The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
To Serve Customers
Friday - August 25, 2006 04:05 PM in
Setting: Nondescript training room in a large call center. A logo on the wall reads "Giant BanCorp." Two trainee customer service reps, Jane Smith and Joan Doe, are sitting at one of the tables, and Smith is obviously distraught and crying.
DOE: Jane, what is it? What's wrong?
SMITH: I finally read it. All of it. Have you read it?
DOE: You mean our training manual, To Serve Customers? I looked at it, but I didn't read all of it. It looked pretty boring. What's the problem?
SMITH: I took it home last night to read, even though I wasn't supposed to. I read it all. To the end.
DOE: Is that what's bothering you? I thought it was just, you know, training stuff. How to dial the phone.
SMITH: The first chapter is just about the phones and computers. But the rest of it! Oh my god, the rest of it!
DOE: What? What's wrong?
SMITH: My god, Joan! It's a cookbook!
Friday silliness posted by Peter Leppik
SMITH: I finally read it. All of it. Have you read it?
DOE: You mean our training manual, To Serve Customers? I looked at it, but I didn't read all of it. It looked pretty boring. What's the problem?
SMITH: I took it home last night to read, even though I wasn't supposed to. I read it all. To the end.
DOE: Is that what's bothering you? I thought it was just, you know, training stuff. How to dial the phone.
SMITH: The first chapter is just about the phones and computers. But the rest of it! Oh my god, the rest of it!
DOE: What? What's wrong?
SMITH: My god, Joan! It's a cookbook!
Friday silliness posted by Peter Leppik
Posted at 04:05 PM by | | | |