Service is Directly Proportional to Your Attatude

Yelling gets you no where people. I understand you’re angry, but remember we’re people too. Not only that, but we are new to this issue, we don’t update everyone in the call center to every customers problem. If you get on the phone and begin screaming we have no idea what you’re yelling about, nor will that make us want to help you.
When I get a customer on the phone who treats me like dirt and expects wonderful service, they will be disappointed. I will do the bare minimum for that person. I know you’re angry, I understand why you’re angry, hell I even agree with why you’re angry. I’m on your side! Just remember we are here to help you. Please treat us the way we required to treat you.

The Mute Button

There is a small weapon in our arsenal that makes working in a call center so much easier. It’s called the mute button. Now this button does not mute the customer, that would be no help to us, instead it mutes us. Making it easier to talk to your supervisor, bullshit with your co-worker, or make fun of the customer, all while on the call!

It’s an amazing little tool. Most call centers you’ll get background noise from other workers, if you ever hear that cut out, it means mute button has been turned on. This may not mean that we’re making fun of you. It could be that we had to sneeze, or our supervisor or co-worker asked us a question. But, if you’re being a jerk, we’re making fun of you.