7 things you should never say to a CSR and 7 things you should

[CrazedClerkthe2nd]

http://consumerist.com/5035392/7-thi...ngs-you-should

When I worked at the call center I got everything on the "don't" list multiple times a day.

[Rapscallion]

Much of what he says is actually right. I don't agree with everything on the list of what he reckons you should say, but I can see that as being good for those of us who have to deal with customers.

Rapscallion

[tropicsgoddess]

The "I'm not going away" line is the only thing I disagree with. I guess that's pretty much due to all the EW's and SC's saying that until they get what they want from you and/or management.

[Irving Patrick Freleigh]

The "don't say" list is pretty good. However a couple from the "do say" list sound like bargaining chips for EWs. Specifically:

"What's your name?"

IIRC, there have posts about this, and many people don't want to give their names to customers for understandable reasons. I would be very hesitant to do this for a customer right away. It just gives them a name to complain about if they decide being told "no"=rude service.

and:

"I'm not going away."

Nice, let the CSR know you know they're being graded on the amount of time they spend on a call, and if they don't cave RIGHT NOW! they're going to get a bad score and get in trouble.

[smileyeagle1021]

I like the source articles better than that one... with the exception of

The common element here: The more you appear to be a reasonable person willing to accept a reasonable solution, the better your chances will be at getting what you’re asking for. Remember, you’re coming from a position of strength—you are in the right, and you’re only asking for what you deserve.

umm no, just because you're the one calling doesn't mean you are in the right or that you are only asking for what you deserve... that line will surely lead to more entitlement whores for us to deal with.

eta, I strongly agree with the first sentence, the second sentence though destroys it.

[Chanlin]

I agree with smiley. No matter how reasonable or calm you may sound, asking for something like free service for life is never ever going to be a reasonable request.