In the world of angst, customer service agents are on the front of the receiving line when it comes to dealing with customers. From the pleasant to the downright nastiest transactions, customer service agents face incredible stress, poor pay scales and the demands from customers and management. When considering this scope, customers should know the 10 myths of customer service agents to clear the air. Officially.
Myth 1: You can waive the fee if you really wanted to
Wrong. Customer service agents are held to limited permissions, one being fee waivers. Those sitting in the fancy boardroom designate a position and threaten their employees to stop at a certain amount of waivers. Other agents, especially those in telecommunications, are told by management waivers are not possible, and will not be granted. If a customer service agent says no, chances are that’s policy enforced.
Myth 2: You just keep saying sorry even though you can do more!
Wrong again. Customer service agents are not trained to be human beings from the robot factory many customers think they stemmed from. They are people, they bleed and hurt like everyone else. When a customer service agent says “I am really sorry, and I wish I could do more,” that is the case. They are limited severely, and when offering apologies, they mean it, because they are equally frustrated by their limitations.
Myth 3: You know my credit score, just tell me!
Agents rarely receive the credit score. For some companies, like Discover, they will print it on a statement. But rarely is a company providing that information to their agents to pass to customers. If you were declined for credit, a phone or car - agents don’t know the reason. It just shows decline for credit reasons, and a letter will be sent to the customer. They are not playing coy.
Myth 4: Give me the direct number to someone on that team, I know you have it!
No, they don’t. In large companies, the customer service agent is hired at a sub-par rate, and fields phone calls from angry customers. They are given guidelines, and told what their limitations are. They have the 800 number list in front of them for a reason, to give to you. Don’t take offense to it, they also don’t have access to a direct person.
Myth 5: You don’t even care about me as a customer, I am going elsewhere!
Agents do care. A lot. Much of their stats - you know parameters that affect their livelihood is based on YOU. They want to please you, and make sure you give them a good survey or recommendation, to keep them in the green. They are not management, they are not corporate. If you threaten to leave for another company, don’t scream at the sales agents, don’t scream at the customer service or tech agents. Rather, write a detailed letter to the company board- the real rule givers.
Myth 6: Someone should pay for this, but I know you won’t get fired, and you deserve it!
Customer service agents are basically the whipping boys of the service industry. They do get it. Once a customer leaves a negative survey against the company, the agent is disciplined by management. Even if the agent has reached their capacity of possibilities. Many of these agents are extremely burned out, and fighting to find a better job. How an agent is paid, how they can report to work is affected by your impression of the company as a whole. Fair? No. Which is why customers have to start understanding the limitations by agents.
Myth 7: You’re ignorant, and probably didn’t even graduate highschool!
This was a real insult reported by a customer service agent. The U.S. Department of Labor released a report back in 2008 regarding the majority of the near 3 million customer service agents across the country. A majority of those jobs require a 4-year degree, and some barely look at a resume without an Associates. Many customer service agents have their Masters Degrees.
Myth 8: You must be reading from a script!
Not likely. Agents, again, are limited in their positions. Trust me, if they could give you $200 to close the problem and deal with it, they would, considering the thousands of calls, chats and emails they field monthly. They understand your issue, before you’re even done explaining it, because chances are? They discussed the same thing hundreds of times previously. They value you, but no one should tolerate horrible insults and threats from any one person, regardless if you have been a customer for the last 30 years. Once again, blame the company and those in charge making the rules.
Myth 9: What do you mean your manager is not available? Put them on, I’ll wait!
If a customer service agent offers you their supervisor’s voicemail, they are not being dense. They are not watching their supervisor waving their arms in a helpless “no” sign. Rather, the supervisor is more than likely on another call, or taking a much needed break. Supervisors also have their limitations and have to manage the insanity of dozens of angry customers.
Myth 10: You are a terrible customer service agent!
Chances are the company sucks. Sorry, just putting it out there. Turnover for customer service agents are high because of high burnout, and no communication from management to their overworked employees. Many do not receive benefits, time and a half, etc. Don’t take this wrong, there are some mean customer service agents, but the majority we have encountered feel helpless and overwhelmed due to management requirements, customer demands and a limited opportunity to truly assist.
Customer surveys are detrimental to a company and that agent’s position. Ever wonder why so many jobs are outsourced? The company shrugs and moves the company out of the country and into cheaper areas, for the minimal amount of work done. Next time you are on the phone, email or chat - consider the limitations, and understand that agent is also a customer to several other companies, and truly gets you. It’s the CEOs and board members that don’t. Respond there.
by: LuEllen McDonald
