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Jan. 5th, 2005 02:48 pm
"Customer Service" and the phone
For my entire working career, I have worked in jobs that have directly related to customer service of some fashion. My first job was as a Bus Boy at a private country club. My second job was as a lab assistant at a computer lab at Eastern Michigan University. That segued (when my lab was closed) into a job at the "Client Services" desk in the new Library they built, which was basically a receptionist/fine paying location. My next "job" was as a Resident Adviser in one of the dorms at Eastern*. My next job was at a Frank's Nursery and Crafts store where I became pretty much the primary cashier in the store. My next job was Booth (arguably the least customer servicey job I've had) which I currently still have. Then I quit the horror that was Frank's and got a job as a bookseller at Borders Books, Music & Cafe #303 in Arborland Mall. That job segued into being a Borders.com Customer Service representative at the home office, and when Borders.com merged with Amazon.com I joined the Store Systems Support team.
Now, in all but one of those jobs, I have had to talk on the phone or in person with customers or other employees on a regular basis. I did a lot of talking. I still do a lot of talking. I realize that, perhaps, I talk more in any given day than the average person, but I somehow don't think that means that I have gotten more experience in the how-to's of speech than other people**. Yet, somehow, I'm continually amazed by other people I speak with on the phone on a daily basis. People who, like me, are working in "Customer Service" types of jobs.
Example from today. I am calling a store to work on an issue. A woman answers the phone. "Bordersbooksusicthisisandahownilpyou?"
*blink*
Somehow, I think I know what she had said. This wasn't too large of a concern for me, because I didn't need to talk to her, I needed to talk to somebody else. Not uncommon when calling a store for me. Of course, I can't help but think of that poor customer who calls and gets "anda" answering the phone. I'm fairly certain, based on that exchange, that it would be an entertaining exercise, provided you weren't looking for any actual merchandise that may be in the store.
The problem I'm noticing is that this seems to be a common occurrence wherever you call. Pizza delivery, the drugstore, malls. There are some places that it is less common, though. Libraries, office buildings, cable companies. Basically, if it's a place that deals face to face with the general public on a daily basis, they can't seem to form recognizable words on a regular basis while talking on the phone.
This would be called "Bad Customer Service."
Words of advice to the world at large: Slow down! Even if you work in an emergency center of some sort, speaking like "anda" did above will only cause your work to go slower when people can't understand a word that comes out of your mouth. If you say it clearly the first time, people will get it the first time and be able to act on it. Also, if you have to talk faster than normal, don't drop your consonants. Enunciation is the difference between speaking actual words and being any adult character in a Charlie Brown cartoon. Even if you have a pissed off bitch on the other end of the phone, speaking slowly and calmly is your best way to handle the situation. Everyone winds up happier and everyone knows what the other party said. Plus, the work gets done faster because you don't have to repeat yourself four times to get your message across.
The world isn't going to end if you can't talk faster than the other person. And if it is going to, well, nobody will care cuz they'll all be dead anyway.
*: Worst floor on the entire campus, and I'm seriously not joking. One kid expelled first semester for dealing pot, two of the football players on the floor [who became former football players] busted by my boss for marijuana, one guy scared away two roommates by being an asshole, then his third roommate FELL OUT OF HIS FOURTH STORY WINDOW while hiding from my boss by dangling out said window because he was having a keg party in his room. Yeah. My floor sucked.
**: I will admit that I do have "training" in areas that are very helpful in my line of work. I am, after all, about 12 to 15 classes (and a student teaching assignment of doom) away from a degree in Vocal Music Education.
Now, in all but one of those jobs, I have had to talk on the phone or in person with customers or other employees on a regular basis. I did a lot of talking. I still do a lot of talking. I realize that, perhaps, I talk more in any given day than the average person, but I somehow don't think that means that I have gotten more experience in the how-to's of speech than other people**. Yet, somehow, I'm continually amazed by other people I speak with on the phone on a daily basis. People who, like me, are working in "Customer Service" types of jobs.
Example from today. I am calling a store to work on an issue. A woman answers the phone. "Bordersbooksusicthisisandahownilpyou?"
*blink*
Somehow, I think I know what she had said. This wasn't too large of a concern for me, because I didn't need to talk to her, I needed to talk to somebody else. Not uncommon when calling a store for me. Of course, I can't help but think of that poor customer who calls and gets "anda" answering the phone. I'm fairly certain, based on that exchange, that it would be an entertaining exercise, provided you weren't looking for any actual merchandise that may be in the store.
The problem I'm noticing is that this seems to be a common occurrence wherever you call. Pizza delivery, the drugstore, malls. There are some places that it is less common, though. Libraries, office buildings, cable companies. Basically, if it's a place that deals face to face with the general public on a daily basis, they can't seem to form recognizable words on a regular basis while talking on the phone.
This would be called "Bad Customer Service."
Words of advice to the world at large: Slow down! Even if you work in an emergency center of some sort, speaking like "anda" did above will only cause your work to go slower when people can't understand a word that comes out of your mouth. If you say it clearly the first time, people will get it the first time and be able to act on it. Also, if you have to talk faster than normal, don't drop your consonants. Enunciation is the difference between speaking actual words and being any adult character in a Charlie Brown cartoon. Even if you have a pissed off bitch on the other end of the phone, speaking slowly and calmly is your best way to handle the situation. Everyone winds up happier and everyone knows what the other party said. Plus, the work gets done faster because you don't have to repeat yourself four times to get your message across.
The world isn't going to end if you can't talk faster than the other person. And if it is going to, well, nobody will care cuz they'll all be dead anyway.
*: Worst floor on the entire campus, and I'm seriously not joking. One kid expelled first semester for dealing pot, two of the football players on the floor [who became former football players] busted by my boss for marijuana, one guy scared away two roommates by being an asshole, then his third roommate FELL OUT OF HIS FOURTH STORY WINDOW while hiding from my boss by dangling out said window because he was having a keg party in his room. Yeah. My floor sucked.
**: I will admit that I do have "training" in areas that are very helpful in my line of work. I am, after all, about 12 to 15 classes (and a student teaching assignment of doom) away from a degree in Vocal Music Education.
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