As a former Tech Support and Customer Service Rep, my daily goal was simple: not to be shouted at. That was my personal KPI and it motivated me to read every announcement, email, and update. This helped me to think out of the box and develop my problem-solving skills while maintaining a drive to help. Being a frontline service to anything can be terrifying, but it's what you make out of it that counts.
I realized that I am no different from the customers I had spoken to. I have a habit of schooling the other person on the line and losing my temper. So, as a person on the other line, I think of myself and how I would react in that situation. If I imagine myself shouting at the other person, then I know I should do things differently. Even if my AHT will be longer, I'll get other calls that will balance that. I'll try to reach out through different channels and if it can't be done, I'll be able to explain what had been checked and what we tried. They may still be angry, but an understanding kind of angry.
Whether I'm the support or the customer, I ruminate after the experience. As a customer, that's more of guilt and I feel bad, but I also don't. As a support, I think of what I could have done differently. It's one of those things that usually happen, so we don't talk about it.
That’s my story. What’s yours?
#customerservice #techsupport #problemsolving #communication #perspective
Technical Support Manager at Jolt- 15+ years of Customer Experience Excellence.
2moThanks for sharing 😀