We started taking Calls right from Day 1…!
I didnt expect that!!! I thought they were joking! Come on man… Do U mean, Real US Customers?! And we are going to solve their issues?! What about the Quality Parameters? Quality of Support?! And all other Parameters?! But No… They werent Joking! Our TL said, dont worry guys, this is a kinda practice for you… Dont worry about quality parameters, just go on and take calls… Wel, Okay! I rehearsed my script and then i went on to take my first real call… Poor Customer! 
A Lady called in with a Fax Problem! (Hey… Whats this! 
They didnt teach us about any Fax issues in Training!!!) After Greeting the customer exactly as in the Opening Script! I went on to collect the details like First Name/Last Name, Phone Number and Service Tag of the Printer! We had to Alpha Verify the Name for Spelling Errors! I started… Lemme verify ur Name ma’am… (read this slowly) A as in Alpha, B as in Bravo, C as in Charlie and so on… I didnt memorize that at that time! I was searching my empty brain for the correct word! As soon as i finished Alpha Verifying her name… She asked me, “Are you in Training?!” Me: Hey, How did she find that out? Again Me: By the way U spoke to her, dumbo!!! U shud’ve been more confident! She: “I want to speak to someone who is not in Training or to a Supervisor.”
I called in my TL and gave the phone to him! He went on and solved the Problem for her. It took him 45mins for him! I wondered, if that issue took 45minutes for an expert, guess how much time i wud have taken!
And then, i took another Call… That was a transfer Call and i had to Transfer it to another Department… This time, the Customer didnt find out that i was in Training…! Thank Goodness! And i transferred it successfully… Well, actually I Though So! Until i found out that i didnt get any details from the customer or log a case in the DELL Tool!! That was again a failed call!
After some time, our TL called all of us and asked us to pair up with someone and take calls. One person will speak to the customer, and other will help him/her find a solution and log a case in DELL Tools! This time around i was more confident and the remaining calls i took that day were kinda okay!
Related posts:
- Call from India!
- DELL PnP Training @ Sutherland
- Time to Say Bye Bye… to Sutherland
- Call from Liqwid Krystal
- DELL Tech Training @ Sutherland
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Stumble It!
Hang in there, we took calls on the first day out of training class back in 1999 also. Just be yourself and try to help people. I looked at my first call again after a few years and couldn’t believe how bad it was:)
Yea… Now i feel more relaxed and comfortable than on my first day! It just needs a little getting used to!!!
Hey buddy.. chill out man.. If you r supporting a canadian.. they r cool wiht indian techs, n they r much more happy if they can get hold of indians.. But if u get an indian there.. hten ur for a TOSS:)