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Katsunami · 09-20-2013, 07:55 PM

I've worked in customer support some time ago, as a job beside school.

The training is all about the customer, on how to read/listen to the requests carefuly, on how to phrase clear responses, so issues are promptly resolved and the customer does not need to mail / call / chat back again...

Then, the real world.

Mail: Faster! Send out 40 mails a day... no wait! Not enough. Do 50. Hey! Some people managed 57 mails... next week the target is 60 mails a day!

Chat: Hm... only one customer? That's nothing. You can handle two in one chat session. Or three. No wait, let's try four. If there's a slow one, pick a fifth!

Calls: What? 7 minutes?! A call should be shorter than 5 minutes! We actually want a target of 4:30. You must handle that faster. Huh, whaddayasay? OF COURSE you can walk 91 year old gramps with his 12 year old computer through that wireless printer setup in 4:30 minutes. Why wouldn't you be able to?

Result:

Don't read mails. Just read the subject and hope your canned response will work.
Don't read chats. Actually, don't chat. Tell them you'll mail them instructions.
Don't listen to customers: tell the you'll send them a mail, then hang up.

Copy/Paste canned responses like crazy: *send* *send* *send* *send* *send*...

Don't solve any problems, have hugely annoyed customers.

09-20-2013, 07:55 PM	#14
Katsunami Grand Sorcerer Posts: 6,111 Karma: 34000001 Join Date: Mar 2008 Device: KPW1, KA1	I've worked in customer support some time ago, as a job beside school. The training is all about the customer, on how to read/listen to the requests carefuly, on how to phrase clear responses, so issues are promptly resolved and the customer does not need to mail / call / chat back again... Then, the real world. Mail: Faster! Send out 40 mails a day... no wait! Not enough. Do 50. Hey! Some people managed 57 mails... next week the target is 60 mails a day! Chat: Hm... only one customer? That's nothing. You can handle two in one chat session. Or three. No wait, let's try four. If there's a slow one, pick a fifth! Calls: What? 7 minutes?! A call should be shorter than 5 minutes! We actually want a target of 4:30. You must handle that faster. Huh, whaddayasay? OF COURSE you can walk 91 year old gramps with his 12 year old computer through that wireless printer setup in 4:30 minutes. Why wouldn't you be able to? Result: Don't read mails. Just read the subject and hope your canned response will work. Don't read chats. Actually, don't chat. Tell them you'll mail them instructions. Don't listen to customers: tell the you'll send them a mail, then hang up. Copy/Paste canned responses like crazy: send send send send send... Don't solve any problems, have hugely annoyed customers. Last edited by Katsunami; 09-20-2013 at 07:59 PM.