Unutterably Silly So what are you doing RIGHT NOW?

[Verencat]

Originally Posted by pshrynk

Screaming, "BUGGER OFF, YOU SON OF A WHORE!!!!" at them doesn't seem to work?

I'd rather say "yes, I understand, I'm really sorry. You are right, let me see what I can do. And I'm really sorry for the [delay, misunderstanding, wait, situation]. Have I told you I'm really sorry and I'm working on it? Let me call you back in ten minutes to tell you I'm sorry and I'm doing everything I can, ok?"

I'm really good at being sorry

[badgoodDeb]

Sounds like the hired exactly the right person then! That position needs a lot of cowtowing to customers who are already irked. Just don't let it get to ya!

[griffonwing]

For 4 years I worked as a Directory Assistance operator for Verizon, Vz Wireless and T-Mobile. Talk about cowtowing. You'd be surprised at just how rude people can be. And some would be rude for the sole purpose of getting credit for the call.

You kind of notice when they've called DA 7 times, and each time complained of a previous wrong number and received credit. I love idiots

[Laz116]

Originally Posted by Verencat

I'm really good at being sorry

You should really be part of some sort of minority.

[krisk]

Originally Posted by griffonwing

For 4 years I worked as a Directory Assistance operator for Verizon, Vz Wireless and T-Mobile. Talk about cowtowing. You'd be surprised at just how rude people can be. And some would be rude for the sole purpose of getting credit for the call.

You kind of notice when they've called DA 7 times, and each time complained of a previous wrong number and received credit. I love idiots

yerg... I spent a stint as a switchboard operator in Germany when I was pregnant (got too big around to wear my toolbelt). some of the jerks you could set your watch by

[kazbates]

Originally Posted by Verencat

I'd rather say "yes, I understand, I'm really sorry. You are right, let me see what I can do. And I'm really sorry for the [delay, misunderstanding, wait, situation]. Have I told you I'm really sorry and I'm working on it? Let me call you back in ten minutes to tell you I'm sorry and I'm doing everything I can, ok?"

I'm really good at being sorry

One of my mom's favorite sayings, "Kill them with kindness!" It use to work better but now everybody just thinks you're being sarcastic. When I had to deal with an irksome parent of one of my students, I went out of my way to be kind and understanding (while making sure that I had documentation to cover my derriere). By the end of the meeting, they were usually apologizing to me for "the misunderstanding".

[griffonwing]

Originally Posted by kazbates

One of my mom's favorite sayings, "Kill them with kindness!" It use to work better but now everybody just thinks you're being sarcastic.

That's the best part of being on the other end. you CAN be sarcastic. It's actually fun. Someone calls in with a gripe, and you KNOW they're just being an ass, you can the right words, with a slight inflection, and get them hotter, and when questioned, simply apologize if they heard wrong

Ahhh.. those were the days.

I remember one time, I got a call for Fort Smith, Arkansas (pronounced by the caller as ar-KANsas). I searched and informed the lady (who was calling from Kansas, btw) that I found no such town in Kansas. "Young man, I said AR-kansas, not Kansas." I said "Do you mean Arkansas? (Arkansaw, the correct pronunciation).

"it's pronounced Ar-kansas." She KNEW the correct pronunciation, but would not, for some reason, allow herself, or any other, to say or believe otherwise. If you are calling in for State information, give the correct pronunciation, not your personal opinion of what the pronunciation should be.

I was quite snarky on that call. I am certain she called back to complain.

[ShortNCuddlyAm]

I'm not aware that anyone's ever complained about my attitude (well, not since I left school, anyway...) - which is rather fortunate given my default setting for dealing with just about anything is a sort-of dry humour coupled with a tendency to be a more than a bit direct, and a refusal to treat anyone differently based on their position in the company. However, it has transformed previously awkward customers into pleasant-to-deal with ones, and got me more than a few thank yous in the form of chocolate! (And the nickname from an ex-colleague of "headmistress" )

[Verencat]

Originally Posted by kazbates

One of my mom's favorite sayings, "Kill them with kindness!" It use to work better but now everybody just thinks you're being sarcastic. When I had to deal with an irksome parent of one of my students, I went out of my way to be kind and understanding (while making sure that I had documentation to cover my derriere). By the end of the meeting, they were usually apologizing to me for "the misunderstanding".

