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Two of my most recent bloops..
Woman calls in already on fire due to the fact we're closing her checking accts... after having been xfer'd between depts about 5 times. After I fully ID her for ..A THIRD time.. I only poured more salt in the wound by starting out ... "Ok Sir, how can I help you"... I caught it!! But before I could open my mouth to correct myself, she did it for me.
...the next one I felt terrible for.
Long story short, I'm new with this particular call center, still not THAT familar with procedures. I spent a good portion of this call waiting for a super to answer the help line, because I just flat out didn't know how to help this woman. After being placed on hold several times, and having to re-explain herself so that I could actually grasp her problem, she did not lose patience, she was friendly and joking and just being REALLY cool about the situation.
After 45min... I finally got a supervisor to take the call and allow me to sit on mute and listen so I could follow along and learn. When I heard the super say she needed to place the cust on hold I knew that was my cue to xfer the call to her.... well I released it.. hanging up on both super and cust
Woman calls in already on fire due to the fact we're closing her checking accts... after having been xfer'd between depts about 5 times. After I fully ID her for ..A THIRD time.. I only poured more salt in the wound by starting out ... "Ok Sir, how can I help you"... I caught it!! But before I could open my mouth to correct myself, she did it for me.
...the next one I felt terrible for.
Long story short, I'm new with this particular call center, still not THAT familar with procedures. I spent a good portion of this call waiting for a super to answer the help line, because I just flat out didn't know how to help this woman. After being placed on hold several times, and having to re-explain herself so that I could actually grasp her problem, she did not lose patience, she was friendly and joking and just being REALLY cool about the situation.
After 45min... I finally got a supervisor to take the call and allow me to sit on mute and listen so I could follow along and learn. When I heard the super say she needed to place the cust on hold I knew that was my cue to xfer the call to her.... well I released it.. hanging up on both super and cust