An Appeal To Our Valued Customers

I got some mixed reactions with my previous post. I labeled it as “callcenter humor” because come to think of it, it was one funny call. What's funny about it is that both parties aren't communicating at all. The agent insisting that the customer should provide account information first while the customer is demanding the resolution of his issue at once. Man, the customer's really irate. Imagine figuring out how to shut down a laptop for two hours and what it takes is just to press down the power button for ten seconds. I can't help but laugh at the end of the call.

But seriously. I do commend the agent though for being so cool. He could have just answered the customer's concern at once but no, he has to follow the callflow. Hahaha! For us agents, we receive those calls everyday, if you're lucky, even every hour.

To our customers/callers, it's our procedure to ask account information for the security of your account. We know that “customers are always right”, but hey, you don't have the right to cuss or insult agents. We know how frustrating it is when you are having some problems with the product or services that you paid for, we “empathize and sympathize” with you, but that doesn't give you the right to yell and swear at us. Agents are here to help you, that's our job. Remember, we are assisting you OVER THE PHONE. If you do not want to talk to us because you think we can't speak English, politely ask to be transferred to somebody else. We understand you need to vent out your frustration, but not to the point where you insult, malign and belittle us. We need to verify your identity first, probe about the issue so that we can provide you with the right solution. As agents, we are always reminded to “think like the customer”. Reality check, we are also customers like you. We do encounter same issues like you have.

We should all realize that we live in a civilized society. As humans, we have manners and values and that separates us from animals. We should show each other respect, whatever the situation is.

Just a reminder, if you're in a restaurant, never do that to a waiter. You may never know what “ingredients” might be mixed with your food.

Oh well, some customers really have attitude problems. Some are racists, have big egos, psychos or just plain morons. But if you're just having a bad day, take a walk first before you make that call.

Disclaimer: I am not the agent on the call, I do not work for DELL, I just got the link from YOUTUBE and it was posted months ago.