I planned on comment on the course we had on Tuesday during the entire day... :)
The course was about customer excellence, and basically it were phone skills all over again, which I don't really mind, it's rather amusing. However, apparently it is possible to predict customer satisfaction by no less then two arithmetic formulas, which are: "3.8 + 2.8 CLT + 1.1 CPU + 0.4 AN + 0.4 CN + O.5 CON" and "1.5 + 0.7 CHEFT + 0.6 OC - 0.3 RCA - 0.2 NRC - 0.3 NT - 0.2 PWT", and all those years I worked in a call centre I thought it was only about being helpful, friendly and polite to the customer... too bad I'm not a mathematical genius.
Moreover we got some points to keep in mind whilst talking to customers; we need to be the A from the PAC-model (Parent, Adult, Child), and to arrive at a point to communicate with the customer on an A-A level we need to use the following techniques: LSD, LEO, DESC, SORAC and STAR. If this doesn't confuse me, nothing will! :-)
I'll just continue to be too bloody cheerful ;)
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15 LOL + 1.2 LMAO x 4 ROFL! I don't get any of that (of course), but to think that people are actually getting paid for that sort of thing.... makes me jealous!
And I'm so sorry for you to have to sit through drivel like that. But at least you're getting out of the office for a while, eh?
Btw, call me ignorant, but I think using LSD in communication is a bit pointless really. "Hello, Tech Support, how may I help? Whoa, dude, look at my hands!! They're like massive."
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