Comments on: How to get positive results from calls to support hotlines/callcentres http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/ Tom Raftery, social media consultant, speaker, blogger and podcaster Wed, 15 Oct 2008 23:48:00 +0000 http://wordpress.org/?v=2.6.2 By: Michael http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-899 Michael Mon, 06 Jun 2005 08:07:18 +0000 http://www.tomrafteryit.net/?p=260#comment-899 Yeah, your right about reliving the moment. I think i was reliving my stressful days as a call centre supervisor when I posted. Still, call centre employees get some VERY irate calls and some turn very nasty. Some callers are demanding your Full name etc and saying they will have your job etc, diapring remarks about your accent, sex etc. I will sue! etc Natioanl call centres are OK but International callc entres are even worse... when irate callers from England found out they were actually ringing Ireland for customer support..... they really freaked out..... Yeah, your right about reliving the moment. I think i was reliving my stressful days as a call centre supervisor when I posted. Still, call centre employees get some VERY irate calls and some turn very nasty. Some callers are demanding your Full name etc and saying they will have your job etc, diapring remarks about your accent, sex etc. I will sue! etc Natioanl call centres are OK but International callc entres are even worse… when irate callers from England found out they were actually ringing Ireland for customer support….. they really freaked out…..

]]> By: Tom Raftery http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-898 Tom Raftery Sat, 04 Jun 2005 20:19:25 +0000 http://www.tomrafteryit.net/?p=260#comment-898 By the way Michael, I worked in call centres in Britain (for BT) and Ireland (for horizon) and had to deal with many difficult calls but if someone wasn't getting what they wanted I was always happy to hand them off to a supervisor. Oh, and I always started my calls by giving my name and the call reference number By the way Michael, I worked in call centres in Britain (for BT) and Ireland (for horizon) and had to deal with many difficult calls but if someone wasn’t getting what they wanted I was always happy to hand them off to a supervisor.

Oh, and I always started my calls by giving my name and the call reference number

]]> By: Tom Raftery http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-897 Tom Raftery Sat, 04 Jun 2005 19:30:28 +0000 http://www.tomrafteryit.net/?p=260#comment-897 Frank - thanks for that - I have updated the post to reflect the fact that at all times using the Squeaky Wheel method I remain absolutely polite but firm - I won't back down. Michael - I think the tone of my post was affected by a bad experience I was re-living while writing it! As I mentioned, I was always polite to call centre staff but if they are unable or unwilling to help, I ask to speak to their supervisor, and so on up. Podz - You found the phone number of Orange UK's MD on G-Groups and rang it? Respect. I am a mere amatuer in light of this! Frank - thanks for that - I have updated the post to reflect the fact that at all times using the Squeaky Wheel method I remain absolutely polite but firm - I won’t back down.

Michael - I think the tone of my post was affected by a bad experience I was re-living while writing it! As I mentioned, I was always polite to call centre staff but if they are unable or unwilling to help, I ask to speak to their supervisor, and so on up.

Podz - You found the phone number of Orange UK’s MD on G-Groups and rang it? Respect. I am a mere amatuer in light of this!

]]> By: Podz http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-896 Podz Sat, 04 Jun 2005 18:12:56 +0000 http://www.tomrafteryit.net/?p=260#comment-896 I agree with you Tom. It annoys the hell out of me that they want customers to give out every personal detail on demand yet try to hide themselves. I will insist on a name and if they are polite and efficient, I am too. I will also insist on matters being escalated though if it requires such, and when all else fails a quick search of G-Groups turns up interesting information .... phoning the boss of Orange UK got my problems sorted once - they were livid I had the number :) I agree with you Tom.
It annoys the hell out of me that they want customers to give out every personal detail on demand yet try to hide themselves. I will insist on a name and if they are polite and efficient, I am too. I will also insist on matters being escalated though if it requires such, and when all else fails a quick search of G-Groups turns up interesting information …. phoning the boss of Orange UK got my problems sorted once - they were livid I had the number :)

]]> By: Michael http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-894 Michael Sat, 04 Jun 2005 14:36:04 +0000 http://www.tomrafteryit.net/?p=260#comment-894 I worked in a call centre for two years and your the type of guy we wouldn't help on purpose. Why the hell would anyone in one one of the most stressful jobs out there (2 year burn outs) want to deal with someone demanding names, references and answers in an uptight, arrogant manner. Talk about an Anglo-Saxon work ethic and attitude. I agree that as a customer your alloed to complaint, but not go OTT on a 18 year old kid. Your not that important in the scheme of things and to the mim wage school leavers and grad students, your an asshole. Next time, I hope you get a out sourced worker in india ... be nice.. it gets you futher. I worked in a call centre for two years and your the type of guy we wouldn’t help on purpose. Why the hell would anyone in one one of the most stressful jobs out there (2 year burn outs) want to deal with someone demanding names, references and answers in an uptight, arrogant manner. Talk about an Anglo-Saxon work ethic and attitude. I agree that as a customer your alloed to complaint, but not go OTT on a 18 year old kid.

Your not that important in the scheme of things and to the mim wage school leavers and grad students, your an asshole. Next time, I hope you get a out sourced worker in india … be nice.. it gets you futher.

]]> By: frankp http://www.tomrafteryit.net/how-to-get-positive-results-from-calls-to-support-hotlinescallcentres/#comment-892 frankp Sat, 04 Jun 2005 13:09:32 +0000 http://www.tomrafteryit.net/?p=260#comment-892 I use this method, more or less, too - probably learned from working with you! My only addendum would be that it is possible to use the 'squeaky wheel' method *and* remain courteous and professional throughout. I know this is what you do yourself Tom, I just mention it because I have seen others in action who seem to think that losing the rag and abusive language also helps! I use this method, more or less, too - probably learned from working with you! My only addendum would be that it is possible to use the ’squeaky wheel’ method *and* remain courteous and professional throughout. I know this is what you do yourself Tom, I just mention it because I have seen others in action who seem to think that losing the rag and abusive language also helps!

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