Comment on Ah, customer service

• FauxPseudo@lemmy.world ⁨2⁩ ⁨weeks⁩ ago

  Funny thing about that. One of my jobs was with the absolutely most rigid follow the script places to have ever existed. The radio ratings. Not only could you never not follow the script verbatim but between calls you could read nothing but the handbook. Countless people must have read this thing cover to cover over the years. But, apparently, not one person had ever understood what they were reading or proof read it. I found 21 errors. And in one of those errors was a little bit of text that explicitly stated to never read the script verbatim.

  In most centers the follow the script thing is for newbies. Then you don’t meet the KPI numbers and they threaten you. Then people get desperate and stop following the script. If they get results then no one cares about the script anymore. The top performers never follow the script.

  And as a general rule the absolute top performer not only doesn’t follow the script but is a compulsive liar. But they get results and the returns are justified by the sales.

  Except at the radio ratings place. Follow the script or die. Even if the handbook has one tiny section that says don’t follow the script.

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  • titanicx@lemmy.zip ⁨2⁩ ⁨weeks⁩ ago

    This app depends the type of call center. You are very focused on sales call centers, which I have been a part of. But tech call or just customer service call centers are much more abundant. I have been a top performer metric wise in all 3. I was never a liar in the sales centers I worked in, I just provided facts backed up and let them handle themselves and worked for places that products weren’t shady. In the 2 centers I worked that had shadyish products, I achieved top performer quickly, but quit as I didn’t believe or care about the product. I’m the other centers I’ve been in yes, tier 1 were absolutely required to follow a script. These were usually people that had 0 clue about what they were doing, so a script was needed. Beyond that you had to hit basics, but at the higher tier 3 or beyond there was no scripting, just fix the issues. 

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    • FauxPseudo@lemmy.world ⁨2⁩ ⁨weeks⁩ ago

      All that cellphone stuff and the defense contractor were all service/tech/helpdesk.

      Much less script based. Maybe you get a script for day one of some launch but otherwise you are on your own in most competent operations once you are out of training and shadowing.

      But in sales the script is god until you break free and hit those KPI.

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