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multiple2-Jan-2008personal attributesthey Survey Central Subscriber by votes41469.2%

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What kind of customer are you?

When calling into a customer service call center, which customer personality best fits you?

After years of working in a call center atmosphere, I have developed a very scientific list of caller personalities. Please select all that apply to you.

VotesAnswer
23Polite Patricia - I speak when spoken to, I ask one question at a time, I listen to the responses, and I am friendly throughout the call.
10Nervous Nancy - I get nervous, and it reflects in the way I communicate.
6I am some other personality not mentioned here.
5dogy Betty - If the call center employee doesn't give me what I want, I give them a hard time.
3Rambling Robert - I speak to the call center employee like they are my friend; give them irrelevant personal information, ask about things like the weather and if they have kids.
3Freaky Freddy - I am crazy and/or on medication , and it reflects in the way I communicate.
2Lonely Lorna - I am lonely, so I call just to communicate with another human.
2I am just plain stupid, so I don't know which option to pick.
1Crybaby Carol - I cry and beg and plead to get what I want.
1The Double-teaming Dillholes - I call in, while my husband/wife screams threats in the background and/or keeps taking the phone from me to scream at the call center employee as a form of intimidation.
1I don't know.
1Other
0ADD Anthony - I ask questions, and my mind wanders during the response to my questions.
0Deaf Debbie - I am deaf, so I scream at the call center employee to speak up over and over and over.


UserComment
bill Survey Central Gold Subscriber Bronze Star Survey Creator
posted 3-Jan-2008 11:49am  
lol... a combo of Nancy, Patricia, and Lorna. Also, I can be overly nice to them, trying to make the feel better because I'm complaining and it's not their fault. I think I will sometimes explain myself too much too. Mostly, I never call support, though. I get most of my answers online.
Amanda
posted 3-Jan-2008 11:57am  
I'm mostly polite. If the call center rep is rude, then I'll get a bit of an attitude. The only time I remember ever being a total dog was dealing with HP. All I wanted was someone who could speak English, but that wasn't available!
Enheduanna Survey Central Subscriber
posted 3-Jan-2008 11:57am  
A mix of the first three. I try to be polite, but with some calls I am nervous that I am going to be fudgeed over and that makes me get ahead of myself sometimes. I try not to be dogy unless I'm talking to a manager because I've already dealt with someone who couldn't help me and/or was unpleasant. Typically the first person I talk to has no real control over whatever happened that I'm calling about, so it's not right to take out my frustrations on them. Even when I am polite, though, I think I tend to give more information than necessary and I sometimes voice my own ideas about what I think has happened, even though it's not necessary for me to do so.
they Survey Central Subscriber
posted 3-Jan-2008 11:58am  
I am Patricia. I hate to call into call centers now, because I know who that poor sucker is on the other end of the line. I feel bad if I mess up their handle time, or give them an issue that is a pain in the ass to fix. I'm worried I'll say something to upset them, or talk over them, or speak out of order and get them frustrated. I know how easy it is to piss off a CS Rep without even meaning to.... There are so many unknowns. I'm always so afraid I'll ruin their day.

I recognize the tone change in their voices when I cross the unseen line.... I don't think most people do... but I can hear that voice tighten up, but stay polite as my own often does.

I'm one of them, so I hate being one of the 'bad guys'.
Amanda
(reply to bill) posted 3-Jan-2008 11:58am  

> Also, I can be overly nice to them, trying to
> make the feel better because I'm complaining and
> it's not their fault.

I'm kinda like that, too. I'll keep telling them, "I'm not mad at you, you're just the only person I can complain to."
Iseult
posted 3-Jan-2008 12:00pm  
None really... I try to be polite, but I also do this ADD thing when they try to sell me stuff. I can get rude if you won't stop trying to sell me stuff or won't let me drop some services. I hate when they can't speak English properly - I'm really against outsourcing call centres.
they Survey Central Subscriber
(reply to Amanda) posted 3-Jan-2008 12:01pm  
>
> |> Also, I can be overly
> nice to them, trying to
> |> make the feel better
> because I'm complaining and
> |> it's not their fault.
>
>
> I'm kinda like that, too.
> I'll keep telling them, "I'm
> not mad at you, you're just
> the only person I can complain
> to."

It really can be tough.... being the messenger who is repeatedly shot...

