Getting The Name Right

When of the worst things about working on the phones is that you can’t always hear the name of the customer correctly. This can happen for a number of reasons: The sound is sometimes quite when you first answer the phone, the line is distorted, you can’t tell whether it’s male or female, there’s a strong accent… The list goes on. It’s not uncommon to get the persons name wrong, and it can be downright embarrassing.

I’ve had people coming through with a high pitched voice and I sit there saying ‘Mrs…’ until they correct me with ‘Mr…’ Or someone with a very low voice telling me half way through the call that it’s ‘Mrs…’

It can also be quite funny. I had an agent from one of our partner companies calling me with a customer on hold. ‘Customer’s name is Zoy,’ she told me.

‘How do you spell that?’ I asked. ‘Is it Z O Y?’

‘No. It’s Z O E.’ She said.

Needless to say that it was a good job that I had asked.

Sometimes the customer has an accent and what they say sounds like something else. One customer I luckily had to transfer to another department. His name sounded like Fannybender. I didn’t fancy using that through the call. I wasn’t sure if I’d be able to get straight face.

Categories: Call Centres, InsuranceTags: , , ,

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