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RatDog's Journal
Back to RatDog's Journal
2007-10-27 15:50:08
Nearly survived the week.
Well Iím into my first week of the course, and I love it. I have made friends with the people that are doing the course with me. There are six of us, and we all look out for each other, during the course.

Iím having fun doing the practicals on the phone, and putting their details on the computer. We have a fake flight centre program called Tafeflights, and we ring each other up, on the phone number we have been given. We have to pretend itís a real call centre for Tafeflights. We have to put the details of each person who purchased a ticket. Then go through the procedure of the privacy act, with them, and how they may pay for the ticket.

Did you know itís very hard not to talk in a negative manner on the phone? The words ďsorry" and "unfortunately" are seen as negative words, to say to a customer.

Mood - A bit tired
Music -
Edited - Never

Edit to add:

My Nan is coming over from the UK on the 11th of November next month. It's been 8 years since I last saw my Nan.

So I am looking forward to seeing my Nan again.
Posted by:RatDog


date: 27/10/2007 09:22 GMT
What do you instead say to an angry or upset customer?
Posted by:the end

the end

date: 29/10/2007 16:56 GMT
Hi The End. We are still learning this. The way you deal with the angry or upset customer is to first listen to the customer, and then help the customer. Most of all when dealing with a miffed customer is to show empathy.

It has taken me a few days to reply to this, because I have been busy. I have just noticed this comment.

( I wanted to say the word "Sorry" but since its a negative word to say.)
Posted by:RatDog


date: 07/11/2007 06:56 GMT
That is how we do talk to the customers, but I guess I'm talking about the tougher cases, when they just won't listen to you.

You'd be surprised how angry people can become over a
50 cent newspaper that is missing a department store ad or a TV Guide!

Or maybe not
Posted by:the end

the end

date: 07/11/2007 15:20 GMT
I'd be interested in hearing more about your're learning as you learn it. Thanks for sharing!
Posted by:the end

the end

date: 07/11/2007 15:21 GMT
We apologize, but you need to login to post comments. If you don't have an account, why don't you register? It's free!
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