3 Truths CSRs Wish Callers Knew

Who among us has waged war with a customer service representative (CSR) and almost lost your damn mind in the process? ALL OF US, that's who.

Now, if you've never had issues resolving problems regarding products/services, this post isn't for you. Please enjoy whatever you're drinking and have a nice day later.

I'm speaking to a vast majority of us that morph into irritating monsters (I would say something else but, I won't) when addressing valid (sometimes not) complaints with a business or service provider. It's high time someone reminded you the CSRs that you find it so easy to unload your hostile frustration are doing their jobs. They deserve respect.

The brave individuals we call customer service representatives or CSRs, have a thankless job. We seldom praise them. For what you say? How about deleting extra fees or going those additional steps ensuring a client/customer is not only satisfied but able to avoid reoccurring problems. Before you eke out, it's their job. Often, it's not. Commonly, they are criticized, insulted, and denigrated for following company policy.

In other words, CSRs are low-paid patsies for companies or service providers peddling faulty products/services that WE, the consumer, can beat on (figuratively) because there is no one else. When was the last time a corporate head or business exec with stock options answered a customer service call? Don't worry I'll wait.

Telling the truth hurts, but so does your misplaced disrespect. While you're scratching your head, wondering what role you play in all this, let me give you something else to think about.

P.S. I'm more than qualified to speak. I used to be a CSR in my former life, smdh.

Anyhoo, for the sake of time, here are three truths CSRs wish you keep in mind before speaking with them.

1. YOU'RE PISSED, WE KNOW, NOW WHAT?

2. WE DON'T GIVE A DAMN WHO YOU ARE (TITLE) OR WHERE YOU WORK. WE WANT TO PROVIDE A SOLUTION; NOT ACCOMMODATE YOUR VANITY.

3. 'LET ME GET A PEN' IS A CURSE WORD.

All CSRs understand your pisstivity, just go with it, and why you feel that way. Trust they do, but how can anything be accomplished when the caller's immediate stance is abrasive and ready for a fight, mucking up an otherwise easy two-step process (know the problem & provide the solution). Instead, reserve your anger by prefacing your emotion with the specific (make it plain) issues/problem. Then double down by clarifying you don't want to speak to a handful of people, only those with direct authority to resolve your issue.

Next up to bat, the dreaded, "Do you know who I am, or I'll have your job for this" group. In all honesty, you never want to find yourself operating from this place of delusional grandeur. These people have a stick in their, shut - my- mouth- and - keep - on- talking, with everyone. So, why is it the responsibility of a CSR because you woke up on the wrong side of life and decided to take it out on everyone?

Here you go lashing out at anyone, throwing your title or status around because you feel large and in charge. This foolishness doesn't show power or importance. It highlights your inability to self-identity (what you do for a living is not who you are as a person, Imma leave that one on soak). Did I mention a tremendous timewaster?

CSRs can make short work of this group once they’ve allowed the situation to deescalate or forward to the next chain of command. Instead of this negative mood shift, help the CSR by putting your mammoth-sized ego to the side and clearly stating the problem. For the record, if you were that friggin important a CSR call wouldn't be your option.

Last but certainly not least, my number one headshaking eye-roller for ALL CSRs, when a caller says, ‘let me get a pen.’ Oh, if there were employee bonuses associated with hearing that famous catchphrase, CSRs could probably quit. Then where would we be?

Ex-squeeze me! You called spreading all this bs, messing up an otherwise uneventful routine day, talking all this smack but you need to get a pen. WOW! For the love of sanity, make it make sense.

Maybe you thought your problem would magically disappear in a snap. WRONG! An exchange of information is required. Please, spare us all.

In place of negatively posturing, wasting everyone's time, how about replacing it with a pen and paper?

---

The field of Customer Service requires continuous interaction. It doesn’t ask but demands the representative employ soft skills (not seen in the job description) to handle particular people or unique situations (emotions) often unwelcomed in the workplace. Among other duties, their job is to resolve, not to be the target of an aggressive attack. CSRs is a litmus test for a business's accountability.

Next time you need to speak with a company or service provider about an issue/problem, STOP! Replace your hostility with concise communication and a good measure of courtesy for swifter results.