Call Center by Gwen Foster Oglesby

Author:Gwen Foster Oglesby [Gwen Oglesby]
Language: eng
Format: epub
ISBN: 978-1-61254-956-9
Publisher: Brown Books Publishing Group
Published: 2016-10-14T16:00:00+00:00

Call center flashback: Deborah was a seasoned representative who had worked in the industry for several years. She came to my team with a history of poor customer service skills. She was knowledgeable in the technical arena but lacking in soft skills and professionalism. As long as the customer was calm and noncritical of her, Deborah’s calls went fairly well. When the customer questioned her responses or expressed frustration with her, she would become combative, loud, and disruptive on the floor. What Deborah did not understand was that she was responsible for her responses to her customers. There is no place for a tit-for-tat mentality in the workplace; it is important to demonstrate workplace maturity. Her rants were a disturbance to others, most coworkers were hesitant to interact with her, and the supervisor had to continually address her performance issues, which took away time to equally focus on other team members. Deborah received regular coaching, but unfortunately was not able to show consistent improvement; as a result, she was placed on corrective action. Deborah eventually submitted her resignation, citing the job was not a good fit for her. Truth be told, I was relieved!

I’m not sure what field of work Deborah is in now, but I sincerely hope she has taken ownership of her behavior.

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