Amanda
(reply to they) posted 3-Jan-2008 12:05pm  
It would be a lot better if people would understand you're just doing your job. You didn't cause their problem, you're just the one trying to fix it. I try to remember that. Of course, I'm guilty of getting aggravated and, probably, taking it out on the call center rep. The only time I get really pissed off is when they are complete idiots or butt-holes. Or if I can't understand a word they're saying because of a thick accent. When that happens, I'll ask to speak to someone else...which really offends them.
they Survey Central Subscriber
(reply to Iseult) posted 3-Jan-2008 12:05pm  
> None really... I try to be
> polite, but I also do this
> ADD thing when they try to
> sell me stuff. I can get
> rude if you won't stop trying
> to sell me stuff or won't
> let me drop some services.
> I hate when they can't speak
> English properly - I'm really
> against outsourcing call centres.
>

I think it was msgman that once jumped my crap because I was going off about Indian call centers. I mentioned that they do not speak proper English and he informed me that is India's primary language.

Now that part of our customer service department has been outsourced, and I have experienced the backlash from the Indian Call center's assistance, I should probably hunt him down and continue the argument.

These people might know English, but they do not understand Americans that speak it. It's completely insane that our customers call into them... and not only do the customers not understand the reps, the reps don't understand the customers. It's exactly the same thing as speaking to someone who speaks a language you don't.... only you can't make hand signals because it's on the phone. It's understandable that these people call me screaming about India...

they Survey Central Subscriber
(reply to Amanda) posted 3-Jan-2008 12:08pm  
I've lost it on them before too... but like you said, only to butt-holes and idiots. It really gets you nowhere (trust me, I will find a way to slightly punish you even if it's just in not offering more than I could) to throw a fit, but maybe at least it will get their blood pressure up and ruin their day.
Amanda
(reply to they) posted 3-Jan-2008 12:10pm  
Yeah...completely going off on someone isn't going to make them want to help you.
they Survey Central Subscriber
(reply to Amanda) posted 3-Jan-2008 12:14pm  
On the other hand, I think the best tactic is to be nice to the customer service rep - and if they can't help you... get a supervisor and THEN go all dog on them. You'll get what you want then.... at least, in my experience.

It's annoying to me that the company tells me to deny customers certain things (like fee reversals), but if they push back and ask for a manager - the manager will just waive it to get them out of their hair.... We've trained our customers up perfectly, they know what to do now. Managers should stand behind us... but instead, they are pussies.
LJD Survey Qualifier
posted 3-Jan-2008 12:15pm  
Polite, even if they are rude. I do strike up a conversation sometimes, discuss weather, and family.
bill Survey Central Gold Subscriber Bronze Star Survey Creator
(reply to Amanda) posted 3-Jan-2008 12:16pm  
Apologetic Amanda ... or... I can't think of one for me.
Amanda
(reply to they) posted 3-Jan-2008 12:16pm  
That makes it look like you were just being a dog. Then again, the customer will think they really did something to get what they wanted...even though the manager would do it anyhow.
Amanda
(reply to bill) posted 3-Jan-2008 12:16pm  
grin
they Survey Central Subscriber
(reply to Amanda) posted 3-Jan-2008 12:18pm  
I found this forum: http://www.customerssuck.com

I've been lurking for a while, but I think I'll become a regular member to get some of my complaints off my chest. smile
labjog
posted 3-Jan-2008 12:38pm  
Polite Patricia, I try to treat people the way I want to be treated.
LindaH Bronze Star Survey Creator
posted 3-Jan-2008 12:48pm  
I'm Polite Patricia. I don't have it in me to be rotten to people who are just doing their jobs.
JessicaWoman99 Bronze Star Survey Creator Survey Qualifier
posted 3-Jan-2008 12:51pm  
I am dogy Jessica if they do not give me what I want , I will give them a very hard time and dog about it
jettles Survey Central Subscriber
posted 3-Jan-2008 1:32pm  
i guess usually polite patricia unless the customer service person is rude then i turn into someone else.
Liss
posted 3-Jan-2008 1:39pm  
Nervous.
Biggles Survey Qualifier
posted 3-Jan-2008 3:06pm  
I think I'm closest to a Polite Patricia.
LoriJanine
posted 3-Jan-2008 3:17pm  
Usually Polite Patricia, sometimes Nervous Nancy.
Galomorro
posted 3-Jan-2008 4:46pm  
Other. I would never use a phone to complain, contact, etc. if something else is available, as in email, Website, in person, etc.
RGirl
posted 3-Jan-2008 6:37pm  
Depends on the time of the month. If I have PMS I would likely be a dog or cry. Not under hormonal influences I am firm but polite. Maybe a little nervous as I do have social anxiety but I have gotten over that a lot. I have been a crazy person but then I was technically crazy at the time.
Iseult
(reply to they) posted 3-Jan-2008 6:49pm  
Just because English is one of the official languages of India, does not mean everyone speaks it. Hell, half of the people in Canada don't speak proper English.

