Customer Relations

If you recently requested by the customer service that is familiar with this recorded message "This call may be recorded or monitored for quality purposes." Immediately I think to myself, "Oh, well, here comes the game of 20 questions." Now do not misunderstand me. I spent many, many years of training Customer Service Reps (CSR). I'm everything to ensure that customers receive the best possible service. What I am not in favor is the list of pre-script CSR questions are bound to ask whether they are applicable to the situation at hand. I've seen some checklists with up to 25 pre-script "call quality" standards that CSR should be used.

If they do, and someone comes to control the call, you get marked down. Ridiculous I say! Let me give you some highlights of a recent call I made to my car club known: CSR: What is the year, make and model of your vehicle? Me: 2000 GMC Yukon Denali CSR: There are no 2000 GMC Yukon Denali (obviously could not be found on its list of equipment options that she needed to tell me I was wrong) Me: Yes there is, I drive it every day CSR: What is wrong with your car? Me: I do not know. Will not start. CSR: Does it need to be towed or jumped? Me: I do not know. I do not know what is wrong with it. CSR: Well, do you think should be towed or jumped? Me: I have no idea.

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