It is important to listen to customers and help each person, but there are times when I am just not paying attention to you. I am really sorry about that, but I am only human. Sometimes when you call me at the office, I have other matters on my mind. I am just not listening to every customer on the phone and there are several reasons why.
A) You talk too much. Yes, I said it. I am sorry. After I've been working hours and hearing sob stories and angry rants, my brain can't process it all anymore. I don't really need to know 5 different reasons why you need a refund. Please just tell me you need a refund and give me one basic reason, and I will see what I can do. When you ramble on and on, I don't even want to give you the refund.
B) I have other customers with more crucial issues. Yes, you are important! We care about you and your business. However, if you are calling about something silly, but someone else is on hold because he claims we cashed a check that we never received, well, I am going to be a bit more concerned about him.
C) I am working on too many things at once. Back in the good old day, customer service reps were often only responsible for just that - customer service. Now every company is trying to save a few bucks and they tend to dump as many job duties as possible on their workers. This means when you call me to pay for a product, I might be running reports, sorting mail, and proofreading an important document that needs to go out in a few minutes... all at the same time. Sometimes I don't even have the time to answer the phone, yet that is my main job. I am very sorry if you happen to contact me at the wrong time!
Comments
Thanks so much! It is tough being in customer service sometimes.
I enjoyed your inside view, and the way you presented it. Nice page!
Thanks so much for checking out my article. And yes, often the policies are difficult for both the customer service workers and the customers. I think some customers don't realize that all the time.
It is a job and these people deserve respect, I always remind myself it's not their policies and procedures any time I call about trouble with a product. The biggest issue is time, I'm a very time oriented person as I feel so many of us are, once we buy something we don't want to deal with any issues. But again it is not their fault. For the most part I've dealt with very kind and thoughtful customer service people. Great Article.
Thanks so much for your comment! Yes, it can be tough at times. In general, most customers mean well. They just don't always understand how demanding the job can be at times.
Interesting to get an "inside" perspective and you make some really good points - we should all remember that Customer Service people are humans!