her phone badly. Putting customer first, I did not mind at all extending my working hours. I rebooked the ticket, routed it to the correct department. To backup my request for priority, I sent a request for manager call back. I assured the lady on the phone. Someone will call her the soonest possible time and her phone will be fixed.

Fright Night

We had a little celebration of Halloween at the office. It was last 29th of October night. Our Call Center has several captive accounts and our bosses had the idea of having a Halloween contest for all accounts. The team of our entry is about a murder that happened long, long time ago in the U.S. I did not read the script. I just saw a film clip being played while I had my headset on talking with a customer. During the dramatization when the judges were inside our office there was someone who screamed at the top of her lungs. The customer I was talking with asked me “What is happening? What is that screaming sound? I apologized to the customer saying we have a Halloween party at the office. 

Here are some photos I took from mycell phone. Sorry folks. I took these with less light. My brain was too busy to think of bringing my camera at work. The organizers of the contest had to turn off some lights while waiting for the judges. The dead tree looking thing is huge pillar wrapped with black plastic trash bags. Attached to the pillar that looked like dead branches are rolled newspapers painted with water soluble paint and water colors. The young lady in black blouse had black eye shadow make up all over her face. Both white lady and black lady were giggling when I took their photo from my cell phone. 

Kudos to our office managers and team captains who designed a simple less costly decoration for the contest! Win or lose they offered us some excitement for the night. 

Happy Halloween! ☻