Hernando makes you think...

Let me introduce you to Hernando Nicholas, Sr. Customer Service, Call Center Representative at Jim Moran & Associates. He has been in customer service most of his life and was drawn to it because of his sincere intention to help others. Over the years as his desire to serve remains strong, his patience is starting to waver. Here is his story…  

“Customer service in the past is extremely different than it is today. With the popularity of mobile phones we receive more calls than ever from the unprepared customer. Callers of old phoned from their office or home where they had access to the information needed to complete the call. Today the call occurs at random times from random locations due to the freedom of their mobile device.  

Our dialogue now includes a variety of sounds which ranges from the wind tunnel effect while calling from outdoors to blue tooth calls that come with delays and echoes. Of course let’s not forget the endless calls that occur while the customer is in the store checkout line, trying on clothes, walking into a meeting, etc. Not only is the caller unprepared, they become annoyed with me because I can’t hear them or understand what they are saying.  This lack of preparation and poor use of equipment leads to frustration on both the part of the caller and the person receiving the call. 

What psychological/emotional tactics do customer service reps use to adjust our internal reaction to the unprepared, preoccupied caller?  

How can we raise consumer awareness around placing a call?” 

Hernando makes some very interesting points. Today, we are more preoccupied with who is answering the phone from where than how we conduct ourselves.  

The next time you are the caller think about Hernando’s desire to help you and how you can positively impact the transaction by being prepared and mindful of your surroundings.