Customers arent always right
Unfortunately, we lived in a notion that customer is always right. Well, basically it is right, but believe me or not, it’s not true all the time. One thing I can share you with is my job experience. I’m in an industry where you provide customer service via avaya (all who are in the same industry will get that term). If you’re in a position that your job knowledge and your experience are your strength, well think again… Customers often mistook people from customer service as “stupid”. The heck of this thinking is that, why do customers bother to wait for a long queue to talk with a stupid agent? Isn’t it strange? Why do they have to ask someone to explain their billing even though they know from a fact that the reason of their service interruption is their lack of money to pay their bill, to think that some of these customers are irate. They are blaming the agent they are speaking with their own shit. And then, stressing out the agent when suddenly they want to speak with a manager and supervisor, and guess what, same question will be ask by these customers again and again and again.
If you are a customer service rep, you are expected by these customers to provide them with 101% customer service. They are always in the mood to make you not in the good mood and destroying your average handling time. They are calling you to explain their billing/shit, and yet they keep on interrupting you and even cussing the company you are working with. They even threaten you that they canceling their services, but when you are ready to transfer them to the disconnection department, suddenly they become chicken and stops yelling, wtf is that attitude???
Customers have these notions that a representative chickens out if they are looking for supervisor. Actually, customers are just making agent’s job easier. They are also thinking that if they look for a supervisor they will get what they want. Actually, fyi (“the customers”) even the supervisors wont even grant your “unfullfillable” wants. Asking why? Well, as a matter of fact, these agents and supervisors are using the same system. So even how many times a customer asks for a supervisor, they cant still get away with their shit.
Unfortunately, we lived in a notion that customer is always right. Well, basically it is right, but believe me or not, it’s not true all the time. One thing I can share you with is my job experience. I’m in an industry where you provide customer service via avaya (all who are in the same industry will get that term). If you’re in a position that your job knowledge and your experience are your strength, well think again… Customers often mistook people from customer service as “stupid”. The heck of this thinking is that, why do customers bother to wait for a long queue to talk with a stupid agent? Isn’t it strange? Why do they have to ask someone to explain their billing even though they know from a fact that the reason of their service interruption is their lack of money to pay their bill, to think that some of these customers are irate. They are blaming the agent they are speaking with their own shit. And then, stressing out the agent when suddenly they want to speak with a manager and supervisor, and guess what, same question will be ask by these customers again and again and again.
If you are a customer service rep, you are expected by these customers to provide them with 101% customer service. They are always in the mood to make you not in the good mood and destroying your average handling time. They are calling you to explain their billing/shit, and yet they keep on interrupting you and even cussing the company you are working with. They even threaten you that they canceling their services, but when you are ready to transfer them to the disconnection department, suddenly they become chicken and stops yelling, wtf is that attitude???
Customers have these notions that a representative chickens out if they are looking for supervisor. Actually, customers are just making agent’s job easier. They are also thinking that if they look for a supervisor they will get what they want. Actually, fyi (“the customers”) even the supervisors wont even grant your “unfullfillable” wants. Asking why? Well, as a matter of fact, these agents and supervisors are using the same system. So even how many times a customer asks for a supervisor, they cant still get away with their shit.
