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The funny question and answer game ..

This morning I had a customer at the support rib, nothing new in my job. She had a signal failure. In the standard questions for an engineer squad, I was asked by a very creative answers but a little ...

I: What lamps are lit on the modem?
it: 2

course that was just the beginning ... After some back and forth, I knew what she meant lights. The next question we went so on ...

I: How many connections does your antenna socket?
it: 1
I: Please check again, it would be more.
them: 4 (without really nachzuschauen)

Somehow, the customer overwhelmed by my simple questions and has set the end. Too bad, I would have liked to send a technician.

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wisdom of the day

The volume of the customer is always inversely proportional to its knowledge.

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Good day, should I have your customer number?

For several weeks I have now made a small scratch list with great care and noted down on every call, whether the customer's account number or something to his identification on hand.

frightening came out! 500 customers had only 28% were correct account number to hand and had it not go looking for. Then there were 7%, by asking "Customer number?" yet responded.

we can say that over two thirds of the people had nothing in it. Although time and again the accusation was that they had at least 3 minutes waiting to hear our music. They were supposed to look this time, the customer number somewhere. The way stands on every bill, every delivery, welcome letter or other correspondence from us.

Ahja .. pssst .. I now tell a secret .. Sometimes I see the customer number of the caller when it is ringing for me .. but if you change something on the account or anything else in terms of data, then you have the Identify customers of course.

needed in the period for which the customer's account number to are looking for, I've mostly checked his line and queried its modem and therefore I am all ears for me already known concerns. Well .. so it is holding with the customers;)

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brother blog;)

great solidarity, we point out to the brother of the Call Center Blog Junkies .. with love and care of the blog will be fed by hand-picked agents and maintained.

great compassion and a lot of respect goes to http://ccbiel.blogspot.com/