the importance of voice.
I have quite a few regular customers
whom look for me when they have billing issues, and I am only too happy to assist. Who would resist unfussy customers?
They just want someone to hear them out, not throw them into another department, and to just settle their issues for them. and offer a (virtual) tissue.
After a few months of verbal interaction, and numerous calls, it can be very soothing to converse with them. No need to worry if they suddenly want to speak to a manager or not. No need to worry if they want to complain. Instead, my only concern is that some other agents mistreat them.
Protective? Yes, I am. Imagine you nurture a toddler since young, pick him up when he falls, watch him take his first steps, help him in his math homework. Then someone else walks by and makes him walk the plank.
To think of it, I am on a first name basis with some of them. And all are females, leading me to wonder, other than my hotline name, perhaps there's psychology involved as well.
I would love to write out a tv show of a budding romance between a call centre agent and a customer who later works in the same company. Now, that would be something to behold.
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