Employees describe what’s going on: Are things really this hot on customer support lines?

class = “sc-cffd1e67-0 iQNQmc”>

If a customer has a problem, the helpline is just a phone call away. In large companies, the customer helpline receives questions or calls almost every minute. How do employees still keep their cool? Blick spoke with current or former employees on customer help lines. Your experiences will be reported anonymously.

Sebastian B. (39) worked for more than ten years in the call center of a large public transportation provider. “We were able to help with most of the questions,” he says. Tariff or price information, booking excursions, making an offer, searching for lost items in the system: all this is no problem for trained personnel. But there were also cases when, as B. said, “customers were at 180 from the very beginning.” “One in 100 callers were so dissatisfied that it escalated.” Whether because of the bus or because the person missed the last connection that evening. Then sensitivity is required. B. and other employees were prepared for such situations in the courses. B. summarizes the most important points: “Listen carefully, do not interrupt, let the customer relieve stress, be understanding and offer solutions if possible.” If a customer was stranded at the train station at night, B. arranged for a taxi.

Customers threaten to change insurance

Hanna T. (47) deals with customer problems at a large insurance company. Customers call him in situations such as car breakdown, traffic accident, interruption of vacation due to illness or loss of house keys. «Then we organize a breakdown service, a trip home or a locksmith service. Most people are very grateful. “Occasionally we have really angry customers,” she says.

Mario I. (29) also works in an insurance company. Things can get heated if a customer calls them with a claim that isn’t covered in the policy. “Then people regularly threaten to change insurance. “Even if the customer does not want to insure the current damage event when taking out the insurance,” he says. You can use the goodwill account in difficult situations.

Source :Blick