First live call...

I'm new to this forum, and new to the industry. I'm in my 4th or 5th week of training and took my first live calls today.

First Call:
Lady wants to process a payment over the phone. Of course, it takes me forever to figure out how (brain goes blank)...I think I put her on hold, too. But I don't too badly EXCEPT I accidentally enroll her in AUTOPAY!!!

Me (calmly): Ma'am, I'm afraid I've accidentally enrolled you in autopay.

Her (sweet but pleading): No, honey, please don't do that. That's my debit card. I can't have it go into a negative balance.

Me (calmly): Yes ma'am, it was a mistake. I'm going unenroll you from autopay, may I put you on hold for a moment?

Me (very UNcalmly and to supervisor): I've enrolled this lady in autopay ACCIDENTALLY!!! How do I get her out of autopay!?

We have to go in another program to unenroll. My login (verified as correct) doesn't work. I try it twice. I get a warning that the third try will lock my login. I'm teamed up with another trainee. I ask her to try logging in with her login. First thing she does is press enter (with all my login info still in the fields)...so I think my login got locked. Finally we get in and get the poor woman unenrolled.

Me (calmly): Okay ma'am, I've unenrolled you from autopay. I'm sorry about that....

I'm just hoping that it really unenrolled her (like will I confuse the 'system' by enrolling her and unenrolling her on the same day).

ANOTHER CALL:
I warmed transferred to our warranty dept. Later discover this is supposed to be a cold transfer. Plus I didn't introduce the warranty rep by name (or even ever get his name...I called him the 'agent')...I'm sure he was like, huh?

All in all, not too bad, though. I enjoyed it...but only two hours and I was exhausted (from the stress of not knowing anything about anything but trying to act like I know everything)

Cheers all.

you're gonna make a million mistakes...expect it... but you're doing the right thing... if you notice it fix it or have it fixed immediatley... draw from that experience and dont do it again!!

you'll do fine...

hey you will get better in time takes these first feew calls as time to work with other to correct errors before long you will catch them before they happen we all have been throught this once

sounds like your doin' great. it'll be awhile before you get everything down.

Last edited by WebDunce on Thu Jul 27, 2006 1:23 am, edited 1 time in total

thanks for the encouraging remarks

.

I find it funny how much contrast there can be between what the customer experiences (calm, collected, assuring voice) and what the real situation might be (frantic, don't have a clue).

My previous job was a drive-thru cashier at a local fast food restaurant. There was ALWAYS a strong contrast between what the customer experienced outside and what was happening in the building.

I had to:

take orders
collect money
cook my fries
bag my orders
fill my drinks
hand order to customer
(sometimes taking orders while doing some of the other things, too)

all that means I was usually in a frantic rush...but on the speaker and at the window...all is calm (usually)

cheers.

...and today was much better (we took calls for about 2hrs again)...still worked in pairs.

Tomorrow, we do 5 or 6 hours and not in pairs.

I remember my first call.

This woman had the most jacked up bill ever, and I had to explain it charge by charge. I was so panicked.

I would get so nervous about everything and making the customer mad, now I've got the regular representative "fuck you" attitude about things, lol.

One thing to keep in mind, don't let the customers get to you. At the end of the day, if that customer was a big enough piece of shit to have you down, then screw them, they're just a miserable person.

First live call...

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