Thanks guys, your advice seems to have helped, I'm not having as much trouble these past few days. Plus I get to play irritated customer for a change, with our upstream provider :) Only kidding, I'm nice to them too :)

that's great! :x:

I'd just like to add... it sounds more professional to say 'You're welcome' when someone says 'Thank you', rather than uh-huh, yup, yeah, no problem, or you bet.

saying "it was my pleasure" is even better

My youngest daughter was a 911 Operator,you wouldn't believe,the things,
that people call for!My father used to tell me-Even if you have to swallow,
your pride,always be polite to policemen,Judges,customers,etc.No matter,
how pissed off,you get,it pays off,in the long run! Irish :hair:

Try to sound like darth vader on the phone. That always impresses the vendors. :D

Aqua and wyndhy, generally I "sign off" with "No worries" or something like that. I try not to keep things too formal - we are a local company after all, and a lot of customers open with "G'day mate, I'm having a problem with..." One thing I have noticed is that when I talk to the security team of our upstream provider (a mega multinational telco-zilla) is that they are extremely formal, to the point where it actually makes me uncomfortable :spin: I'm not sure whether that's an international cultural thing (they're American) or a mega-corporate cultural thing.

I keep working on it all the time, though :)

Oh yeah, id believe it. Heres a sample.

Operator(me):Directory Assistance, may I help you?

Customer: (rushed/agitated) Operator, I need the number for 911 and I need it NOW!

O:(speaking slowly and formaly) Yes mam, the number for 911 is 9-1-1.

C:(calmer)Hmm.. I guess that was a stupid question, right?

O:(friendly and smiling) Well mam, as the phone company always stresses, the customer is always right.

sigh

<I've got a million of em>

go with the cues they give you. if they are informal, follow siut and if not then don't. i am pretty informal on the phone with cutomer reps but i also worked for some time in (and enjoyed and if i may say so was good at :D) service jobs, the in person ones and over the phone. there is nothing wrong with being informal at all.

i know EXACTLY what you're saying about those big corps and it all comes down to training. they are told to use certain expressions and answer the phone a certain way. they are like waiters in those theme restaurants***hello. my name is blank. i will be your server today. our specials today are...*** i guess what i'm tryin to explain is that you don't have to sound formal when you use certain expressions. if you soud like yu mean it/enjoy your job, then no matter what you say will sound polite and reassuring to the person you are speaking to.

I too work in a complaint department...if something is going wrong they call me. Might not be technical and all but just the same. My general rule is answer the phone in a polite manner...

"insert company name", This is Natalie, how may I help you?

Then let them talk.


Just listen to there problem. At that moment something that seems huge might just be simple as a push of the button.

or I'll send the guys right over.

Natalie