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Pliers
Mar 17, 2003
A brief note on the dangers of DIY.
A call taken by one of my colleagues raised a few smiles
in the office.
The customer was an elderly lady reporting damage to the
wiring in her socket. Apparently the entire socket front
had fallen off and pulled out all the wires.
She asked if the wires were dangerous, because they might
hurt her 10 year old grandson. I advised her it was safe
as long as he didn't lick them.
Customer: "Do you think I should push them back
in?"
CSR: "No, I wouldn't recommend that, you might
damage it."
Customer: "Just a minute, I'll get some pliers."
And went off before my colleague could argue with her.
Usually we don't recommend customers to attempt repairs
themselves.
The next sound hear on the phone was;
"Right, I'm going to try pushing them bac-CLICK
DRRRRRRRRRRRRRRRRRR......."
Listen to the words coming from my mouth
Apr 14, 2003
Standard greeting: "Good morning/afternoon/evening
faults, CSR speaking. Can I have the number
you are reporting please?"
[Enter number on system]
"And for security can you confirm the NAME and ADDRESS
there please?"
No what part of that could be interpreted as either:
- Address only.
- Name only.
- Street part of address only.
- Skip the dialing code.
- Skip the dialing code, but tell me the town name.
- Start a long ramble about what the fault is.
- Tell me there's already a fault reported, and ask for
update.
- Say you spoke to five minutes
ago about this.
- Anything else which slows down my ability to help you.
In conclusion: Listen to what I am saying and answer the
question asked.
Am I Speaking A Different Language?
Apr 18, 2003
Some customers really baffle me. They seem to either not
hear what I'm saying or ignore me.
Me: "So the fault will be repaired on Monday."
Customer: "And when will the line be working?"
Me: "The fault is outside your house, near to
the exchange."
Customer: "So is the fault is somewhere in my house?"
Me: "I can't tell how much compensation you'll be getting,
but if you call back when the line is working, we can calculate
it for you."
Customer: "And how much will I be getting?"
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