Customer service representatives are the face of a company and oftentimes they are limited on the things they are allowed to tell you. Want to know what your customer service representative is really thinking? Below are five truths your customer service representative isn’t allowed to tell you.
You aren’t talking to the company you call
I work at a collection agency, but we were contracted to take incoming customer service calls from customers who had services disconnected due to nonpayment. The customer would call their standard customer service number and speak to a company employee. If the employee could not resolve the issue, the phone got transferred to “another department” which was in fact another company. We identified ourselves as representatives of that company, had access to account number and the company’s computer system, and could even stop and restart the customer’s services. But idle threats to change service providers never bothered us because we didn’t even work for the company you received your services from.
If you ask nicely, we might waive your fee
It costs $5.00 to make a payment over the phone with a representative. So many people accept these fees without a fight. If you ask nicely to waive this fee, I will put you on hold for a few moments while I pretend to ask my supervisor. In reality I am talking to the person next to me or taking a bite of my lunch on my desk.
If you are rude, snotty, obnoxious or use foul language, I will never waive your fee.
My supervisor doesn’t want to talk to you
Everyone thinks if they ask for a supervisor, they will get the answer that they want. But our supervisors didn’t want to talk to you and more than we did. When you ask for a supervisor and I tell you she isn’t available, I’m not lying to you because I don’t want to get in trouble for having a sup call. I’m lying to you because my boss told me to.
Most likely my supervisor is standing over my shoulder listening as the conversation unfolds, telling me what answers to give you to get you off my line so she doesn’t have to deal with you. I would gladly send you to a supervisor just so I didn’t have to deal with you anymore, but sadly, my sup won’t take you.
We have all your contact information
Before you get rude and nasty with your customer service representative who isn’t giving you the answers you want to hear, remember that representative has access to all of your contact information.
Besides your address and home phone number, customer service reps have access to your credit card information, checking account numbers, social security numbers, account numbers and pin codes. But companies vet their employees and only hire trustworthy individuals, right?
At the collection agency I work, for most of our collectors are single mothers earning a flat $10 an hour. They struggle financially without any support from their baby daddy’s who are locked away in prison for theft or selling drugs. Remember that next time you are rude to the rep taking your credit card information.
Customer service has changed over the last ten years. Hopefully these four insights helped answer some of the burning questions you had about your customer service experience.