clavicle06
04-09-2007, 10:57 PM
hi, wasn't sure where to post this so sorry if this seems a little out of place.
i have an interview tommorow for o2 customer service , i have never ever worked in this type of area before in my life, ie- call center environment, as im currently a support worker , which is a completely different area.
anywya, my problem isn't with the interview, but the actual job. to be specific, if i get the job i'll be working for customer service. heres my question, hope someone can help.
is it difficult? is the computer i use, and the programme i use hard to master?
do i need to learn a LOT before i can relax and get on with my job? what types of problems will i be dealing with, is it a hard job in general?
if you work for o2 and can answer any of these, i'd be really greatful. i just want a clearer idea of what to expect before i actually have to start, IF i get the job obviously.
obviously i've read the job description, but they're never that specific.
anyway, hope to hear from someone soon, re-assure me on my anxieties! lol.
cheers,
me.
clavicle06 welcome to the forum, just to let you know I have moved your post to the O2 staff section.
Where you should be able to get a better response to your question.
clavicle06 welcome to the forum, just to let you know I have moved your post to the O2 staff section.
Where you should be able to get a better response to your question.
hi, wasn't sure where to post this so sorry if this seems a little out of place.
i have an interview tomorrow for o2 customer service , i have never ever worked in this type of area before in my life, ie- call center environment, as I'm currently a support worker , which is a completely different area.
anyway, my problem isn't with the interview, but the actual job. to be specific, if i get the job I'll be working for customer service. heres my question, hope someone can help.
is it difficult? is the computer i use, and the programme i use hard to master?
do i need to learn a LOT before i can relax and get on with my job? what types of problems will i be dealing with, is it a hard job in general?
if you work for o2 and can answer any of these, I'd be really grateful. i just want a clearer idea of what to expect before i actually have to start, IF i get the job obviously.
obviously I've read the job description, but they're never that specific.
anyway, hope to hear from someone soon, re-assure me on my anxieties! lol.
cheers,
me.
I guess it's a little too late to answer this now, how did the interview go?
I don't work for O2 Customer Service, but I do come from a call centre background.
It is just like going into another job which you are not used to, the only difficult part would be getting used to difficult customers, but with your background as a social worker, I think you'd handle them professionally and with a sympathetic ear.
There will be new software which you will need to learn no doubt, but you wont be pushed into the deep end until both you and your tutor feel that you are both ready and confident on the system(s).
As a tutor myself, I made it routine to end the day 5-10 mins earlier than others and go off into a quiet area and discuss the day just gone, receiving feedback, both good and not so good is a great learning tool, and doing this on a daily basis will help stamp out any barricades you or the tutor may have.
Remember feedback works both ways, if you feel your tutor is not supporting you to the full potential, then don't be afraid to speak up and let them know, they would, or should be grateful for the feedback also.
Do be prepared to take some complaints from customers, most likely the problem they are having is from user error, and nothing with their mobile/service, but once they have explained their 'problem' you'll be able to talk them through step by step to resolve their issue. In many cases, you'll get an embarrassed apology from them. Just use your judgement on how you speak to the customer, use open questions such as can you please explain what difficulties you are having, or something similar, this will give them the opportunity to explain in full rather than an abrupt yes or no answer (like asking have you done this, that, etc)
Once you have received the customer's answer you will have a good idea of what could be wrong.
If you don't know the answer, be straight with them and tell them you don't know, but you WILL find the answer out ASAP and WILL call them back, don't give a set time frame as to when this will be, because as soon as the second hand on the clock goes past this time, they will call back and one of your colleagues will get their call, and will be more irate, having to explain it all over again.
Do make sure that you do call them back with an answer, if it's taking a while to find the answer, then give them a courtesy call explaining it is taking longer than usual, and you will call them back, perhaps (if you are permitted) to give them some kind of credit as a token of good will for the delay...everyone likes something for free, and this will help them relax a little more, knowing that you are doing your up most to resolve their issue, and you have compensated them for it. If you are quite busy, then if you get access to email using Outlook or something similar, use the calendar feature which will alert you when you need reminding of what you needed to do.
If you get a very irate customer and you feel you cannot deal with them, either let them know that you are not prepared to be spoken to in such a manner, and if it continues, you will terminate the call, This usually will make them think about their behaviour and they will come down a peg or two, making the call easier to control. If this does not work, explain to them that you are unable to help them whilst they are upset, and tell them you will get your colleague to call back (someone with more experience, team leader or supervisor) DON'T be afraid to ask for help. After you have sought assistance from one of the above, take time out, go make yourself a drink, take a loo break or something, just get out of the room for 5 mins or so.
Whilst working in a call centre you will hear colleagues shout at the customer, or just hang up, please DON'T get into this habit, it won't help you, your colleagues, the company and more importantly the customer. Remain calm, try and take control of the call.
That being said, the majority of callers will be just glad to get their problem sorted out, you'll probably get a lot of elderly people discussing their life stories with you, which is sweet, but don't let them go on too much, you will probably have targets on calls to take on a daily basis, but again, use your judgement, don't be put off if you're on the call for longer than other colleagues, you're probably going that one step further to help the customer. At the end of the day, if there were no customers, then there would be no company. There's always the argument of quality over quantity in call centres, once you gain experience, you'll be able to balance the two.
Hope this helps you in some way. do let us know how it went.
Wow, didn't realise I was rattling on lol
clavicle06
06-09-2007, 01:37 PM
hey , thanks for your reply! ill bear some of that in mind. had my interview yesterday, i THINK it went ok, it was a telephone interview, but i suppose i'll have to wait and see.
one question, dont wanna be hassling you here lol, but are the computer programmes used in these places very difficult to master?
Again, I'm not sure what systems O2 use, but some places I have worked for include Panasonic, a UK police force, MCI, all had different systems, and I was able to pick up quickly on all of them. The worst was working for the police, as I had 2 computer screens with around 5 applications open on each.
It'll just be like getting used to a new operating system, like upgrading from Windows 98 to XP.
Don't let the computers worry you, it's amazing how quickly we can adapt to a new product.
Cerberus
29-09-2007, 11:42 PM
The O2 systems are easy to use. You will have a 4 week induction course covering all the usual modules like billing, covergae etc and you will use a mixture of live and training systems in between.
You will then be placed into something called Grad Bay, which is where you will be given extended support by experienced staff for a period of 6 weeks.
My advice is pay attention in training, especially billing because that can be quite tricky for some. Then most of the stuff you need to know you will pick up in Grad Bay as on the job training.
Relax and stay calm, it's not as daunting as some people think.
Where are you going to be based?