When people ask me what I do at my job I usually tell them I answer the phones and emails and leave it at that. In reality, there is way more to my job but I want to spare the facial and verbal reaction to "I am in customer service". Typically, when people (including myself) hear customer service they have a negative reaction which may include a loud tone of voice and a lot of hand motions. I have talked to a number of people about their experiences with customer service and a common complaint is they are talking to people who do not speak English very well. One of the main goals of service is being able to successfully communicate to clients. The language barrier makes it extremely difficult to maintain that goal. In addtion to this obstacle, people find themselves on the phone for hours at a time trying to solve their issues through customer service. This unpleasant combination can result in a flurry of unpleasant feedback. The one thing I can say about my company, for the specific product I work for, is that we do not outsource our customer service. Our clients call a team line where one of three people will take their calls; me, Keith and Abby. Neither of us have a foreign accent, however Abby and I do have a relatively strong Philadelphia accent.
A day in the customer service world of financial services can be very interesting. Since we are a small product owned by SunGard we have about 200 clients. I usually hear from the same people each week so there is more of a personal interaction when I am on the phone with them. The number of clients who actually contact us is so low that I can recognize the number on the phone when people call. That can be a good and bad thing. Luckily, I am not the only one answering phones. One lady, maybe middle-aged, calls quite frequently. I think she picks a day to work on her Investor'sView (our product) projects, gives us a call when she logs in and asks us random questions when she is navigating through the system. One day she called three or four times within a half hour, each time I was the lucky one to pick up. By the third call here is how the conversation started,
"Investor'sView this is Marianne."
"Hi, it's me."
IT'S ME?! I didn't know we were on that level already. Like I said, customer service has it's good and bad days. I've had my fair share of those bad days but I try to bring out the good in those times. When my boss overhears me having a hard time on the phone with a client she comes over to my desk and tells me not to take things personally. That advice goes a long way in customer service.
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