“Thank you for calling ____, my name is _____, how can I help you?”
This is the spiel that I say many times during my entire shift. This normally comes out immediately after my call comes in. I interact with the customers in behalf of the company that I work with, assist them before and after they place an order, help them with their inquiries, take their orders, respond to their complaints and help resolve their issues.
There are times that my job can get really stressful that’s why I try to be a good customer to other customer service reps. As someone who does their job, I know exactly what their procedures and policies are and I know how it feels to get a difficult customer.
Many times I get yelled and cursed at; some of my customers can be sarcastic and discriminating too. During my first few years working for this job, I’d find myself crying sometimes. But as time goes by, I began to learn ways on how to deal with my stress.
I understand the customers aren’t mad at me, they’re mad at the company. They’re unhappy with the service that they received. But sometimes, some customers are overwhelmed with anger that they would attack me personally. I wish I can just do what they want in a wave of a magic wand. But I can’t. I hope my customer understands that as a CSR, I myself have procedures to follow.
I understand the term “customer is always right” but I think that’s not true anymore nowadays. This job has taught me so many things. It taught me to be patient, to stay calm, to help the customers the best way that I can but at the same time, also make them understand that not all their wishes can be granted, especially if they failed to do their part (like reading the terms and conditions).
I am a customer service rep, absorber of anger, but still willing to serve.