Comments on: Cover Your Ears For A Second http://www.jeffersonstolarship.com/2009/07/cover-your-ears-for-a-second/ Ten Wolvz and Counting Mon, 16 Jan 2012 21:52:52 +0000 hourly 1 http://wordpress.org/?v=3.1 By: William Gatevackes http://www.jeffersonstolarship.com/2009/07/cover-your-ears-for-a-second/comment-page-1/#comment-174 William Gatevackes Tue, 14 Jul 2009 03:11:24 +0000 http://www.jeffersonstolarship.com/?p=229#comment-174 Something tangentally related to customer service: When I started at the Company That Once Employed Both Of Us, all through training they kept telling us that our main goal was to make sure we answered the caller's question, no matter how long it took, so they would not have to call back in. It was repeated so much that I thought there would be snipers on the mezzanine ready to take me out if I ended a call too early. When I actually got on the floor, it was all about call volume. Get the customers off the phones as quickly as possible. We were told we were expected to take about 100 calls per day. That would make the type of customer service drilled in our heads in training impossible. Why do I think this was? Because calls answered is easier to calculate than problems solved. "Bob answered 150 calls today! He's a stallion!" instead of "Bob only took 25 calls today, but those 25 people will be our customers for life!" Something tangentally related to customer service:
When I started at the Company That Once Employed Both Of Us, all through training they kept telling us that our main goal was to make sure we answered the caller’s question, no matter how long it took, so they would not have to call back in. It was repeated so much that I thought there would be snipers on the mezzanine ready to take me out if I ended a call too early.

When I actually got on the floor, it was all about call volume. Get the customers off the phones as quickly as possible. We were told we were expected to take about 100 calls per day. That would make the type of customer service drilled in our heads in training impossible.

Why do I think this was? Because calls answered is easier to calculate than problems solved. “Bob answered 150 calls today! He’s a stallion!” instead of “Bob only took 25 calls today, but those 25 people will be our customers for life!”

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