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When I first started as a call centre agent I had this silly idea that I would giev good customer service, chat to the customers a bit, after all I had worked in shops before and knew how to talk to customers.
But in this job............wait............every call is timed, every superfluous "how are you" counts in time, so no chatting.
And then, because we are giving them money, we have the lies.
I started off being very empathic and sympathic when confronted by the woman whose name was not on the account, but it was her father's account, her mother is very upset, can we close the account and send her any service charges owing back to her, or can she collect them, you know, flowers to pay for funeral, etc.
And it was a lie!!!!!!!!!!!!!!!!!!!
I found out afterwards her father was not dead, and I felt very stupid.
And that's why I don't make pleasant talk with customers anymore.
But in this job............wait............every call is timed, every superfluous "how are you" counts in time, so no chatting.
And then, because we are giving them money, we have the lies.
I started off being very empathic and sympathic when confronted by the woman whose name was not on the account, but it was her father's account, her mother is very upset, can we close the account and send her any service charges owing back to her, or can she collect them, you know, flowers to pay for funeral, etc.
And it was a lie!!!!!!!!!!!!!!!!!!!
I found out afterwards her father was not dead, and I felt very stupid.And that's why I don't make pleasant talk with customers anymore.