Call Center Purgatory <$BlogRSDURL$>
Call Center Purgatory
Wednesday, April 28, 2004
  Polite Intimidation

I have never been very intimidating. I might be able to muster a little physical intimidation, but it's kind of a stretch, and generally comes off not very believable. I was raised to be terminally polite and pleasant. I always hated it when people bullied me, or made me do things I did not want to do.

Now, I'm not going to go on and cry like some freakin' after school special, where I learn a special lesson that ends with hugs all around. Nope, I want to tell you how I learned a little about intimidating people myself. It was in a little book I picked up at a thriftshop one day called Winning Through Intimidation. The subject of the book appears to be how the author learned to make money selling real estate, but It's a book about much much more than that.

This book teaches you about such things as:
-keeping records of conversations.
-mailing copies of agreements and conversations.
-repeating people's statements and conversations to them in order to make them do what they agreed to.
-using things like registered mail, and other records to be ready for the future.

Essentially, it teaches you to verbally maneuver people into conversations and agreements that they can't weasel out of . It teaches you how to keep people from lying to you.

What this book taught me is how to make conversations like a chess game. Good chess is about always removing any space for your opponent to retreat. It is about keeping your opponent on the defensive until he cannot make a move you did not want him to make.

The ways it helps me is when I am dealing with customers or billing requests. Whenever I deal with the customer, I make sure I repeat back to them what they wanted and how they wanted it done, I make sure to get them to repeat their first and last name, and I make sure that if there is a chance what I am doing will not work or may be affected negatively by the market, or other forces, they acknowledge risk and agree to let me try it anyway. Then I make sure that data is recorded accurately. So when billing problems come up later, I've already got the upper hand.

I've shared some of these ideas in a previous post entitled "You are Under my Control". But this book really goes a step further.

This doesn't mean I am trying to bend all of my callers to my will. Nah, I'm not that ambitious, nor am I that weaselly-I told you I hate selling things. But I am interested in keeping my ass covered and not getting in trouble because I let someone intimidate me into losing my company's resources.

 
Comments: Post a Comment





Exploring the mind numbing insanity and childish corporate culture of an unknown call center employee.
________________

Purgatory: A place of suffering and torment with an unknown duration. In Roman Catholic Theology-the place where the dead are purified from their sins.
________________

Email:anonymous.cog at gmail.com
________________

"One must know oneself, if this does not serve to discover truth, it at least serves as a rule of life, and there is nothing better." -Blaise Pascal
________________

The Cog is listening to:
"Wake Up"
By Rage Against The Machine
________________

Search this site powered by FreeFind

Here's my RSS(XML Atom) feed

Visit Anonymous Cog's other site: Poverty,Politics,and Faith

Call Centre

________________

"To see what is in front of one's nose needs a constant struggle." -George Orwell

________________

ARCHIVES
February 2004 / March 2004 / April 2004 / May 2004 / June 2004 / July 2004 / August 2004 / September 2004 / October 2004 / November 2004 / December 2004 / January 2005 / February 2005 / March 2005 / April 2005 / May 2005 / June 2005 / July 2005 / August 2005 / September 2005 / October 2005 / November 2005 / December 2005 / January 2006 / February 2006 / March 2006 / April 2006 / May 2006 / June 2006 / July 2006 / August 2006 / September 2006 / December 2006 / August 2007 / September 2007 / September 2011 /


Powered by Blogger