This is not a strange concept and most of us realise this on some level. What worries me is the frequency with which it happens now. We get bombarded with these lies and untruths on such a regular basis, we are becoming anaesthetised to it. So much so, we are in danger of accepting some of them as being the truth.
I have many examples that I would like to convey and I am sure that you are aware of many of the same issues. At the very least, I hope you share my opinion and in some cases, I hope you might look at some of these issues in a new light. As I have so many of these examples, I’ve decided to break them down into small bite-size chunks.
Lie #1 – “This call may be recorded for training purposes……….”
Yeah, yeah, blah, blah! I was on hold to one of the many service providers that I have the displeasure to call on a regular basis and this same message was droning on in my ear. We’ve all had to listen to it. And then it dawned on me. If these companies use these calls for “training purposes”, then why are most of the people that I speak to so incompetent. It appears that the only training they might have received is on how to use the phone system and how to read from the scripts in front of them. If your query is even slightly off from the list of things on their cheat-sheet, you might as well be talking to a trained parrot. Hell, at least the parrot would be entertaining!
If these calls were used for training, then these companies would see how ineffectual their call teams were. Such is the frustration at dealing with these individuals, normal, polite, self-effacing people are reduced to snarling, foul-mouthed animals, spewing expletives and profanities.
No, don’t be fooled. These calls aren’t used for training, for that would imply that they actually care about you, their customer. No, these calls are used to defend themselves should an issue arise that could be escalated. They can dredge up every word that you have uttered and use them against you. Prove that you are some unreasonable, quarrelsome time-waster who uses language that would embarrass even a fishwife.
Of course, this is only my opinion. If you are someone that manages to keep your cool in the face of overwhelming incompetence and obstinate ignorance, then I applaud you. If you are a company that does actually use this information for the betterment and training of your employees, then you are to be commended, a gold star for you.
Personally, my experience tells me otherwise. You’ve only got to trawl through the many corporate websites for these service providers to see the truth. What can you never find? A telephone number, that’s what! No, I don’t believe they use your call to train their staff, because they don’t want to talk to you in the first place!