Para quienes me conocen y para quienes no, mi empleo actual es un Call Center, prestamos el servicio de atención telefónica a la linea de una empresa de este país.
Desde mis inicios hace 3 años supe que seria tarea difícil de todos los días, pues si amigo lector, en el Call Center la tarea es satisfacer al cliente, o en promedio hacerle entender cuales son los diferentes procesos internos que lleva a cabo la entidad sin dar a conocer información que comprometa la privacidad de la compañía.
Pero hoy quiero hablarte desde mi experiencia, de los diferentes tipos de clientes que se comunican día a día, o como decimos en nuestro lenguaje interno: cual es la llamada mas pesada (frecuente) del día.
En la mesa servida tenemos:
El Humilde: El que no sabe nada y quiere que todo se lo hagan desde la linea telefónica, no entendiendo que hay procesos que deben ser realizados por ellos mismos por razones de seguridad.
El Acusador: Este tipo de cliente, siempre quiere hacer sentir culpable al asesor aun sabiendo que solo es un simple empleado, usan palabras tales como: son unos ladrones, a ti te pagan con el dinero que a mi me roban, dame tu nombre y documento de identidad por que te voy a denunciar y hare que te echen, tu no estudiaste, te entrenaron para robar desde un teléfono. entre muchos mas alegatos.
El Soberbio: Se comunica exigiendo la disponibilidad de sus productos por que según él, siempre paga puntual, el asesor le pide tiempo en espera para validar en el sistema y el cliente dice que no va a esperar que quiere su servicio YA. al no ser posible habilitar los productos sin previa verificación solicita colocar una queja de servicio en contra del asesor, el supervisor, y todo el organigrama de la empresa, punto.
EL Quejón: Desde que inicia la llamada pide colocar una queja por el tiempo en espera, pide queja por que el asesor se equivoco al decir buen día, siendo buena tarde, pide queja por que fue a una sucursal y lo hicieron esperar sentado en la oficina 1 hora, y pide queja si la respuesta brindada por parte del asesor no satisface su requerimiento.
El Apurado: Quiere que el asesor se convierta en la maquina, y usa palabras como: ¿Ya terminaste?, apúrate apúrate, necesito el tiempo,¿ Ya? ¿por que te tardas tanto? que mal servicio ofrecen, este tipo de cliente casi siempre terminan colgando la llamada y no deja hablar al asesor.
La pareja celosa: Cliente que llama estando con su pareja para verificar el saldo de su cuenta y tiene el teléfono en alta voz, se le indica el saldo y el cliente dice que desconoce algún movimiento, al verificar el establecimiento donde se hizo el consumo se evidencia que fue en un lugar de citas o/y hoteles y se le arma la grande. (tuve una llamada así) lo mas triste es que no supe en que quedo todo, la llamada la colgaron.
El Sádico Pervertido: En esto de los Call Center, se consigue de todo, nunca falta el cliente que hace ofrecimiento indecentes y ofrece dinero a cambio de algo de acción, el cliente emite palabras y frases que denotan la excitación que lo arrastra. personalmente solo he tenido una llamada así, también he oído de muchas y son mas frecuentes de lo que se imaginan.
Por eso dije al inicio que trabajar con clientes es bastante difícil, sin embargo con el pasar del tiempo te vas acostumbrando y solo queda manejar la llamada.
Quiero que sepan que los tipos de clientes son muchos mas, pero eso quedara para otro post.
Un cordial Saludo de despedida, y la bendición de Dios.
For those who know me and for those who don't, my current job is a Call Center, we provide the service of telephone attention to the line of a company in this country.
From my beginnings 3 years ago I knew that it would be a difficult task every day, because if you are a reader, in the Call Center the task is to satisfy the customer, or on average to make him understand which are the different internal processes that the entity carries out without giving out information that compromises the privacy of the company.
But today I want to talk to you from my experience, about the different types of customers who communicate day by day, or as we say in our internal language: which is the heaviest (frequent) call of the day.
At the table we serve:
The Humble: The one who doesn't know anything and wants everything done from the phone line, not understanding that there are processes that must be done by themselves for security reasons.
The Accuser: This type of client, always wants to make the advisor feel guilty even knowing that he is only a simple employee, they use words such as: they are thieves, they pay you with the money they steal from me, give me your name and identity card because I am going to denounce you and I will have you thrown out, you did not study, they trained you to steal from a telephone.
The Superb: Communicates demanding the availability of their products because according to him, always pay on time, the advisor asks for time on hold to validate in the system and the client says he will not wait that he wants his service NOW. When it is not possible to enable the products without prior verification asks to place a complaint of service against the advisor, the supervisor, and the entire organization of the company, period.
The Complaint:Since the call starts, he asks for a complaint about the waiting time, he asks for a complaint because the advisor was wrong to say good day, being good afternoon, he asks for a complaint because he went to a branch office and they made him wait sitting in the office for 1 hour, and he asks for a complaint if the answer given by the advisor does not satisfy his request.
The Haste: He wants the advisor to become the machine, and uses words like: Are you done, hurry up, I need the time, already? why do you take so long? what bad service they offer, this type of client almost always ends up hanging up the call and doesn't let the advisor speak.
The jealous couple: Client who calls being with his partner to verify the balance of his account and has the phone in high voice, the balance is indicated to him and the client says that he does not know some movement, when verifying the establishment where the consumption was made it is evidenced that it was in a place of appointments or/and hotels and the big one is armed to him. (I had a call like that) the saddest thing is that I didn't know where everything was, the call was hung up.
The Sadistic Pervert: In this Call Center business, you can get anything you want, there is never a lack of customers who offer indecent things and money in exchange for some action, the customer issues words and phrases that denote the excitement that drags him. Personally I have only had one call like that, I have also heard of many and they are more frequent than you can imagine.
That's why I said at the beginning that working with clients is quite difficult, however as time goes by you get used to it and the only thing left to do is to handle the call.
I want you to know that there are many more types of clients, but that will be left for another post.
A cordial farewell greeting, and God's blessing.
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