I completely agree with that statement! I have 6 years of service to clients behind my belt, and kindness as always been the one and only solution to work things out with clients ans customers. As a cashier, I greeted clients with a "Hi, how are you?" systematically, and everyone was glad. Downside is: many wanted to be served exclusively by me, so while other employees had nothing to do, I always had someone at my cash, and absolutely no privacy while walking in the neighborhood. I even got to a point where the 5 min walk between the grocery store and home took me 20 min every time because I had to stop, chat and kiss half the people in the street. Good side is: new friends and contacts, plus often free beer at the local bar!

As a phone interviewer for a survey company, being nice just helped me score more interviews and a better salary. As a baker - well everyone loves a baker, so no problem there!

In normal life, I just like to make people smile as a challenge. The meaner the bank teller, the bus driver or the cashier looks, the more I work to make them happy - and it's totally worth it when you realize mean people are actually usually nice!

[nomesque]

Sick toddler (yeah, AGAIN).

Sigh.

[Patricia]

Originally Posted by Verencat

I'd rather say "yes, I understand, I'm really sorry. You are right, let me see what I can do. And I'm really sorry for the [delay, misunderstanding, wait, situation]. Have I told you I'm really sorry and I'm working on it? Let me call you back in ten minutes to tell you I'm sorry and I'm doing everything I can, ok?"

I'm really good at being sorry

In that case, you really must read some Daniel Pennac, Cat. "Au bonheur des ogres" (translated as "The Scapegoat") is the one to start with. They are detective stories set in the Belleville area of Paris (where Zelda lives) and feature a professional scapegoat. I have rarely laughed so much and immediately read the whole series.

http://en.wikipedia.org/wiki/Daniel_Pennac

[Verencat]

Originally Posted by Patricia

In that case, you really must read some Daniel Pennac, Cat. "Au bonheur des ogres" (translated as "The Scapegoat") is the one to start with. They are detective stories set in the Belleville area of Paris (where Zelda lives) and feature a professional scapegoat. I have rarely laughed so much and immediately read the whole series.

http://en.wikipedia.org/wiki/Daniel_Pennac

I discovered Pennac some time last month, when I read The Scapegoat! It was hilarious, I looooved that book! Which now reminds me I need to find more of his work... Is it me or having a liseuse makes reading choices considerably more difficult? I'm trying to read all Colette and the Discworld series, there is also A Hitchhicker's Guide to Galaxy, Sade, 2000 Lieues Sous les Mers, Mark Twain in original version, plus the bunch of used p-books I already bought... And another ton of PD e-books I downloaded recently, and many MR member-made stories I have yet too read.

I'm off to read.

And thank you for reminding me of Pennac, I meant to go get a membership card of the BANQ (bibliothèque et archives nationales du Québec) for their e-book library, I'll borrow a few of his books while I'm there.

[phenomshel]

Originally Posted by Verencat

I completely agree with that statement! I have 6 years of service to clients behind my belt, and kindness as always been the one and only solution to work things out with clients ans customers. As a cashier, I greeted clients with a "Hi, how are you?" systematically, and everyone was glad. Downside is: many wanted to be served exclusively by me, so while other employees had nothing to do, I always had someone at my cash, and absolutely no privacy while walking in the neighborhood. I even got to a point where the 5 min walk between the grocery store and home took me 20 min every time because I had to stop, chat and kiss half the people in the street. Good side is: new friends and contacts, plus often free beer at the local bar!

As a phone interviewer for a survey company, being nice just helped me score more interviews and a better salary. As a baker - well everyone loves a baker, so no problem there!

In normal life, I just like to make people smile as a challenge. The meaner the bank teller, the bus driver or the cashier looks, the more I work to make them happy - and it's totally worth it when you realize mean people are actually usually nice!

I have the same "problem". Chris complains he can't take me ANYWHERE because I'm always stopped, greeted and hugged by someone anywhere we go that knows me from the three years I've cashiered at the only "supermarket" in our little town. Chris is not what you'd call a social person. He swears he'd never be able to do my job, he'd kill someone inside of five minutes. He probably would, too. Me, I just like people, and I like making them happy. Since there is only one "supermarket" in town, that also means that as well as working there, I shop there, too. Since my shift is the closing one, that means I have to go in and shop on my days off. It takes me FOREVER, because everyone has to stop me and tell me what's been going on, and ask why I'm not working that day.....

[GeoffC]

Originally Posted by Verencat

I completely agree with that statement! I have 6 years of service to clients behind my belt

excuse me whilst I have a funny mental picture moment .....

[Slite]

Originally Posted by Verencat

I completely agree with that statement! I have 6 years of service to clients behind my belt

So many MANY ways to abuse that post....

Must... restrain... self....