An Exercise in Patience

for the both of us

Published on July 19, 2004 By crimson In Business

My job requires me to interact with many strangers from the US, daily. In a nutshell, I help problem-solve for our employer, asking clients relevant questions pertaining to electronic malfunction. Yes, we get calls regarding billing and internet support, but most of the calls that I respond to are strictly troubleshooting issues.

It's no surprise that I interact with many assholes throughout the day. Assholes who, probably, if they weren't talking face-to-face with me, wouldn't dare to say the stuff that they say, and in the tone that they say it.

I don't take no shit.

But, I do understand the wants and needs of my employer. They don't want me talking back to some rude, lame-ass guy who can't get his data device to work. They certainly don't want me to call him on his stupidity for not making sure that his voice-mail is actually activated without wondering why he isn't receiving messages.

It's not even the electronically-undeveloped that I have problems dealing with. Hell, I can't program my VCR to record a show 3 weeks in advance, either. As far as cellphones go, I know next to nothing about SIM cards, WAPs, or international roaming charges either. And, I should know a hell of a lot more about blackberrys and other devices, too.

I have problems with people who want their answers immediately. I'm a smart girl, but it's impossible to know absolutely everything about the products that we support, let alone know what you've done yourself to try to fix the problem, thereby making my job that much more difficult to do.

But really, I can't do it. No one can. I have a computer that has all the information available to me to give to you, but, shit... some things do take time. If you ask me a question, and then another one, and throw in another question on top of the other two, and your intended call to me ABSOLUTELY, WILL NOT BE ABLE TO BE SOLVED IN UNDER 5 MINUTES. Sorry, but you have to expect that some things really do take time sorting out.

So, what's the answer?

Be patient. Request a callback if you know your problem is intricate, but you only have 4 minutes until your morning break is over. Don't bitch at me because YOU are in a hurry and decided to call between appendix operations.

Don't be cheap. I realize that we are a large company. That you pay good, hard-earned money for your services. But, if you want me to research the origins of a five cent charge on your bill, why it happened and if it has happened to you previous to you first noticing it, you're the reason why some of the other charges are so high. I just earned over five dollars for your five cent charge. And you are not the only person who makes complaints like this. It's partly why your rate plan exists the way that it does. To pay for all us workers who solve these 'problems' for you.

Be nice. I don't know you, but I understand your frustration. Try to understand mine. I'm going on incomplete notes from other reps that you've talked to, or am having a little difficulty hearing you over the 175 other employees around. Your pager is a pretty red color, but that doesn't help me any in locating it from over the 30 other pagers that we service, and twice that many that may not be listed on my updated list.

I have 6 computer programs that I work with simultaneously, that I once had no clue about. I just finished training last week. I know what I am doing, now, but give me a break. Keep cool.

Somebody. Anybody. Please.

Comments

KellyW0498

on Jul 19, 2004

HI nic,
I know about dealing with the public but i didn't even think of the aspect of how they talk to you when you are on the phone. You are very smart and I'm sure you will always get those calls but you will find little ways to deal with it. I know that may not make sense. I usually have pretty good customers but the other day I had these two elderly women one was so down right rude about everytihng, the other one was so sweet. The rude one I finally just asked only what I needed to know and the other one I was gushing about what a lovely day and a fabulous dress she had on. I killed her with kindness and the other one brightened. I know you probably can't do that and this really does make no sense now. So, I will just let you know you will get faster and better jusg because you are a smart girl.
*

* KellyW

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