Sunday, May 21, 2006

SUPPORT and Call-Centres Difficulties

By: Kourosh Talebpour 21 May. 2006

Have you ever worked in a 24 hour support team? Have you ever argued politely with a bad-tempered customer through telephone line?
Do you have any clues about this circumstance? As a matter of fact, I haven’t been a support staff and what it is called practically, “help desk”, but fortunately, I have some experiences in managing a call-centre for couple of internet service providers and I know a lot of difficulties about this exhausting job.
Let’s talk about a miserable support team member, who should answer a lot of irrelevant questions and try to be patient as far as imaginable. You may face any strange mentality moods, a plenty of technical and untechnical complains and in a space of time, you should explain a professional problem to a housewife or something worse to an old man newbie in a simplistic manner and above all, you should have a good behaviour, friendly voice and as it is the fashion; you are expected to have a good sense of humour.
These days, there are a lot of recommendations from management experts about how we should behave with our customers to keep them for a long time and satisfied of course. All of them are common in this point of view that customers always are right and we should have pleasure in serving them. As far as trade and business are concerned, we should tolerate any kind of clients. That is the clue.
I recall one case, which our support guy heard a plenty of offensive and quite rude speakings, however pretended normally and said nothing but after hanging off the phone he screamed loudly and went out for an hour. I believe as long as Quality of Service (QoS) and charging are conducted we will see these problems, henceforth.

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