http://thelewisshow.disqus.com/Insane Rantings of a Mentally Challenged GeniusenThu, 01 Oct 2009 13:37:18 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17945708<p>you may be writing a guest post so don't go too far fellow customer service rep.</p>mlewis106Thu, 01 Oct 2009 13:37:18 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17945668<p>Vendetta!! </p>mlewis106Thu, 01 Oct 2009 13:36:40 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17945619<p>Sounds like you have a case of an old dog that won't learn new tricks. It's hard to get rid of that smugness. I would mostly suggest having him listen to his calls and try to emphasize with the person on the other end. Maybe with some careful shadowing with a more sympathetic associate.</p><p>Just sounds like he needs to get refreshed and see things through new eyes.</p>mlewis106Thu, 01 Oct 2009 13:36:16 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17945174<p>Can the seasoned rep ever change? I have a 50 year old tech rep on my Help Desk that either has callers who love him or hate him...there is no middle ground. I can't seem to get him to understand that his interruptions and smugness is a problem. I do not want to let him go. Any ideas?</p>JonathanThu, 01 Oct 2009 13:28:53 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17906793<p>AMEN!!!<br>Just like you said, most of us know exactly what you want before you answer the phone. You don't need to tell us your life story, or that you got a letter with some options on it, we're probably the sad sap who folded the 500 of them that went out last week.<br></p>JadieladyWed, 30 Sep 2009 22:43:08 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17905536<p>Vendatta!!!!! </p>janineWed, 30 Sep 2009 22:15:52 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17898972<p>In my field, a good service experience retains business and leads to further business. That's a win win. Companies need to focus on putting the best people on their own front lines.</p>mlewis106Wed, 30 Sep 2009 19:44:43 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17898944<p>Good point. It helps to know what we want by placing that call and to know policies in advance too. It's hard but not impossible. </p>mlewis106Wed, 30 Sep 2009 19:43:47 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17898681<p>Great post Mike - good tips on navigating the best! <br>I keep hearing rumblings of service being the best way to add value in this economy - do you think that is just lip service or will we see a return to customer service? </p>NickWed, 30 Sep 2009 19:36:21 -0000http://www.thelewisshow.com/2009/09/that-initial-thought-of-customer.html#comment-17898669<p>You have to remember that these people are paid to help customers out (at least up to the most of which the policies allow them to), so I suggest, whenever calling customer service, we should cooperate to make the experience more meaningful. </p>Caitlin ReynoldsWed, 30 Sep 2009 19:35:56 -0000