Always wondered why some of the CSRs at the call center would get chewed out more than others despite being polite and respectful and I think you just made me understand that it was because they sounded false. They had a very obvious “customer service” voice. The ones who didn’t tended to just sound like normal folk having a good day. (That’s the secret sauce, they usually weren’t having a good day, but they sounded like they were in on some joke with you, that joke being ‘ahh talking to people, am I right?’)
A rep comes at me with that voice and I know damned well they aren’t listening to me, don’t give a fuck about what I called about.
I was training a customer service class and we listened in on my best friend. He was bullshitting with someone from near his hometown about local foot-the-ball. They were stunned! How unprofessional! Then my guy promptly handled their issue, everyone happy.
The point wasn’t that he had the background to talk to someone like that. The point was that he talked to them as another human.
Always wondered why some of the CSRs at the call center would get chewed out more than others despite being polite and respectful and I think you just made me understand that it was because they sounded false. They had a very obvious “customer service” voice. The ones who didn’t tended to just sound like normal folk having a good day. (That’s the secret sauce, they usually weren’t having a good day, but they sounded like they were in on some joke with you, that joke being ‘ahh talking to people, am I right?’)
A rep comes at me with that voice and I know damned well they aren’t listening to me, don’t give a fuck about what I called about.
I was training a customer service class and we listened in on my best friend. He was bullshitting with someone from near his hometown about local foot-the-ball. They were stunned! How unprofessional! Then my guy promptly handled their issue, everyone happy.
The point wasn’t that he had the background to talk to someone like that. The point was that he talked to them as another human.