Call Center Customer Service, Rude

Call Center Work

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Call Center Work

Call center reps get to have a full dose of accusations, complaints and a plethora of offensive comments well before their first work hour is finished.  Needless to say, such work is not for the easily insulted, nor for the quick tempered.

While customers are not bound by the constraints of civility and common decency, reps must control their natural desire to respond to unkind comments in an equally callous way.  Not doing so can have rather unpleasant consequences for all parties involved.

The challenge for call center managers is to provide reps with the tools to help them deal with difficult customers in an effective manner.  

One one side of the equation, reps must be provided with a robust training curriculum that allows them to understand the issues that cause frustration for customers.  In addition, they must be trained on how to deal with those issues in the most professional of ways.

On the other side, reps must be allowed to gather their thoughts and regain their bearing after very difficult calls.  Giving reps just a moment to compose themselves prepares them to handle new calls as individual interactions instead of extensions of previous calls.

In the call center business, where time is a very precious commodity, giving reps a few minutes away from the phones seems like an impossibility.  However,  not doing so simply feeds the roaring fire that is turn over.  

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REFERENCE: CARTOON # 59