It has been quite awhile… bear with me… so…
“Thank you for calling D*ll S*l*t**n St*t**n, my name is Alex, how may I help you today?”
Some say “hi, thank you for calling…” “Hi” giving it a personality… but I still feel the standard, just “thank you for calling” is rather appropriate and formal… and it's really how you say it… and I really have no problem with that… but I am also thinking of…
“you have reach D*ll S*l*t**n St*t**n, hi, my name is Alex, how may I help you today?”
Very formal on the first line, a pause before saying hi, and it would be like Miss Universe parade of nation… hmmmm…? It may tend to sound weird…? Hmmmm…
I’ll stick to the standards…
This is how I was trained when I was entering hardware support… I was a new hire, and though I had call center experience, a few of us know the dynamic of a call, it should be agreed that the trainer should treat everybody as call center virgins… so we start with how to open the call… the training was very scenario base… this is in theory that everything can’t be thought in a classroom… which is very true as around 80 to 90% of what I know now about hardware troubleshooting, I learned in the floor, while taking calls… we actually learn by doing…
This is not how my software training is going... it is more of “training? What training? This is training?”
Anyhow… the customer say…
“I have a virus issue…”
Back in my first call center, we were trained to say “oh” thus we were tagged the Oh wave… “Oh, I see”, “Ooooh…! I’m so sorry to hear that…”, “Oh, that must be frustrating…” “Oh no, I’m sorry for the inconvenience…” or simple, “oh…”
“Oh” have been a primary empathy statement…
Then you assure the customer of your willingness to help, short to telling them you are to flatten mountains, part the seas, and walk through fire for them… overly theatrical of me… “let me help you with that” or assist, or “I’ll do my best to resolve your issue” will do…
But like the “Oh” expression, it really is in the tone of voice… it have to be convincing… it have to felt by the customer… you don’t just say the line, you make them feel the line…
Then you ask for the name of the customer… take note of the last name… but address them on the first name… addressing them as Mr/Mrs/Mss + last name, is too formal… and you want the call to run as friendly as could be… meaning you are of equal… so you address them on their first name… anyways, American prefer being address on their first name… ma’am or sir is a no-no… as doing so, you are proclaiming unwittingly that they are your superior… they are the boss... at least, this is how it is in technical support.. but even when I was with customer service, it have always been first name basis… with the exemption of when the customer introduces him/herself with a salutation… say, “I’m Dr. John Doe” or “I’m Professor Jane Doe”… you will then have to address them formally as doctor, professor, or what not… but rarely do I encounter this, Americans are really not particular with titles… although I did use to flatter customers before, I saw the customer was a doctor on the account so, I did address the customer Doc…
But, here is the difference now that I am with the software department… the software department is a fee base support group, unlike… well in the hardware department where I came from, they should still have an active warranty for us to be able to help them… and if it is about to expire, they will have to buy a new warranty for them to continue having support… and that the hardware warranty is purchased upon point of sale… in the software department, the warranty is sold upon the point of need…
We charge per incident and depending on how difficult the issue is… but we also have bundle plan, which is cheaper… I am actually convinced and that I believe in the product… and so I think I could sell this, if only the American Economy gets better…
So, first, I have to make sure the customer is aware that the queue, or support group that he reached is a fee base support group… of course, this is after I have her system information, verified it and see that he have not called the department before… “Before we go further, may I just inform you that you have reach a premium software support service.” Or “you have reached a fee base support group…”
And let the games begin!!!
To be continued…
“Thank you for calling D*ll S*l*t**n St*t**n, my name is Alex, how may I help you today?”
Some say “hi, thank you for calling…” “Hi” giving it a personality… but I still feel the standard, just “thank you for calling” is rather appropriate and formal… and it's really how you say it… and I really have no problem with that… but I am also thinking of…
“you have reach D*ll S*l*t**n St*t**n, hi, my name is Alex, how may I help you today?”
Very formal on the first line, a pause before saying hi, and it would be like Miss Universe parade of nation… hmmmm…? It may tend to sound weird…? Hmmmm…
I’ll stick to the standards…
This is how I was trained when I was entering hardware support… I was a new hire, and though I had call center experience, a few of us know the dynamic of a call, it should be agreed that the trainer should treat everybody as call center virgins… so we start with how to open the call… the training was very scenario base… this is in theory that everything can’t be thought in a classroom… which is very true as around 80 to 90% of what I know now about hardware troubleshooting, I learned in the floor, while taking calls… we actually learn by doing…
This is not how my software training is going... it is more of “training? What training? This is training?”
Anyhow… the customer say…
“I have a virus issue…”
Back in my first call center, we were trained to say “oh” thus we were tagged the Oh wave… “Oh, I see”, “Ooooh…! I’m so sorry to hear that…”, “Oh, that must be frustrating…” “Oh no, I’m sorry for the inconvenience…” or simple, “oh…”
“Oh” have been a primary empathy statement…
Then you assure the customer of your willingness to help, short to telling them you are to flatten mountains, part the seas, and walk through fire for them… overly theatrical of me… “let me help you with that” or assist, or “I’ll do my best to resolve your issue” will do…
But like the “Oh” expression, it really is in the tone of voice… it have to be convincing… it have to felt by the customer… you don’t just say the line, you make them feel the line…
Then you ask for the name of the customer… take note of the last name… but address them on the first name… addressing them as Mr/Mrs/Mss + last name, is too formal… and you want the call to run as friendly as could be… meaning you are of equal… so you address them on their first name… anyways, American prefer being address on their first name… ma’am or sir is a no-no… as doing so, you are proclaiming unwittingly that they are your superior… they are the boss... at least, this is how it is in technical support.. but even when I was with customer service, it have always been first name basis… with the exemption of when the customer introduces him/herself with a salutation… say, “I’m Dr. John Doe” or “I’m Professor Jane Doe”… you will then have to address them formally as doctor, professor, or what not… but rarely do I encounter this, Americans are really not particular with titles… although I did use to flatter customers before, I saw the customer was a doctor on the account so, I did address the customer Doc…
But, here is the difference now that I am with the software department… the software department is a fee base support group, unlike… well in the hardware department where I came from, they should still have an active warranty for us to be able to help them… and if it is about to expire, they will have to buy a new warranty for them to continue having support… and that the hardware warranty is purchased upon point of sale… in the software department, the warranty is sold upon the point of need…
We charge per incident and depending on how difficult the issue is… but we also have bundle plan, which is cheaper… I am actually convinced and that I believe in the product… and so I think I could sell this, if only the American Economy gets better…
So, first, I have to make sure the customer is aware that the queue, or support group that he reached is a fee base support group… of course, this is after I have her system information, verified it and see that he have not called the department before… “Before we go further, may I just inform you that you have reach a premium software support service.” Or “you have reached a fee base support group…”
And let the games begin!!!
To be continued…
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