Happy Thanksgiving to my American friends and readers.
In my past life I was a Call Centre Team Leader responsible for supervising, developing, leading, coaching and mentoring a team of 25 Customer Service Representatives. I loved my job and like to think I was pretty good at it. I miss my team and even thought we keep in touch with Bacefook it’s just not the same as seeing them every day.
Part of my job also meant I needed to take calls from people who had asked to speak with a supervisor or manager. Some days those calls were genuine grievances and we would do our very best to come up with a solution that helped the customer. Some days the calls were just people being assholes.
Yup, I said it … assholes. Have you been one of those assholes?
It’s one thing to be upset however being upset does not give anyone the right to spew horrible names at the person taking the call. I have been called some nasty names, threatened, screamed at in a voice only dogs could hear. I could take someone’s swearing out of frustration but I would not tolerate someone swearing AT me or the agents on my team. When the caller became personal with their comments that’s where I would draw the line and the call either calmed down or ended quickly.
There were also callers who wanted to pass along their Thank You’s for service they felt went above and beyond. We called this a Kudo’s Call and they were my favorite kind of Supervisor Call to take. The Sup Call/Kudos Call ratio was 20-1. This was disappointing for me because I knew the agents on my team were always going above and beyond but did it in a way that the caller had no idea they just received exceptional service. It also made me realize how often we do not take time to say Thank You for good service we receive.
How often do we go our of our way to appreciate their work? Talk to a supervisor just to say ‘that staff member offered great service’? Fill out a comment card that says ‘everything was amazing, thank you’? – Kim
Please take a moment during your busy day to say Thank You to someone and let Kim know. There’s a Starbucks in it for one lucky Giver of Gratitude!
Everyone has a BAD service story to share but when was the last time you had good service? Did you share that with anyone?
Have you asked to speak with a manager or supervisor to pass on a Thank You for exceptional service?