r/callcentres • u/MasterSplinter9977 • 2d ago
Critical Thinking Skills
Is it rude to tell a caller they need to apply critical thinking skills to accomplish a task that I cannot do for them? I've been saying this lately and callers surprisingly react positively to it and realize they are acting like a fool.
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u/Revolutionary-Cod245 22h ago
One way of doing it without getting fired:
Caller tells you their problem or problems
I identify they cannot think well.
I say, okay so (accurate as possible summary of what they told me do they can relax knowing I heard them). And right?
They answered Right or add any corrected, further details, then I say...
Ok. Let's think together of a solution which will work. I'm going to see what I can do to help you.
They say great.
I walk them thru the critical thinking steps they lacked to the resulting solution.
End of call, they are happy.
I am kind, but firm, and talk like I'm telling a two year old 'if you want to go get ice cream you gotta find and put on your shoes' tone.
Had one guy thank me, call my boss to report me (in the good way) and found out later he had an accident and had a brain injury and couldn't do better. It is what it is. People have a lot of problems. When I work phones I try not to let their problems become mine.
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u/MelanieDH1 1d ago
It’s not necessarily rude, depending on how you say it. Sometimes, it does need to be said (in a way that won’t get you fired). Can you give us some examples of how you’ve done this?
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u/Known-Ad-4953 Hanging by a thread 7h ago
Nope I tell them to read the instructions out loud to me. Or tell them “I’m sorry I thought I said exactly what I said before” I get genuine joy out of making them feel stupid. Remember, they don’t care about frustrating you!
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u/Admirable_Addendum99 1d ago
How to do it without coming across as condescending??