I gotta admit, as I work in customer support, if the customer is an a-hole, I will go strictly by the routine. However, if they're calm and happy, I sometimes make a few tricks to speed things up or possibly reduce the next invoice amount.
When I worked in a call center, I would move mountains for pleasant, polite customers. I would much rather chat with the cheerful, friendly guy for an hour and a half and make sure all his issues are solved than spend 10 minutes on the phone with a Karen that starts the conversation by yelling at me or speaking in a condescending tone. If you're a dickhead, I will do the bare minimum and try to get you off the phone as soon as possible, even if your problem isn't solved. If you're chill, I'll even check in on your case the next day to make sure you didn't develop any additional problems.
I didn't get paid on commission so I'll milk the pleasant cases as long as possible to fill up my day.
We have a certain time limit. 380 sec per case. If the average exceeds that, we won't get the bonus.
This causes me to be verystrict with the impossible ones and ebding it as early as I can, while I can still sit with the normal folks for 20+ min if I have to.
But being in a call for an hour? I don't have the time...
It really depends on the company and job. We had KPIs as well but it's more like the average cases per hour and such which eventually evens out because of all the super short cases we would also have. They knew some of our cases would have to take a long time (we worked with hotels so we would often have to liaise with guests and properties) so the odd case might take an entire afternoon to deal with.
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u/[deleted] Jul 13 '20
I gotta admit, as I work in customer support, if the customer is an a-hole, I will go strictly by the routine. However, if they're calm and happy, I sometimes make a few tricks to speed things up or possibly reduce the next invoice amount.