Another thing that pisses me off is that Indians do not understand our way of life. I don't want to be talking to someone who hasn't heard of credit cards until they turned 20 about my credit card. India is only now developing and that only regards a small middle class. Most of the country still lives under $1 a day. These people know about North America only through what they see on TV.

I hate TNCs...
they Survey Central Subscriber
(reply to Iseult) posted 4-Jan-2008 6:30am  
It's really weird too... how borderline third world they are. A lot of my friends have gone over to India to make the outsourcing process smoother... They are helping to train, and set things up over there.

So, apparently every faucet in India spouts brown water. You have to drink bottled. When you are in the office building, you don't see drinking fountains like you do here.... they don't have them. The office cafeteria has flies on every surface..... all of my co-workers brought most of their own food - except my friend B, and she came back with some kind of stomach parasite.... she was sick for over a month after returning.
moviesnob
(reply to they) posted 4-Jan-2008 10:27am  
I've lurked there for a while (I used to work retail for a while). Did you read the War Stories? Some of those are incredible.
they Survey Central Subscriber
(reply to moviesnob) posted 4-Jan-2008 10:54am  
No... I'll have to check it out - thanks!
thecomic22
posted 4-Jan-2008 12:11pm  
ADD Anthony/Polite Pat
labjog
(reply to they) posted 4-Jan-2008 1:30pm  
>|>
> So, apparently every faucet in India spouts brown water. You have
> to drink bottled. When you are in the office building, you don't see
> drinking fountains like you do here.... they don't have them. The
> office cafeteria has flies on every surface..... all of my co-workers
> brought most of their own food - except my friend B, and she came
> back with some kind of stomach parasite.... she was sick for over
> a month after returning.

It is strange to us how other countries live. My friends daughter went to china for a month for a class and she said it was pretty gross, the motels were filthy ect. They went to a resturant and she figured the safest thing to order would be the chicken soup wrong she ate a couple of bites then stirred it, there was a foot and a beak, she almost lost it! I guess they use the whole chicken when they cook. The good thing is that she lost 20 lbs.
they Survey Central Subscriber
(reply to labjog) posted 4-Jan-2008 1:40pm  
Ew!
labjog
(reply to they) posted 4-Jan-2008 1:42pm  
> Ew!

I know!! Maybe I should go to china for a month cause I'm having a really hard time sticking to my #@$#@ diet laughing out loud laughing out loud
they Survey Central Subscriber
(reply to labjog) posted 4-Jan-2008 4:15pm  
laughing out loud
kcthedog
posted 5-Jan-2008 9:20pm  
I have owned at a customer service business for over 20 years, (consumer electronics repair service), and I recognize all the personalities you mentioned, although I do not fall into any of these categories. I am intelligent, and from personal experience (as a customer) I have found that maintaining a firm position and being respectful is the best way to get cooperation when you need service. I do not believe that the customer is always right, and I know that providing good service is not always easy to do, so being cooperative and communicating clearly is the way I would handle the situation, either as a consumer or the service provider.
LindaH Bronze Star Survey Creator
(reply to kcthedog) posted 5-Jan-2008 9:28pm  
Is that the one you recently lost?
kcthedog
(reply to LindaH) posted 5-Jan-2008 9:40pm  
Yes, being in the hospital for over five months and recovery afterwards forced me to close it, but on the upside I found a great new job engineering photovoltaic energy systems. Now I do not have to put up with crazy customers anymore. I didnít realize how much stress I was under, it almost killed me!
LindaH Bronze Star Survey Creator
(reply to kcthedog) posted 5-Jan-2008 9:42pm  
Aww. Glad you made out okay. smile
LindaH Bronze Star Survey Creator
(reply to kcthedog) posted 5-Jan-2008 9:43pm  
...and what are photovoltaic energy systems?
kcthedog
(reply to LindaH) posted 5-Jan-2008 9:49pm  
yes
kcthedog
(reply to LindaH) posted 5-Jan-2008 9:51pm  
> ...and what are photovoltaic energy systems?

Solar electric systems, using silicone solar panels.
LindaH Bronze Star Survey Creator
(reply to kcthedog) posted 5-Jan-2008 9:52pm  
cool.

I mean, warm.
kcthedog
(reply to LindaH) posted 5-Jan-2008 9:58pm  
> cool.
>
> I mean, warm.

