As we work our way up the corporate ladder, many of us take on jobs in customer service. Although I have never worked in retail, I’ve had a few secretarial/administrative jobs. These have required answering the phone. Whether one is on the receiving end (simply taking messages from clients/customers/students/parents/alumni, etc.) or responsible for answering questions, the job can be quite demanding. One must be pleasant and agreeable, but not be exploited for their kindness. Ultimately, these types of jobs are crucial for one’s professional development.
Here are ten things all customer service representatives know:
1. People can be nasty on the phone.
Customer service representatives soon realize that the age-old adage, “The customer is always right,” may not always be the case. No matter how cheerfully you pick up the phone, some individuals will just start firing off at you for something that is not your fault. You learn to remember that they are not mad at you, but at the system.
2. They don’t realize that you virtually have no power.
The majority of this frustration stems from their own lack of patience. Callers will sometimes expect you, as someone who just answers the phone, to work miracles. You simply don’t have access to that responsibility. It can be stressful when customers insist on answers that you simply cannot provide.
3. You learn to diffuse situations without being walked on.
With this bombardment, you learn to strike the balance between being sunny and having a backbone. Rather than prolong situations, you learn to quickly summarize what the caller has indicated and insist that someone will get back to them. This diffusion can be especially tricky when you’re finishing up a call and have to answer another call on another line!
4. You learn those phone codes like the back of your hand.
Many phone systems require that you dial extensions to transfer calls to the appropriate party. Because these codes are your lifeline, you have them down pat.
5. You cultivate your emotional intelligence.
You cultivate emotional intelligence in a way that Corrine and Taylor never will! This job is designed for a “people person” – someone who is extraverted and can read people well. Use this strength to your advantage. There’s a reason why you were hired.
6. Your customer service voice is different from your normal speaking voice.
Because you are extra-pleasant on the phone than in real life, your telephone voice is often more understanding. You are constantly working on your telephone manner, prioritizing how to be engaging and articulate. And if you're like me, you instantly snap back to your normal voice after hanging up a call.
7. You’ve contemplated (or have) answered the phone in a different accent.
With so many hours on the job, it can be fun to shake things up a bit. You have likely thought about picking up the phone while speaking in a different accent, making sure not to break character.
8. You bond with your co-workers.
Your co-workers truly become your family. They have your back when you’re sick, running late, or are just not up to the task. You bond during the quiet times and share funny phone calls. You are a team!
9. You learn the art of patience.
This type of job depends on you being calm, cool, and collected. You learn to sit through callers’ rants and offer reassuring affirmations.
10. You become a more considerate caller/customer.
With so much time on the phone, you begin to see how difficult it is to serve customers. You learn never to knock on these types of jobs. They’re truly not for everyone.
I hope my fellow customer service representatives chuckled at just how “real” these experiences are. Keep up the good work!
