Montana n: A state of the northwest United States bordering on Canada. Admitted as the 41st state in 1889. The fourth largest state in the union, it includes vast prairies and numerous majestic mountain ranges.
Syn: Treasure State, Big Sky Country, Last Best Place.
Jones n: slang. An addiction or very deep craving.
Tuesday, May 10, 2005
I've been manning the phones for a few months now and I gotta say, so far so good. I've not had a whole lot of hard to please or demanding customers. I get to chat with people from all over the country. When the phone rings I try to guess who will be on the other end; male voice, female voice, loud, soft, assertive, passive. I'm always wrong but it is a fun game to play.
The people I talk with tend to be one of the following:
- Knows what they want, says it, does business and gets off the line quick.
- Knows what they want, but wants to be reassured that what they want is okay. They like to be guided through the process.
- Has no clue about what I offer or what they are getting in to, complete newbie, somewhat ignorant, lots of basic questions but usually enthusiastic.
- Just checking on a detail. Thanks for the info.
- Want's to know something completely tangential and mostly unrelated to my services.
I think my favorites are the ones that know what they want but let me lead. That way I can make sure I have all the necessary details in the order I like to get them.
I get a variety of personalities too:
- More talk than listen.
Hard to communicate info to these people. I always like to repeat an order back to the customer just to make sure I got it right but these people don't want to hear it. The correct order is old news to them I guess. They will even ask questions but not wait to hear the answer. I find myself trying to talk over them a lot.
- Life story.
These people want to tell me all the details of what lead up to me and what they will do after, and they tend to include many unneeded details about their kids and their heart surgery.
- Fast talker.
While I am writing the first digits of their street address they are spewing the last digits of their zip code. I am almost always asking them to repeat themselves. And no, spelling with the phonetic alphabet does not help the fast talker. "… That's Victor, India, November, Charley, Echo, November, Tango. Got it?.."
- Slow and precise.
Better than fast talker, at least I can get all the details right. Still tedious when I can type half an E-mail between hearing the street address and the city.
- Wants a yes man.
"Now you need a name and address, right?… Now, you want a phone number?… Will you send me a confirmation?… Will that be a five hour drive from Calgary airport?" After a whole conversation of my saying "Yes" or "that's correct" I wonder why they called me. They already knew everything. C'mon, let me lead a little. Maybe there is a detail I know better than you.
I like the people that will chat and make a point of enjoying the business transaction a little. I am really not in a hurry to get anyone off the line and if you have a clever anecdote I'm sure it will brighten my day. I am impressed that on some days practically everyone is nice and cheerful. I get calls from all over the US, is it possible that the whole country is in a good mood at the same time?
And the best part; working from home makes this a pants optional office. Think about that the next time you phone up customer service.
You would not believe the Life Stories I get, either.
My personal favourites are the "OMG YOU'RE A GIRL!" and "So....you like your job?" types. :D
There is more Jones in the archives: February 2005 March 2005 April 2005 May 2005 June 2005 July 2005 August 2005 September 2005 October 2005 November 2005 December 2005 January 2006 February 2006 March 2006 April 2006 May 2006 June 2006 July 2006 August 2006 September 2006 October 2006 November 2006 December 2006 January 2007 February 2007 March 2007 April 2007 May 2007 June 2007 July 2007 August 2007 September 2007 October 2007 November 2007 December 2007 January 2008 February 2008 March 2008 April 2008 May 2008 June 2008 July 2008 August 2008 September 2008 October 2008 November 2008 December 2008 January 2009 February 2009 March 2009 April 2009 May 2009 June 2009 December 2009 January 2010 May 2014