Tech Support Perceptions

Note: I don't own the above picture. Credits go to whoever uploaded it.

I saw that pic being shared over at Facebook few days ago. I believe this one came from 9gag.com. The photo has some merits however especially on the part where it says, "What I actually do". Lol! Don't you know that we rely on Google that much when resolving technical issues that we haven't encountered before? Give me that error code from an e-mail client and I will be able to address or at least pinpoint the cause of that error by performing a Google search.

We aren't all nerds you know? We're mostly professional researchers. Hmm.. I like that title. Haha!

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

The Racist Customer

Customer:  Where am I calling?
Agent: This center is located in the (insert your country here).
Customer: I want to speak to a/an (insert the citizenship of the country your supporting here) agent! You don't know what you're doing and I CAN'T UNDERSTAND YOU!!!


I'm sure your ears will turn red whenever you hear such bashing. Well, my example is a bit gentler than most that you hear from racist customers. Don't get affected though. Whenever you get a racist caller, here's what you should do:

• Just place the call on mute. Let the person scream all obscenities.
• Think of happy thoughts.
• Remind yourself that the reason why he/she is angry is because that racist customer can't find a job while you have a sustainable job. Lol!
• If the racist caller mentions swear words, then, read the spiel for abusive customers and end the call.

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

Fillers

Ahm - Amen?
Mmm - Mcdo?
Ohm - Omelette?
Aaah - Say "aaah". Dentista lang? (Are you a dentist?)

Let's admit it. We sometimes use the above fillers, right? And unknowingly, the following are also considered fillers if they're not used in their proper context:

Actually
Honestly
Frankly
...and the other "lys".


The frequent use of fillers is an indication that you're not confident of your answers. As a call center agent, if you don't sound confident, why will the caller believe you or follow your instructions? Golden rule: minimize if not eliminate the use of fillers.


Best Practices to avoid fillers:

• Think before you speak.
• Stay silent for at least 3 seconds to allow yourself to compose your response.
• If you're unsure on how to respond, paraphrase what the other person mentioned.

Fun Fact: 
Do you know that the use of fillers in Japanese conversation is encouraged instead of you staying mum while thinking of your next response? It is believed that the use of fillers makes the conversation more natural.

Person1: Ray-san, doko he ikimasu ka? (Ray, where are you going?)
Ray: Ah.. eto... Daigaku he ikimasu. (Hmm.. let's see... I'm going to the University.)

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!