Apprehendsiveness

alex · Post by **alex** » Sat Mar 07, 2009 9:20 am

How do you overcome your apprehendsiveness with a 1st time frontline/customer-service support job(Industrial attachment actually)?

I am afraid that some morons will want to make things difficult.Especially, the kind that poses questions until they get a favourable answer.

I have heard of how unreasonable some people here can be, say it aint so! A good testimonial not the money is what i am after.

cheat_curls · Post by **cheat_curls** » Sat Mar 07, 2009 10:05 am

just answer their questions and keep your cool

if they are giving you trouble, just say you can't resolve their problem and call your supervisor to deal with them, or handle it yourself in a reasonable manner.

kacie · Post by **kacie** » Sat Mar 07, 2009 10:33 am

where are you working?

alex · Post by **alex** » Sat Mar 07, 2009 11:37 am

Redhill, Premier Taxi.My Business course has a contact/call centre segment in it, so yea...

vicvic · Post by **vicvic** » Sat Mar 07, 2009 12:03 pm

when i talk to customers, i always see them as "children" and assume they do not know ANYTHING. just keep a smile on your face when you talk (even when you're on the phone) and keep your cool.

aaron · Post by **aaron** » Sat Mar 07, 2009 12:19 pm

if you go in with such an apprehensive attitude, life is gonna be hard- every other person on the call line will sound like a moron to you. why dont you go in with a more positive one!

alex · Post by **alex** » Sat Mar 07, 2009 12:28 pm

And i hope no one prank calls..my friend got prank called thrice in a day at another company before..lol.Wasted his time answering redunant questions.So suay.

keithzhoulw · Post by **keithzhoulw** » Sat Mar 07, 2009 1:03 pm

put on a smile and dnt lo se yr cool wont go wrong on this

alex · Post by **alex** » Sat Mar 07, 2009 1:23 pm

I dont think i would be seeing people face to face, probably just on the phone.

lips · Post by **lips** » Sat Mar 07, 2009 1:35 pm

It's a stressful job.

Turnover rate is high.

So what do you think?

Let this thread be ur rant when you start work.

vicvic · Post by **vicvic** » Sat Mar 07, 2009 2:23 pm

alex wrote:I dont think i would be seeing people face to face, probably just on the phone.

ever heard of the phase - people can hear your smile through the phone?

kacie · Post by **kacie** » Sat Mar 07, 2009 3:12 pm

phone mannerisms.

nakorius · Post by **nakorius** » Sat Mar 07, 2009 3:49 pm

alex wrote:And i hope no one prank calls..my friend got prank called thrice in a day at another company before..lol.Wasted his time answering redunant questions.So suay.

Just take things in your stride as they come along.

A few prank calls should be the last of your worries.

Your priority would be good customer service and making sure the callers get their taxi.

Don't ever let the below happen...

================================================================================

"Good Morning Premier Taxi, This is Alex speaking, do you need a taxi now?"

"Yes, I am @ Blk XXX Jurong West St 61."

"And where are you going Sir?"

"Blk XXX @ Bedok Reservoir Road"

"And your name Sir?"

"Mr. Tan"

"One moment"

*Radios Taxi*

*Mr. Tan - Pax waiting @ Blk XXX Bedok Resevoir Road, going to Blk XXX Jurong West St. 61"

You will have one very angry caller and one pissed off taxi driver

h · Post by h » Sat Mar 07, 2009 3:50 pm

if you think these people are morons, then you'll suck at this. nobody wants to spend time talking to morons.

alex · Post by **alex** » Sat Mar 07, 2009 3:59 pm

I am talking about the people who purposely give you and themselves a difficult time not that people who call are morons.

I call places to enquire too, you know

In my previous workplaces, there are people who still arent satisified with the answer they get even if it answers their questions in- depth.The staff were very polite .Some people are damn greedy.

http://www.apu.edu/imt/telecommunications/etiquette/ i found this useful

nakorius · Post by **nakorius** » Sat Mar 07, 2009 4:20 pm

Well if they are just calling in to book a taxi, I don't think things will go that awry.

