A question for corporate / large company CSR's

[evilhomer]

Due to my dickhead boss, I'm currently shopping around the job market. I'm hoping to land a customer service position because I'm good at it... or at least I think I am. I was the only customer service guy when I was working in an electronics repair shop. I earned high praise from customers for being polite and professional. I earned high praise from management for managing fair equitable settlements to disputes. The reason for which is because I had the authority to not take their shit. If they were being rude, unreasonable assclowns, I could tell them so (in so many words ).

Anyways, I'm doing a move for a large corporate client and we get to their CSR section. The walls are literally wallpapered with printouts of quotes and proverbs reminding them all to kneel before their almighty god, lord and saviour: THE CUSTOMER. "The customer pays your salary", "Without the customer, there's no need for your job", "If the customer is rude, they're just having a bad day. Make their day better", "If you're having a bad day, change your attitude", and the best of all "NEVER SAY NO". These are just a few of the hundred or so that these people have to stare at all day long. The obvious message is "kiss the customer's ass... if their still not happy, lick their balls".

So, needless to say, this place does not get one of my resumes. Just staring at those posters would make me lose my mind, actually having to believe in them and abide by them would make me go postal within a week. So what I'm wondering is if this is standard. Is the rule for large companies to eat customers shit with a smile and then ask for seconds, or is this just an example of one company going way overboard. Obviously I don't expect to be able to tell customers what I really think, but I also don't expect to have to treat some rude, obnoxious dumbass with ridiculous demands and expectations as my best friend.

What are your limits, regulations, whatever you want to call it?

[lordlundar]

That obvious? Not usually. Of course that's not to say it doesn't exist. On the contrary, Customer Service in a big company is a LOT more likely to be a "Kiss the customer's ass". Odds are good if your interviewer brings up the phrase "Don't say what you can't do, but say what you can do.", it's going to be one of those companies. That phrase is buzzword for "Please the customer at all costs".

Take a good look at the CS desk and most notably the staff behind it. If they have a defeated look to them, run.

[bainsidhe]

I had the authority to not take their shit. If they were being rude, unreasonable assclowns, I could tell them so (in so many words ).

Don't expect this at large, corporate chains. Big chains work on the law of percentages. They put up with a percentage of horrible customers and ridiculous demands to keep up their "good name" in the industry. Unlike a small business, a chain has to have a standard policy to cross all stores. In a small chain, a specific location may handle things far differently than another. In a big chain, everything is treated the same.

That doesn't mean all big places are bad. You'll need to look for how they treat their employees. Good luck with your search!

[Darkforge]

I'll be honest, most large companies have very strict policies that you do have to stick to, but if a company breeds EW's like that one does then i wouldn't touch it with a barge pole.

At my place I am not bound by policy, but by the industry regulations and the law (which is fair enough), we are asked to be as courteous to the customers as we can, but we aren't expected to put up with s%$t.

[Irving Patrick Freleigh]

The obvious message is "kiss the customer's ass... if their still not happy, lick their balls".

"And if that still doesn't work, a Cleveland Steamer isn't out of the question. If that still doesn't work, then it's Boston Pancake time!"

I am not responsible for any mental scarring that may occur if you look up the terms I used above.

[EricKei]

I have a site you may enjoy, in that case... http://www.despair.com/ -- home of the anti-Motivational poster

[callcentressuck]

basically its like,

If you follow the company rules and policies, every other call you will get will be customers shouting down your throat.

If you do not follow the company rules and policies, customers will love you!

But you have the risk of being picked up by management,
I dont know whether its like that in a small business aswell

[fireheart]

Fortunately, the job I'm at allows for so much, but we still try and come to some sort of reasonable conclusion. The biggest rule though is simple-unless there is a legitimate complaint about a person being rude and it IS normal, most complaints about a person being unhelpful in some shape or form aren't taken seriously. We'll try and help the customers, without putting ourselves on the firing line.

ETA: I have noticed though, that our rivals don't allow for certain loss prevention measures to be taken. Basically, a REAL heavy emphasis on "kiss the customers ass."

[evilhomer]

"And if that still doesn't work, a Cleveland Steamer isn't out of the question. If that still doesn't work, then it's Boston Pancake time!"

I am not responsible for any mental scarring that may occur if you look up the terms I used above.

So are you going to clean up my computer screen or do I have to?


Ehhhhh... my bad, I should be following rule #1. I'll have to build up the courage to see look up those terms.


It sounds like "the customer is king/queen" is pretty standard to varying degrees. Thinking about it, I don't have a problem with this. As long as I have clear policies and guidelines, I'll gladly be the guy who throws the company's good money out after bad money. I just want to avoid this type of place where the office "decorations" make you feel two inches tall and completely worthless; and also a place where I'd have to tolerate abusive behaviour.

[Hyndis]

I'd really just like consistent guidelines. I can be an asshole and adhere to policies down to the letter, or I can be the nicest guy in the world.

Just let me know what you want of me!

One day I'm told to do everything possible for the customer, take as long as I need when they call up and solve their problem from beginning to end.

The next day, the same boss tells me to keep the calls short and to the point.




Do you want me to be an asshole or a nice guy? Pick one! I don't care. Just tell me what set of guidelines you want me to follow.

[cinema guy]

Just let me know what you want of me!

"Use your initiative." But any decisions you make will be wrong.

[bean]

I looked up boston pancake. I already knew what a cleavland steamer was... and the pancake is much.. much.. worse.

I'm going to go puke now.