Our cable contract is ending this week. In order to take advantage of the best promotional deals for new customers, Sidney and I are switching cable companies. Last night, I called our soon-to-be new provider to cash in on a pretty good package.
About five months ago, I wrote about how impressed I am with customer service agents for major companies. Although the process of actually getting to speak to one might be a little frustrating, once the connection is made I have found the dialogue to be very pleasant and helpful. Since five months ago I have had to talk to other customer service agents here and there about various situations. Each time the agent was completely professional.
Soooooo….how did last night’s experience go?
Great! In keeping with the trend, the woman I spoke with last night offered excellent customer service. She answered all of my questions with thoroughness and courtesy. She seemed to talk honestly. She even showed great patience when I put her on speaker phone so my wife and I could interrogate her at the same time (Sidney needs her DVR!). When the phone call ended we were very satisfied.
It appears to me that the trend of putting value on great customer service at company call centers is not going anywhere. Because of this, I am still very intrigued about the professionals wearing the headsets and providing help to people all over the country.
In my post from April, I asked my readers who work as customer service agents to come forward and tell me about their jobs. The response was underwhelming. With my ploy for exclusive information a failure, I now must try a different method.
For any television executive out there, I have an idea: How about you do a casting call for the best call center representatives out there? With an eccentric and diverse group of customer service agents, you could take a prospective television show a couple different ways.
You could do a talent/situational reality show. I am thinking it would be a mix of something like “The Voice” meets the old MTV show “Boiling Points.” Contestants would go up on stage and have to take a call from an over the top angry or incompetent caller. The customer service agent would then do his/her best to walk the caller through his problem. It wouldn’t be easy. The pressure would be on. A live audience would watch the whole thing.
My second idea is much more general. Simply take a bunch of customer service agents and put them on “Big Brother” or a Real World type formatted show. It would be so interesting to see how these people would interact with one another and whether any shouting matches would break out. In my head I have a vision of company CEOs tinkering with the vocal cords of all customer service agents so whenever they have the urge to raise their voice on a call, their throats are engulfed in pain.
As you can tell, I am still very much intrigued by professionals who are able to hold it together all day talking to people who most likely aren’t very happy at that given moment. I want to know more. Who out there has TV connections? Don’t Blink.