Actually heat reduces power production, thatís where the designing comes in, finding an optimum solar energy absorption while addressing the heat issue. This not like ďThermal Solar" which involves heating water, what I do involves turning sunlight into electricity.

LindaH Bronze Star Survey Creator
posted 5-Jan-2008 10:03pm  
Heat reduces power production? That's interesting.
I was browsing Google street view and saw a house with big black panels on a hill in the yard.
kcthedog
(reply to LindaH) posted 5-Jan-2008 10:29pm  
What you describe could be either thermal solar or photovoltaic electric panels, without getting a close view it might be hard to tell the difference by the average person. One way to distinguish them is if there are pipes connected they are thermal solar for heating water, photovoltaic electric panels would naturally have wires connected.
Sparky5115
posted 6-Jan-2008 10:04am  
I'm Polite Patricia until I such time as I don't receive what I expect from a customer service officer. It has nothing to do with getting what I want, but that the response and quality of service is appropriate. I become dogy Betty ONLY if I know that anybody who knows ANYTHING about 'customer service' would do a MUCH better job.
MacGregor
posted 27-Jan-2008 8:40pm  
I start off Polite, but can then slide into dogy if the call becomes frustrating. I try not to though....
nolove
posted 29-Jan-2008 4:03pm  
I guess we are the Double-teaming dillholes - my guy does that all the time and I'm like shut the hell up........It is so embarrassing, then I get upset with him, give him the phone, he gets it and acts like polite patty
cloudhugger Survey Central Subscriber
posted 29-Jan-2008 8:29pm  
I'm Patricia, the Polite. Unless I have been forced to relay the same information to several different extensions. Than I become Patricia, the Persistant. I will ask the questions first before I answer another one from the call center. If I am not satisfied after 25 minutes of non-listeners and elevator music than I become Patricia the Patronizer. I will patronize the call center till they make up their mind of whom exactly I am supposed to be talking to and why. By the end I become Patricia the Pathetic. I whine, slobber growl and fart.
cloudhugger Survey Central Subscriber
(reply to they) posted 29-Jan-2008 8:31pm  
If I am irate even before I call, I tell the person who answers the phone right up "I am very upset, if you don't need to listen to my (problem at hand) go ahead and switch me over to the right department." Or "I am very upset, please do not take this personal...but..."
Do you think that helps?
cloudhugger Survey Central Subscriber
(reply to LJD) posted 29-Jan-2008 8:34pm  
I've done that, started joking about something. I leave it up to them to carry on, it gets fun sometimes.
they Survey Central Subscriber
(reply to cloudhugger) posted 29-Jan-2008 9:24pm  
The statement doesn't really help that much if you proceed to start screaming at me like I caused the problem anyway.... I get that a lot... "Don't take this personal, but YOUFUDGINGPEOPLEAREALWAYSFUDGINGCRAPUP!!!!" I don't care if you make the statement, but it's what follows that matters to me. As long as you don't act like I'm the one that caused the problem... and treat me like I AM THE COMPANY.... I'll be fine with you. I don't have a problem with dealing with someone who is upset.... my problems start when they start treating me like they are upset with ME.
cloudhugger Survey Central Subscriber
(reply to they) posted 30-Jan-2008 10:48am  
You crack me up. I hate to admit that your painful work situations are great fodder for a funny book.
they Survey Central Subscriber
(reply to cloudhugger) posted 30-Jan-2008 3:41pm  
I've often thought about writing one set in a call center. I could probably come up with enough material.

There was a movie in the 90's called "Clockwatchers"... it was about a couple of temps that worked in an office. I always related to that one.
southernyankee
posted 31-Jan-2008 12:30am  
other, passive aggressive complainer. Polite who only calls for the purposes of being able to claim "made reasonable attempt to resolve complaint" which is real useful when threating to contact the corporate office, the Better Business Bureau, the Attorney General, file lawsuits, etc.
they Survey Central Subscriber
(reply to southernyankee) posted 31-Jan-2008 2:26pm  
> other, passive aggressive
> complainer. Polite who only
> calls for the purposes of
> being able to claim "made
> reasonable attempt to resolve
> complaint" which is real useful
> when threating to contact
> the corporate office, the
> Better Business Bureau, the
> Attorney General, file lawsuits,
> etc.

Customers threatening legal action or to contact the corporate office are, unfortunately, given higher priority most of the time.

HMC35
posted 4-Sep-2008 10:53pm  
Oh, this is old .. but I have to reply anyway.

I'm insanely polite when I call a customer service center. I'm on with them almost 24/7, because I attend an online school .. CS becomes your best friend.
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