Hi. Thank you for calling ... How may I help you?

hey there....that's a good question[acknowledgment]I understand where you coming from[empathy]I'll be happy to assist you[willingness]. I used to work in a call center industry 5 years ago,and promised not to go back so I got contented teaching online,but then,online classes got tremendously affected by the recession so I had to go back..and now I'm working again as a customer service agent.5 years ago,the industry was booming,but the duties and goals were tough.had to stay up in the evening and sleep during the day,after shift,drop by any bars and resto and have a drink,then during breaks,smoke and drink to keep oneself awake.It's draining,stressful,but the good thing about it,is money.don't get me wrong,though I still work in the same industry,I don't feel the same way as before,I'm now enjoying my job,trying to hit the goals,having fun with co-workers with team buildings and enjoying life leaving the irate callers inside the building.

Hello Shearry, It's been two years since I had my last call center job. but i do still remember those lines, and it's a must not to mis-pronounce them. however, I've never experience Team Buildings. I remember handling a lot of rude and irate customers, but it was only once i got mad because before him, i had encountered too many irate customers.

Well, I still work in a call center and have for the last 12 years and one month. :-) I remember all that stuff like it was just yesterday.. Oh, wait- It WAS just yesterday... lol I don't get that excited over payday. But I have plenty of Angry customer calls and few good ones. I just love it when they get so frustrated with me for not knowing stupid stuff.. like how big the moon is (just kidding) and then they hang up on me... ugh.

As is universally acknowledged ...mutual understanding is vital import~~

Hi, I have about 3 years experiences in call centre and I was working at two different bank and for two different banking products. All the time, I was on day and afternoon shift. They have their own permanent night shifter. Throughout my working experiences in call centre, I got to know better on how to handle a person,how to fight for the things that I want and of course, I got the chance to liase with different level of person,which automatically give me more confidence in my speech. I have some bad experiences in my past working in call centre. After being trained for about a month, I was put on job to take calls from customers and of course, I was so nervous on my first few days. I was nervous when customer asked me such complicated questions and also when the customers were demanding one. SOmetimes, even first call in the morning is a Complain call,then my whole day mood is gone and feel sad. Quite stressful job, but I did enjoy the moments being part of the staff there. I was trained on how to handle those nasty and demanding customers, I really have to sharpen my skill in speech. Some customers tend to be nasty and demanding,but if we really know how to handle their enquiries and able to communicate in nice words with them, everything can be settled. There was once, I was handling a PLATINUM Credit card holder..that was my very bad experience and frankly speaking , I hate those Platinum customers, their demand was so high and just want to get their things done without giving some time for us to explain. THis customer was incurring huge amount of Interest charge on his credit card bill and it was accumulated for several months and he never realized it. It was my bad day to taking his call, He was asking for interest charges waiver which cost more than a thousand dollar and impossible it could be approved. He was so mad when he knew that it can't be approved,at last, this case has to follow up to higher management,even my team manager did not have the authority to approve such high amount, no choice, escalated this case to my Operation Manager and it came back with only partial approval on that huge amount.I gave a call back to this customer few days later and was scolded by him again. This round, he demanded to speak to Manager for explanation...No choice,past to my manager and they have a chat. Really tough customer...Lastly I got the news that it was escalated to the TOP MAnager in our call centre to handle the case. The bank did not want to lose this customer,but at another hand,the bank can't approved the waiver for that huge amount...I really run out of idea what will be the next step. AT last, I could get rid off from this case after escalating to the TOP Manager. AT last, my hard day has gone. However, I love this job and would be glad if I have the chance to join the corporate world again in future.

I love the 2 years i spend in the call centre, there is so much more to learn than just a new software of talking to customers, you learn about new cultures, their thought process and the take away from all this huge. Infact i give a lot of importance to my stint at the call centre in shaping my career. I learned, patience, etiquitte, listening skills and ost of all empathy!!!

Hi, I have about 3 years experiences in call centre and I was working at two different bank and for two different banking products. All the time, I was on day and afternoon shift. They have their own permanent night shifter. Throughout my working experiences in call centre, I got to know better on how to handle a person,how to fight for the things that I want and of course, I got the chance to liase with different level of person,which automatically give me more confidence in my speech. I have some bad experiences in my past working in call centre. After being trained for about a month, I was put on job to take calls from customers and of course, I was so nervous on my first few days. I was nervous when customer asked me such complicated questions and also when the customers were demanding one. SOmetimes, even first call in the morning is a Complain call,then my whole day mood is gone and feel sad. Quite stressful job, but I did enjoy the moments being part of the staff there. I was trained on how to handle those nasty and demanding customers, I really have to sharpen my skill in speech. Some customers tend to be nasty and demanding,but if we really know how to handle their enquiries and able to communicate in nice words with them, everything can be settled. There was once, I was handling a PLATINUM Credit card holder..that was my very bad experience and frankly speaking , I hate those Platinum customers, their demand was so high and just want to get their things done without giving some time for us to explain. THis customer was incurring huge amount of Interest charge on his credit card bill and it was accumulated for several months and he never realized it. It was my bad day to taking his call, He was asking for interest charges waiver which cost more than a thousand dollar and impossible it could be approved. He was so mad when he knew that it can't be approved,at last, this case has to follow up to higher management,even my team manager did not have the authority to approve such high amount, no choice, escalated this case to my Operation Manager and it came back with only partial approval on that huge amount.I gave a call back to this customer few days later and was scolded by him again. This round, he demanded to speak to Manager for explanation...No choice,past to my manager and they have a chat. Really tough customer...Lastly I got the news that it was escalated to the TOP MAnager in our call centre to handle the case. The bank did not want to lose this customer,but at another hand,the bank can't approved the waiver for that huge amount...I really run out of idea what will be the next step. AT last, I could get rid off from this case after escalating to the TOP Manager. AT last, my hard day has gone. However, I love this job and would be glad if I have the chance to join the corporate world again in future.

I have not worked in a call center so I cannot relate. I have however worked with customer service for many years. I thought rule of thumb was never to argue?