I get a lot of unnecessary spelling, and our calls are timed. Sometimes the callers are assholes who get off on controlling/condescending to phone reps (like the people who spell out S T R E E T and A V E N U E), but usually they just assume I am ignorant.
I have begun asking callers to only spell a word if it is an unusual spelling - I will repeat it back for accuracy, and I will ask if I have any ?s. I have also asked customers to "just rattle off" their address, if I only need them to say it for confirmation that we have the right address on our system.
Do you get customers who won't speak their name, they will only spell it? And then they act offended if you mispronounce it when you address them. What do they expect?
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chiming
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Date: 2006-03-12 05:39 pm (UTC)From:I have begun asking callers to only spell a word if it is an unusual spelling - I will repeat it back for accuracy, and I will ask if I have any ?s. I have also asked customers to "just rattle off" their address, if I only need them to say it for confirmation that we have the right address on our system.
Do you get customers who won't speak their name, they will only spell it? And then they act offended if you mispronounce it when you address them. What do they expect?