Whenever I call my bank, Wells Fargo, the customer service rep asks, “And how is your business doing today?”
1. My business is none of yours.
2. You don’t care. You’re asking only because some consulting genius convinced Wells Fargo’s management it would be a good idea — pretending to care about how my business is doing.
Probably like most of your customers, I want to take care of my bank-by-phone business as quickly as possible. Being forced to engage in ridiculous and meaningless small talk wastes my time.
If indeed time is money, then this policy wastes my money and causes my business to “do” worse; I’m answering your insincere question (to which you reply, “Good, good”) instead of concentrating on my business.
Kinda like the radio stations that take 45 seconds to tell listeners they spend less time talking and more time playing music.
Kinda like the radio stations that say, “We want to know what YOU think” but never answer their studio lines or respond to emails.
You don’t prove you care by saying you care; you prove it by showing it.
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Dan-O, my buddy, pal and all around go to guy radio coach, did you wake up on the wrong side of the clock radio this morning? How is your business doing?
Perhaps my unique take on both customer service experience and experience in broadcasting, I can play “consultant” to yourself (or perhaps “coach” to you) to hopefully enlighten you on the goings on of the industry.
(1) You’ve already realized that the phrase is a throwaway. Remind me never to ask you “how are you today?” have you avoided this in going to every store? everytime you call a company? really? Yes it is none of their business, but can we at least be polite about it? If they give you something like that, you can say anything you want, even sarcastically…you’re the customer you know.
(2) Have you heard of the “quality assurance” term when you’re put on hold, and told the calls are being recorded? guess what? It’s the customer service industry equilvalent of an aircheck, often far more critical then some PD’s on air critique (and better standards through calibration..but I digress) Give any customer service rep a break for saying anything like that, they’re scored on it. Their talk time is also scored on, ironically enough. I hate those reps who have to rush to say “thank you for call company X”, but you know, they HAVE to say it. I respect that, and you should to.
(3) You’re bordering on being an irate in your posting. Time is money? not when you’re one the phone with a big corporation. Everyone takes their turn in line, no different then going to a bank branch in person and waiting in a long line. Learn to be very nice to your rep, they are trying to assist you, and you have to come 1/2 way. If you become an irate, it goes against you, and often your name is traded around the center with a few snickers and laughs to go with it. You can go off all you want about “I pay money” but when you’re irrational, it means nothing, and is noted on your account as such.
(4) If you want to complain, then complain with dignity and respect, and it’s more likely to actually get somewhere then freaking out.
(5) If you PO’d with Wells Fargo, then leave them. No one is holding you to them. Who knows, maybe they may not want your business.
and:
“Kinda like the radio stations that take 45 seconds to tell listeners they spend less time talking and more time playing music.”
Not a valid comparison. On the phone you’re a captive audience.
While everyone strives the get the customer on and off the phone in the quickest time possible, people actually have forecasts for call volume, they are about as predictable as the weather and can change as quick. Finite number of reps, and more customers then reps can fill up the queue fast.
I waited 20 mins calling apple about my ipod last week. It died, couldn’t fix it, so I called them. I wasn’t happy about the wait, but ya know what? I waited through it, and from then on, apple was great in their customer service solution. I got a replacement ipod with no problem.
In summary, be polite, be patient, and expect a few annoying “company required to say by the rep” phrases and comments and you’ll make all the customer reps great to deal with. I challenge you to sit on the phone as a rep and try to calm down a screaming irate which is screaming for what amounts to nothing in the grand scheme of things. Done it, been there, wore the t-shirt, and have more respect for people on the other side of the phone because of it.
I’ll send you my consulant bill…hahahahahahaha
Scott S.
Halifax Canada
darn…..excuse the typos…..it’s close to midnight so much for proofreading.
I wasn’t attacking the service reps; I was attacking the policy they’re required to follow. I don’t think you’ll see anything in my posting that suggests I advocate (or practice) being rude to the service reps.
I certainly hope so. as I said, that’s the worst way to do things.
Ok, you’re basically ranting. I’m thinkin the worst. That’s what happens when you actually get irates in your ear over time, eithier that or just laugh them off or both.
Still, some good general advice when dealing with customer service reps.
Companies will always have foolish needless statements reps have to say in their plastic delivery. Too many reps also really need to be taught how to speak to customers. they often speak too fast or slur.
I was once told I didn’t smile enough. It was funny because I never believed in doing the “plastic thing” but again, it goes back to their training.
scott s.
You don’t prove you care by saying you care; you prove it by showing it.
This sounds a lot like “Put your money where your mouth is.”
It’s actually a good way to live a live. Prove you care, don’t just be a talking head. DO something constructive, don’t just daydream about doing it someday. Reach out to someone because you mean it, not because a program suggests ways to make someone feel validated.
I even dislike that word validated, because somebody out there decided it would be a handy word to encourage us to do what human beings should already be doing.
Good, thoughtful post.