Have You Raised The Bar Lately?
In our call center reps are being recognized as "Raising The Bar" by essentially kissing the butts of every customer that calls in. For example and this is an actual e-mail "I just overheard REP X RAISE THE BAR on a call where she told our customer to congratulate her son on his graduation. GREAT JOB Rep X!!!!!!!!!!!!! Now most of you know me on this forum. This kind of a$$ kissery is unacceptable. I believe great customer service is geting your cell phone to work, explaining your bill, and finding a store location near you, and most other concerns along those lines. Showing concern over someones kid that is probably doing the same thing millions of other kids are doing across the country is just unneccessary. "Just the facts maam" Let's ...
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Just a question for you. Put yourself in the lady's shoes, would it not make you fell better if someone actually took notice of something you said and pesonalized the call? I always tell a cust to have a good trip if I hear they are going on a trip. It's just taking it to the next level.
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Maybe I'm different just fix the issue I need fixed and I'm good. That is why I keep a flat robotic tone in all my calls. I despite my somewhat mean persona in this forum constantly get certificates, and awards for solving the customers issue without excessive a$$ kissery. My point is CINGULAR doesn't get bad revues because of lack of a$$ kissing it's usually bill or network related issues that piss off the customers.
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lordrevan05 said:
Maybe I'm different just fix the issue I need fixed and I'm good. That is why I keep a flat robotic tone in all my calls. I despite my somewhat mean persona in this forum constantly get certificates, and awards for solving the customers issue without excessive a$$ kissery. My point is CINGULAR doesn't get bad revues because of lack of a$$ kissing it's usually bill or network related issues that piss off the customers.
..or because of poorly tested phones that all crap out in the same way. IE Motorola v400/500/600 series that all need a wedge driven between the housing and earpiece to prevent an eventual fade in volume.
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Nope, no raise the bars. Honestly I don't understand it, why would you get recognized for something you should be doing on every call. I know you don't agree with it but im the type of person to say congrats, or stay safe on your trip whatever the case may be, thats just me, but somehow those calls never seem to be recorded with me.
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The only emotion I display is sympathy for the passing of a loved one. I'm just very unemotional that way...on the job that is.
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My personality comes out a lot in this job. I can definately understand where you're coming from and what you're saying. Im not disagreeing with you. My personality is sympathetic and empathetic im a very caring person and it shows on the phones too.
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She won't admit it though! She thinks she is too young to settle down... 🙂
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No its not that...its just that, well lots of people say they love me but that doesnt mean im going to go and marry them all.....
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She is too young. Much too young. She's younger than me. It's a pitty, but marriage happens.
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I agree with the original poster I don't think we should talk to customers like they are stupid, it's just corny and unnecessary. I prefer taking a professional approach with customers not talking to them like we're old pals, it helps get them what they need. I have had some people though I get into conversations with but it's not too common since I like to get them taken care of and on their way.
It can be nice sometimes but butt kissing shouldn't be considered "raising the bar".
It can be nice sometimes but butt kissing shouldn't be considered "raising the bar".
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