Need To Switch Up Their Expectations

, , , | Working | July 10, 2019

(I work at a call centre for an energy supplier, providing quotes over the phone and trying to sell them the offer. At this time, a manager is listening in on my calls to see how I’m doing. I’m dealing with a customer who is clearly still learning English as a second language and it is causing some confusion and miscommunication throughout the call. He manages to explain that he has just moved into his house and thinks he’s with us and wants to go to a fixed tariff. Before I can even go about getting many of his details, the caller suddenly says:)

Caller: “Okay, we will go with you. Please switch us to fixed as you say.”

(I try to stop him and say I need more information before I can put anything through — like bank details and his address — but he hangs up.)

Manager: “So, tell me, what do you think you could have done differently to get that sale?”

Me: “Um… not much? I tried to stop him from hanging up, and he said he wanted to switch, but he seemed to think I could do that with just a phone call and no information needed. I couldn’t even get his number to call him back.”

Manager: “Well, you still need to try on every call. I know you’re new, so I’ll let it go for today, but you need to try for a sale every call.”

Me: “…”

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