Story stew 03: I am the customer service who was scolded and cried by the user.

20 17 August 13? Cloudy on Sunday

"Hello, XX customer service! Can I help you? " I passed as usual.

"My air conditioner has been broken for half a month and no one has come to repair it. How did this happen? Is this how you serve our consumers? " A lady on the other end of the phone came out like an explosive and began to ask questions.

I frowned, thinking that this is another difficult user, and I don't know which one I met these days. ...

"Hello, madam! Did you apply for maintenance for half a month and no one came to repair this situation? Just a moment, please. I'll help you check the status of your maintenance application ... "I answered the phone while typing on the computer. When I learned about the status of this lady's application for repair, she was already talking to herself on the other end of the phone, and talked about the topic very far, from the poor air conditioning quality to the poor customer service attitude, and then to the bad reputation of the whole company ... I didn't explain much to her, because I saw on the computer screen that the maintenance application was made two days ago.

"I'm sorry, madam, your maintenance status has been checked here, and the maintenance master has taken the order. We'll rush it for you. Please be patient and keep your phone open. The master will contact you for home repair as soon as possible. " The company stipulates that users should come to the house for repair within 24 hours after reporting for repair. I found that the user has been applying for repair for more than two days, knowing that she is wrong and I don't want to argue with her, but she is persistent.

"Wait patiently? Am I patient? How many days do you want me to wait? Will you come back after you want to heat me to death? " I am very helpless. After all, I'm just an operator. I can only answer the phone, register the user information, and transfer the rest to the lower-level outlets and then send them to the maintenance master. I can't do anything else I am also very helpless that the master didn't come to help her fix it in time. But only two days, not half a month as the user said.

I continued to explain to the user that I would help her build a maintenance reminder, but the user was impatient and swore. On the other end of the phone, there was a sharp soprano swearing. She said that she wanted my job number, reported me, said that my service attitude was poor, perfunctory, and didn't send a master to fix it for her. I'm really going to be furious. I took a deep breath and said, "I'm sorry, madam, but you have something urgent here." We can understand your feelings and will help you deal with this matter as soon as possible ... "

"You can understand a fart. How do you understand that no one has come to repair it for more than half a month? "

"I'm sorry, madam, we have records here. You said you didn't apply for maintenance for more than half a month. This is a bit exaggerated. Please wait patiently, and I will help you urge the local after-sales maintenance master. "

"Are you still in the retort. What if the user is hot? Can you afford this responsibility? "

"I'm sorry, madam, we have learned that we will arrange for your local master to come to the door for maintenance as soon as possible ..."

"I depend, you are a robot, can only say this sentence? Huh? Answer me if you are a robot, don't you? "

"I'm sorry, madam, we will try our best to help you deal with it. The call companies here have recordings, please use civilized language. "

"Abnormal condition, you hurry up and deal with it for me. It's too hot, you bastards! " There was crazy abuse in my ear, followed by the beep of hanging up the phone. I took a deep breath. "Alas, finally came another ..."

Many people will say that such users should be scolded, but the company stipulates that "customers are God". How can you scold? And the phone calls are recorded, and someone in the company will review the recordings. Moreover, it will be summarized once a day. Generally, the average call time should not exceed 90 seconds, otherwise a long call will be considered overtime. Obviously, I spent too much time with this lady today. Abuse of users will deduct wages, and overtime criticism will deduct wages. Some people say that users can hang up if they are unreasonable. Is it stupid? Yes, only users can hang up first, and our customer service will deduct their wages if they hang up casually ... I can see clearly that customer service can only be tolerated by people with good temper.

I just met an annoying user. I have been in a bad mood all day. Just when I was angry, the phone rang again. There is a gentle man on the other end of the phone.

"Hello, XX customer service! Can I help you? " For the first time, I feel that I can be so "strong". One second I want to cry, and the next I can say hello with a smile.

"Oh, that's right. Our air conditioner has only been bought for two years. How is the internal machine leaking? "

"It may be that the water pipe is blocked by dirty things, or animals such as mice bite off the drain pipe. Well, sir, we will help you register and send a master to help you change a water pipe. "

"Want money? I am only two years old and still under warranty! "

"Yes, it's still under warranty, but this cleaning is a maintenance, not a quality problem, so the corresponding fee will be charged."

"Lying trough? More money? Girl, can you explain to me what warranty means? Do you listen to the concept of warranty? " This gentleman speaks slowly, but his words are very irritating.

