We Need To Change Your Settings South Africa

Writen by Silver Jade

I came to the conclusion that we are in need of a new language here in South Africa.

People claim to understand English but they either do not listen, or they lie about their linguistic skills.

Think about the words we use to claim that we can help when a customer calls.
1.Service
2.System
3.Solving
4.Satisfaction.
5.Secure

Service to the customer when they contact a call center for help.It has become a word every business use without offering the action to make it valid.

Why is that? I blame management. People are taught to say things that SOUNDS right, in order to install a belief that they dealing with a person qualified and trained in a SYSTEM, to SOLVE the problem.

Not so.

Instead of SOLVING the problem, offering the client satisfaction and SECURING loyalty, which would result in utilizing this as a form of reference, the whole idea crashes down, resembling a macabre production of incompetence.

Doctors try to treat causes instead of symptoms. The average Large, VERY prominent business in South Africa offers a parrot fashion lip service which results in frustration.

I will not claim to be perfect when I speak or write in any language. I try to keep it simple, to avoid confusion.

Can I validate this statement? Indeed. Try and call the 24 hour customer service of our infamous telephone company.

You start out patient, explaining that your e-mail does no longer appear to be valid. Why? Your helpful pop up in the client you use to read mail tells you that.

The robotic response is almost instant. We need to change your settings. NO, we don't. The settings are the same as it was the past 3 years and worked fine. Does the email still exist? Yes, but we need to check your settings.

I ask if my robotic assistant on the other end of the phone is qualified to advise me in the Thundering version of the foxy one.

There is a stunned silence. She has either never heard of bird of thunder or she was never trained to solve problems when it involves this reader.

No...Eish. The hesitant response because there is a realization that she was not programmed in her limited training to solve this. Instead of acknowledging the initial question, she is now exposed as badly trained.

Still the training, albeit brief must have been intense. She insists that we need to check the settings. Again, a little less patient, I request that she explains to me why this

would solve the problem.

The second period of silence is a little longer. I am now asking another question

that was not covered in the training module.

Finally, after a ten minute conversation, thankfully via a toll-free number, she admits that her company is at fault. The engineers are working on the problem but she is not sure when it will be fixed.

Why not tell the customer that within the first minute?

Either the training told her she can not do that or she didn't listen to the question.

The service system, set up to solve the problem, did not offer the customer security nor satisfaction.

No one stayed around long enough to check if the employee understands. No one cares enough to check if the customer is happy.

The minute South Africa allows a secondary telephone company to offer landlines to frustrated customers, thousands, millions of people are going to CHANGE their telephone provider.

The training is either not offered in such a way that it is easy to HEAR or it is not structured in a way that that the employee is required to LISTEN.

http://www.silverguru.co.za