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Relational communication skills training!
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"phunny" mail:

It looks great! My only comment is: It’s too short.—Chris

I love this site. I have had all those people call me. Keep up the good work.—Judith

I love it and want to see more!—Rob


And now for something more serious...
Call Center Rep Coaching:
Why It Matters!
"...In return, the promises dangled out in front of you include: a higher level of satisfaction for the customer; improved consistency between people and teams; personal growth and development of each person; and even increasing job satisfaction and retention..."

                                        Cartoon by Randy Glasbergen,used with special permission from the cartoonist.

                                                        Unauthorized usage of any kind is prohibited and unlawful.


YOU, YOU GOAT HEAD!
Right after I started with customer service, I had a customer call who gave me her account number before I was ready. I asked her to wait a moment, and when I was ready said, "Go ahead." She started to give me her number again and then stopped. "Did you just call me goat head?" she asked. I was horrified. "Oh no," I sputtered. Then she started laughing, and added, "My husband always gives me a hard time when I say 'go ahead.' He says, 'Don't call me goat head,' and this was the first opportunity I had to use it on someone."

WOULD YOU LIKE PAYMENT ARRANGEMENTS WITH THAT?
I had been talking to a lady who was on her cell phone when she said, "Hold on while I order my food." I waited and heard her order a cheeseburger, french fries and an orange pop. Then she came back to me and we discussed her payment arrangements.

OH, BROTHER CAN YOU SPARE A FLIGHT?
I work in a call center for a travel agency. One morning a lady called and asked for a bereavement fare as her aunt had just passed on. Taking into consideration she wanted to leave the following day and was asking to travel in a very expensive market on the most expensive day, she was extremely upset when I informed her the fare would be over $700. "Oh that's just great!" she exclaimed. I apologized and asked her if she would like me to try any other dates or airports. "No," she answered, "this is just so ridiculous. Why couldn't she have died at a more convenient time?"

THOUGHTS ONE RARELY GETS TO EXPRESS:

  • Thank you. We're all refreshed and challenged by your unique point of view.
  • I don't know what your problem is, but I'll bet it's hard to pronounce.
  • I will always cherish the initial misconceptions I had about you.
  • No. My powers can only be used for good.
  • My toys! My toys! I can't do this job without my toys!
  • It might look like I'm doing nothing, but at the cellular level I'm really quite busy.
  • At least I have a positive attitude about my destructive habits.
  • You are validating my inherent mistrust of strangers.
  • Someday, we'll look back on this, laugh nervously and change the subject.

Source: Readers of The Phone Phunnies

 
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Used by permission.