tag:blogger.com,1999:blog-33211251.post6512112472389705793..comments2024-01-08T19:49:13.932+00:00Comments on Froogville: Yes, but WHO are you? (Where in the world am I? [39])Frooghttp://www.blogger.com/profile/06738623732860210935noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-33211251.post-76666228386431982422007-06-20T02:02:00.000+00:002007-06-20T02:02:00.000+00:00Interesting, and really quite a funny transcript, ...Interesting, and really quite a funny transcript, though I'm sure it was completely frustrating at the time.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33211251.post-10608275298090047332007-03-29T00:55:00.000+00:002007-03-29T00:55:00.000+00:00Maybe things have gone to shit in the last few yea...Maybe things have gone to shit in the last few years, then. I've had a few run-ins with call centres where the operator was just a bit gormless, or was hamstrung by the protocols of the company (had a huge f***ing problem with my bank a while ago, because they had changed their 'security questions' and couldn't comprehend why I maybe couldn't remember the address I'd given when first opening the account - 6 years and multiple moves later!), or just don't know the answer to your problem. But on the basics of being civil, being logical, giving you their name, getting your details straight - pretty good, no complaints there.<BR/><BR/>This is a particular bugbear of mine, because I used to work in tele-sales (B2B rather than B2C - although I did B2C for a while too when I was a student, and the principles are mostly the same). You explain who you are and why you are calling right at the outset; if you don't, people get pissed off at you and hang up.<BR/><BR/>OK, so things have got bad in the UK: but it's poor education, poor training, laziness or forgetfulness, or perhaps in some cases a bizarre, deliberate subterfuge. Here is it part of the culture that THEY DO NO WANT TO TELL YOU ANYTHING.Frooghttps://www.blogger.com/profile/06738623732860210935noreply@blogger.comtag:blogger.com,1999:blog-33211251.post-86832689275069210632007-03-28T17:25:00.000+00:002007-03-28T17:25:00.000+00:00"...Telephone technique is almost entirely unknown..."...Telephone technique is almost entirely unknown..."?? We have that here in the UK too, Froog - it's called "Phoning a Call Centre".<BR/><BR/>"People do not introduce themselves. They do not explain why they are calling. They do not explain how they got your contact details. They are reluctant to volunteer any information at all. They are reluctant to give out information even when questioned. They behave as if knowledge is power and they don't want to cede any of that power to you: they will only tell you what they think is the absolute minimum amount of information required to get you to agree to something. That minimum is usually far less than what is actually required in order for you to have the slightest notion of what they're talking about." We have this here too...it's called "Cold Calling Just As You're About To Sit Down To Dinner."<BR/><BR/>You've been away too long, young man, and have developed UK Customer Service Amnesia.Ali Bali Beehttps://www.blogger.com/profile/13544380444448871445noreply@blogger.com