"Sir, the warranty is within the warranty period. All quality problems are free. "

"That I this is not a quality problem? People's air conditioners won't break down for several years, but I only broke down for two years. Isn't this a quality problem? Are you so unreasonable in choosing words? Fool consumers? "

"This cleaning is really not a quality problem. The conceptual problems here have been explained to you clearly. I hope I can understand. "

"Well, well, I'm going to turn on the air conditioner because it's very hot, but it's leaking and my TV and wooden floor are soaked. Do you pay? It is still leaking. "

"Sir, please don't use the air conditioner for the time being until we fix it, or it will leak more."

"Don't I will die of heat? But you have to pay for this floor and TV! "

"Sorry, sir, our company doesn't have this rule."

Then I explained it for a long time, but I didn't understand. It's broken. Why should I open it? There is something wrong with the quality of the blocked drainage pipe with too much dust at home. It's really wrong to turn on the air conditioner when the floor is soaked, but I can't say anything about it. I can only stick to the tenet that "the customer is God".

After some kind words, he finally gave in and said, "Then you can take the master home to confirm the maintenance. I will wait for you at home for 20 minutes at most. "

"Excuse me, Sir. Our side is the national customer service. We need your specific address, and then send the master of your local maintenance point to your door. Our customer service is not door-to-door service, nor is it in a city. Even a 20-minute rocket ride won't get to your house. I hope I can understand. "

"The national customer service is very powerful. If you don't confirm, let the boss answer the phone."

"I'm sorry, sir, the chairman is not in the after-sales customer service management side, but in the company headquarters."

"Hey, forget it, let our local master hurry up." With that, he finally hung up the phone.

I am really helpless. I just answer the phone and take notes. Why do they think customer service is so bad? Can I fly to his house to help him fix the air conditioner? Impossible, these are all technical aspects, and everyone should have a division of labor. Now, how can these consumers imagine that customer service is so bad that they can do everything?

Then the phone never stopped, all kinds of complaints and abuse, what air-conditioning remote control can't be used to make calls, isn't there a manual? What new air conditioner is a fake? I can only answer the phone and can't see what the air conditioner looks like. How do I know if it's true or not? When will the air conditioner bought online arrive? Excuse me, can you give me the phone number of courier brother? I am an air conditioning company, not a logistics company. Who am I?

Various reminders, occasionally a few soft-spoken users call in, feeling excited and want to cry, because it is not easy to meet users with good temper! And the telephone is a dialect all over the country, I can't understand it. I am grateful to meet some people who can speak Mandarin. Repeat every question like a doctor asks a patient every time, and be regarded as a robot. ...

When I was about to leave work, I looked wronged and the manager happened to be there. She comforted me and said, "We have all been there, and I can understand your feelings, but we are in after-sales customer service. All the incoming calls are air conditioners. Of course, the air conditioner is broken in such hot weather, and their temper and attitude are not good. What our customer service needs to do is to help users establish maintenance files and to appease their emotions. This is the responsibility of our customer service. You have to put away blx, some people you have to put up with, and some things you have to listen to. This is society, and this is work. "

Walking on my way home, I began to doubt my life. It is not easy to earn pocket money. I really understand my parents' difficulties. I walked listlessly on the road with my bag on my back and the night breeze, and I cried when I walked. I don't know whether it's tears blown by the wind or wronged tears. I'm really tired and wronged. I cried and touched my ear that I had just gone to the hospital for examination two days ago. My ears were red and swollen by the harsh voice on the other end of the phone, and my eardrum was almost broken. I cried. I'm going deaf from being scolded. Along the way, I have been reflecting on myself, my language expression, my work attitude and all my previous summer jobs.

I am a college student, but I have never been idle in winter and summer vacations. I tell you that I have sold clothes, handed out leaflets in the rain, helped others sell wine, stood at the counter and sold mobile phones, worked as a yoga salesman, served dishes in restaurants, wiped tables and washed dishes ... I have done too many jobs in winter and summer vacations, and it's not that my family is too poor to open a pot. Whose daughter is not a baby or a little princess? I just don't want my parents to work so hard. I just enjoy the feeling of financial independence. I just enjoy the pride of buying things for my parents and giving them red envelopes. I want to play Creary, I want to go to Jay Chou's concert, and I want to travel. These all need money, although my parents can afford it, but I don't want to. They have the right and obligation to support us, but they have no obligation to help us pay for our hobbies. We need to earn what we like!

I will walk home soon. I think I should grow up. I can't let my parents see my tears I want to collect my blx.

After closing the door, I looked up at the sky and put my tears back in my eyes. I made a wish: I hope it will be a cool rainy day tomorrow, so that users don't have to turn on the air conditioner, and the number of calls will be reduced, so I will be more comfortable. ...

This is the first time I like rainy days.

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