Crash, having worked and being a call centre manager myself for several months, I understand the type of frustrations call centre people experience, yet, what I have learnt THAT THE TRUTH is more powerful than lies, especially if said lies would go on for several hours/days.
If you tell a client "we have isolated the problem and technicians are busy attending to it" then two days later, when said client calls back repeatedly, said client will be majorly pissed off.
If you tell the client that your technicians are busy attending to the problem, but they have no idea what could be wrong yet, that would derail the client being pissed off so much when he/she phones back repeatedly.
Period. Tell the truth, and, even though you might still get a few swear words from the client, the chances of that client calling back "because you said it would be fixed in an hour or that you have isolated the problem and is fixing it" and being pissed off at you would be THAT much less.
Then again, go ahead, lie, cheat, steal. Be greedy, expect the world for nothing, expect things to fall in your lap. South Africans are slowly pissing me off. This is a beautiful country, but the undermining attitude of South African companies to make a buck or two is getting to me.
My friend in scotland has a 1meg connection, they're upgrading her for FREE to a 2meg line, plus, for 3 months, she's paying 3 pounds LESS. Yes, they're paying her for a free upgrade they give HER.
THAT, my friend, is looking after your clients. Happy clients breed loyalty, loyalty means they'll stick with you through the tough times.
It costs you 300% more to gain a new client than to keep a current client