You could always find out about the rate for prank calls when you are there.

Were they being difficult with you specifically in your previous job?

Anyway you just worry too much.

h · Post by h » Sat Mar 07, 2009 4:22 pm

i don't think he's doing the cab booking thing.
i mean, what's there to worry about in that?

maybe i should've used more than 1 sentence previously.
i'm well aware that you're talking about a particular group of people.
what i mean is that the minute you decide that the person you are talking to is a moron who's only calling to make your life difficult, then you'll have no desire to talk to them... and that in turn will have effect on how you deal with the next guy you talk to.

nakorius · Post by **nakorius** » Sat Mar 07, 2009 4:26 pm

Well he mentioned Customer Service with Premier Taxi and it is his call centre segment of his course... figured it would most probably be that...

h · Post by h » Sat Mar 07, 2009 4:28 pm

yea, i know... but it seems rather... weird... to worry about people calling to book a cab.

Post by **galapogos** » Sat Mar 07, 2009 4:38 pm

I'm sure you'll have your share of people calling in asking for the supreme deep dish pizza, or asking for a foxy lady, etc etc

alex · Post by **alex** » Sat Mar 07, 2009 4:41 pm

My friend's sister who works at Pizza hut call centre told me that this guy kept calling to chat girls up and ask what they are wearing amongst other lewd stuff.

Btw.

How do i transit from greeting into asking them for their name so that i know the proper salutation.

h · Post by h » Sat Mar 07, 2009 4:42 pm

calls from india kill me...
actually, french are the worst.

h · Post by h » Sat Mar 07, 2009 4:46 pm

uh... just ask for their name?

nakorius · Post by **nakorius** » Sat Mar 07, 2009 4:51 pm

alex wrote:My friend's sister who works at Pizza hut call centre told me that this guy kept calling to chat girls up and ask what they are wearing amongst other lewd stuff.

Btw.

How do i transit from greeting into asking them for their name so that i know the proper salutation.

Er.. if he sounds like a guy... call him Sir or Mr. ... and if she sounds like a woman... call her Ms or M'dam?

alex · Post by **alex** » Sat Mar 07, 2009 4:56 pm

h wrote:uh... just ask for their name?

I was wondering if i should address them as sir or mdm.OR should i just find out their name and address them by Mr/Ms *surname*

Which one is better or both also can?

Another thing i noticed is that some call centre agents dont bother saying good morning or whatever.They just say ABC company, James speaking e.g

nakorius · Post by **nakorius** » Sat Mar 07, 2009 5:04 pm

alex wrote: I was wondering if i should address them as sir or mdm.OR should i just find out their name and address them by Mr/Ms *surname*

Which one is better or both also can?

Another thing i noticed is that some call centre agents dont bother saying good morning or whatever.They just say ABC company, James speaking e.g

Premier Taxi will most probably have their own standard greeting for all operators and you would not be required to formulate your own greeting that is not in-line with the company's standard protocol.

I think you will learn it when you are there.

alex · Post by **alex** » Sat Mar 07, 2009 5:06 pm

Yup, from my mini research.I found out that many companies have a standardised greeting.Maybe i should stop worrying too much.

Thanks guys.You helped me a load.

Anyone here worked as a call centre agent or the likes even for a brief period of time?

kacie · Post by **kacie** » Sat Mar 07, 2009 5:25 pm

'Good Morning/Afternoon/Evening, how may i be of service?'

Post by **galapogos** » Sat Mar 07, 2009 5:26 pm

alex wrote:Maybe i should stop worrying too much.

yes, you should. it is just a CSR job...don't think too much.

alex · Post by **alex** » Sat Mar 07, 2009 5:38 pm

kacie wrote:'Good Morning/Afternoon/Evening, how may i be of service?'

Just make sure Jon Boey doesnt call you

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