What you want to know about the daily work of customer service

Hi, I’m Xiao Liuli~

Today is the fourth day of my daily update challenge. I have never thought about what to write, but I suddenly got inspiration while squatting on the toilet. Why not, just write about the industry that I entered since my internship.

Many people have a big misunderstanding about the customer service industry. They think that customer service is just typing and making phone calls, how easy it is.

Yes, our daily work is to type, chat, and make phone calls. But you know, whether we are typing or answering the phone, we will definitely meet people who greet us for eighteen generations of our ancestors. You may think, how is it possible, why would someone scold you for nothing? So let me tell you about my experience.

What I did during my internship was the official hotline customer service of a certain platform. We will receive some customers who make unreasonable demands that cannot be met. After politely rejecting the request, the customer yells and curses. However, our service tenet is not to hang up the customer's phone. When I was working, we had a customer service girl who was scolded and cried seven times a day. She cried and explained to the customer until the customer hung up the phone.

I think no matter what age you are, if someone keeps scolding you, you will feel uncomfortable.

It is true that this is the job of customer service, and we do not deny that she is not scolding us personally, but may be scolding the platform or the previous customer service, etc. But after you receive it, you can only answer it patiently with a smile. question. The last call may have scolded you, but the next call comes in and you still have to serve the customer with a smile.

I clearly remember the slogan "Customers have abused me thousands of times, but I treat them like first love" printed on the walls of the company.

In 2019, I also tried to work as a customer service typist, specifically answering questions for customers in the store. I don’t know if you have seen a short video. There is a big enter button in the video. Do you know what it is used for? In fact, Suguo is just a simple send key on the computer keyboard. That one is just to vent our anger! ! !

Because we will bear a lot of negative energy from customers, for example: customers are looking for a certain coupon (we cannot send it directly to customers, they need to find and collect it themselves), we take screenshots and give them to customers, or I told you the steps step by step, but the customer just couldn't find it. Another example: We have given the customer how to use it many times and the precautions are the same, but the customer does not see that there is a problem and refuses to listen to any explanation.

We are not one-to-one. In a one-to-many situation, when the customer keeps communicating with you but fails to get to the point, you will be so angry that you want to smash the computer, throw the mouse, or vomit blood. . But you still have to have the proper service etiquette.

You see, this is why customer service is not easy. But when we receive compliments from our customers, all the unpleasantness disappears.

In fact, having said so much, what I want to say most is, don’t think that any industry is easy to do. People in the customer service industry are tough and we are patient. Please don't underestimate us.