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A “Text” Book Example Of How To Help

, , , , | Right | May 21, 2021

This is before many call centers have textphone-trained staff. I get a tech support call at 20:30 and we close at 21:00.

Customer: “The Internet isn’t working on my phone.”

Me: “I can help with that. Let me run you through security. Can I have your name, please?”

Customer: “What?”

Me: “I need your name.”

Customer: “I can’t hear you.”

Me: “What. Is. Your. Name.”

Customer: “What? I can’t hear you.”

Me: “Your N-A-M-E. November Alpha Mike Echo.”

Customer: “Here, I’ll give you my phone number. It’s [telephone number #1].”

I find him on our system.

Me: “Thank you. Name. N-A-M-E.”

Customer: “Here, take down this other number as well. It’s [telephone number #2].”

He has already given me the number that needs fixed, so I don’t understand what I need this phone number for. Anyway, I take it down.

Customer: “You can send me texts on that number. I’m partly deaf.”

That explains our communication problems. However, we are a conventional call centre. Our only means of contacting customers is by telephone.

Me: “Is there someone else I can talk to?”

Customer: “Yeah, I can’t get any Internet on my phone.”

I have a brainwave. We’re able to send texts, so I get [telephone number #2] and start typing on my keyboard.

Me: *Typing* “Hi, this is [My Name] at [Company].”

I hear an SMS being received on their end.

Customer: “Oh… huh? Is that [Company]?”

Me: *Typing* “Yes. :-) I can hear you clearly. I will help you get your Internet working.”

From now on, I send him texts from my computer. He replies by speaking on the phone. It’s slow, but it works.

Me: “What’s your name, please?”

It takes a few seconds for him to get each text message, so I am very concise.

Customer: “I’m [Full Name].”

Me: “And the phone number is [telephone number], correct?”

Customer: “Yes.”

I look up more systems than I usually would because it is an awkward conversation. It turns out to be a common problem; he has taken out a contract for an Android phone and then started using something else.

Me: “Did you get a new phone?”

Customer: “Yes, I bought an iPhone from my friend. The Internet worked on my old phone.”

Me: “I can see the problem. One minute, please.”

I manually switch him to an iPhone-compatible contract. The change will take effect overnight. I send him another text.

Me: “Hello. I think I have fixed the problem. Your Internet should work within twenty-four hours.”

Customer: “Thanks. My friend said you can make it happen straight away.”

It’s now after 21:00.

Me: “That’s possible, but it will take a few minutes to go through. Are you happy to wait?”

Customer: “Yes, that’s fine.”

I explain to him how to make his new iPhone access the Internet. This involves going through several menus and forms. My manager, who can’t go home until I’m finished, is getting impatient.

Manager: “Hey, [My Name], are you finished yet? Time to go home!”

Since he can’t hear me speaking to someone, he isn’t aware I have a customer.

Me: *To the manager* “Yes, I’m actually dealing with a customer at the minute.”

Customer: “Oh, look my Internet is working now. You’re amazing, [My Name]!”

Me: “Just doing my job. Have a great night! Bye!”

I wrote some notes on the account, but I had one more task. I am required to manually enter each customer’s phone number into a database. I entered the customer’s phone number at least eight times, which guaranteed the customer would receive a survey. The customer got a survey, and he replied.

He gave me the maximum possible rating for everything!

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