Friday, February 24, 2006
I was scanning through some old files in my office email to see which ones to keep before I leave. Then I found this commendation note from a certain caller named Jeff Jurena. I actually received two notes, both from him -- one was through the email survey we send to our customers and the other one was a transcript from a technician who handles calls from customers giving commendations. Here's the one from the email:
"Man - Thank you for your patience and help tonight. It looks like the repair you suggested to the operating system helped get my computer back to running properly. It was nice to get someone who was helpful and who knew when to laugh when I needed a laugh. I hope I never run into this situation where I will have to call again for help, but if I do I'm hopeful that you're on the other end of the phone. May our paths cross again.
- Jeff Jurena (a very satisfied Dell customer) "
And here's the phone trasncript:
"I had a very good experience with the technician on the other end of the line. He took time to understand me on the phone and realized that it was OK to chuckle a little when I tried to crack a joke or two about my computer seizing up. His communication skills were about the best I've ever received during a technical support phone call for any tech product. If all your reps were as concise and helpful as this person was, you'd have no complaints on tech service. He was good."
It feels good to receive comments such as these. This person doesn't know me and I know nothing about him either. All I can remember was he needed help for his computer. Gosh! i can't even recall what his problem was.
More than the graveyard shift, the emotional stress in handling irate customers is the most painful in working in a call center, at least in my experience. I admire agents who can shrug their shoulders and even sing while the phone is on mute while a customer on the other line is screaming and cursing at you. No-brainer job they say, but I learned a lot in terms of dealing with people. In saying the right words and saying it in the most pleasant way. Rule of thumb, it's not what you say but how you say it. My patience was really tested and I doubt it if I even pass. Let me share to you Man's unforgettable lines which has been a source of laughter of his officemates..."Ma'am, the reason why we can't solve your problem is that you're so hasty, you're so clumsy, and you're not listening to me!""I even key-spelled it for you twice! it's msconfig... M for Mike, S for Sam, C for Charlie, O for Oscar, N for Nancy, F for Frank, I for India and G for George. Got it?!" (in the most insulting voice)"Ma'am, don't cry or I'll panic here... Don't problem the problem if it's not yet a problem!"At the end of the day, it's about people with problems. Simple ones compared to man's greatest problem -- SIN. This is the next job that God want's me to deal with. More gruelling, probably but the worth is eternal.
manÜ
@ 5:21 AM
