I don’t think I’ll ever stop being amazed at the power of song, to not only fling you at thirty-thousand miles per second back to the time you listened to it, but to score the seal and let the emotions you didn’t even know you were feeling burst forth. Ah, the dam imagery again. Lordy. Get a new line Lou.
I’m listening to The Foo Fighters, ‘The Best’. My voice cracked while I was roaring out the chorus. I love a good sing, wasn’t expecting a good cry to boot.
And I’m still suffering from on/off writers block. Or am I? I doubt it’s possible to write well and analyse well every day. This one’s going on a good few days now though. I suppose it’s difficult when you write a blog everyday not to fall into the trap of simply repeating yourself…
I’ll just stop myself there and spare you all the whinging. I’m pissed off today, with myself and humanity because I had the misfortune to speak to 45 rude human beings one after the other today. And rather than hammer on about how soul destroying it is to be pinned down while someone pours the hot lava of their fury, lack of education, and frankly, frightening lack of respect for another human being into my ear, I shall just write down a few pointers here for those of you unlucky enough to ever have to deal with a call centre to bear in mind.
1. Do not start a conversation with ‘What is your name’, the person has just said it in their intro, if they haven’t leave it a while, you immediately put them on the defensive by cutting across their greeting and making demands before at least getting through the hello that is customary to the start of every phone call.
2. Call centre agents have to ask irritating questions like ‘can I have an alternative contact number’, they don’t really want to (because they do it all day everyday) but their bonus depends on it and they will be given out to if they don’t. Do not tut and sigh and bark at them when they ask these questions. It is rude and will again, not make the person overly inclined to be helpful towards you.
3. Where possible do not curse at the call centre agent, they will spend the rest of the call trying to get rid of you and not helping you in the slightest bit.
4. Where possible do not ask the call centre agent if they are stupid because you do not understand a clearly laid out invoice, or indeed, the concept of VAT
5. Do not mistake getting what you want for a basic human right.
6. Try to understand that the phrase, ‘I have done everything within my ability to help you on this issue and there really is nothing further I can do for you right now’ (when repeated for the third time) is not an invitation to rephrase your rant for the eight time. Call centre agents generally will try to resolve the problem on the spot if they can (and as quickly as they can), they would prefer not to have you call back, increasing call volumes, and frequently their ’stats’, on which a large percentage of their pay is based, will be effected if they don’t help you.
7. Try to appreciate that the agent is not psychic (and as such if they ask for your name as a contact they mean for you to say it rather than say ‘yeah, my name’) and in general, if they ask you for information they are not doing it for fun, if it was on the screen they really wouldn’t be asking. In the same vein saying ‘It should be on your screen’ will not be interpreted as a helpful contribution to the conversation either.
8. Try to refrain from hanging up on someone who has spent ten minutes trying to help you to the best of their ability, it’s actually quite hurtful and rude.
9. It is also useful to remember that pointing out someones race as an indicator of their ability/intelligence will not incline them to help you either.
10. If English is not your native tongue it is useful to stop the person before they complete a minutes worth of instruction before they get to the end, they will not find this anywhere near as irritating as you saying ‘what’ (and only ‘what’, with no indication of which of the several points raised you find difficult) at the end of their delivery.
11. Being pleasant and polite to a call centre agent will almost always at the very least allow them to concentrate on the problem thus solving it more quickly, and will often mean they are far more willing to go out of their way to help you.
12. Try, as difficult as it is, to remember that they have heard what you are saying nineteen million times before and no amount of extraneous detail is going to facilitate them to undo all of the processes their bosses have put in place. Nor will any amount of shouting, loud sighing, short answers, sarcasm, interuption or pretending not to hear what the person has just said.
13. Remember they are following rules, not their rules, the company’s rules, and they are not the company and constantly repeating ‘YOU did this, YOU said that’ is rude and illogical.
14. You will not be the first or the last to have to wait in a queue to speak to an agent and blasting them out of it for your wait is not going to make it any different. Similarly, if there is a queue it means they have been taking back to back calls and are already stressed out enough without listening to you damn them and their company to hell for your inconvenience.
15. Remember, while you are asking this person whether they have any brains or personality or a degree, that this person knows your address and your bank details, and they may just be as unhinged as you.
Nuff said.