MMMiii!

It was really funny. Her voice was getting really high-pitched. I thought she was getting annoyed at us because we were chatting with each other and she might have been thinking we were too noisy. Until I heard this…

“Please look at the right side.”

“That’s at the left side.”

“It’s at the right side. The right side! Stop looking at the left side.”

“You should be seeing ~this this that that~ that one you’re looking at is at the left side. I need you to look at the right side.”

——-This went on for about 5 minutes—–

“Yes sir, I understand. I apologize for the inconvenience. Let me get a supervisor.”

——– I just laughed ——

Apparently, my friend was guiding the customer to sign in the home page, and the sign in link was at the right side. The customer kept looking at the wrong side. Our team leader scolded her for losing her cool and told her she could have tried a different approach, like asking the customer to look at the left side. That might have changed something.

This friend of mine is usually cool and composed… Calm in most calls. But in that call, she really seemed to want to club someone to death. I could’ve offered her some Callaway irons for that since I know the feeling.

One time, I spent almost two hours on a call because of a customer who had different definitions for “delete,” “erase,” and “remove.” “Deleting” was serious business because it will be “deleted” everywhere, and it would be irretrievable forever. If you just “erase” it, you can still get it back, or it’s just somewhere else. If you “remove” it, it will still be there, just that you can’t see it.

It was really frustrating.

The lesson? You have to align yourself with the customer’s language. If left (<-) for him is right (->), then go with them. If a forward slash (/) is a backslash (\) to them, then so be it. If a colon (:) is a semi-colon (;). The point is you’re talking the same language. It’s hard, but if you want to get things done, you have to do it that way instead of getting angry.

*sigh*