Episode 2: Customer Service & Calling Up Hotlines Miserable

This episode featured Sam, a Team Lead in a financial technology call center.

Like the last episode, we pulled a tarot card. Per the card [which is the 2 of Fire in the Minor Arcana], we spoke on possibilities.

We also spoke on call center nightmares, the backend of calls and lightly touched on the cumulative traumatic effects of working in American customer service. We threw in common misconceptions, for good measure.

Hopefully, this episode finds you at a time where it can make a difference in your dealings with retailer workers, or service industry professionals. If you work in any of those industries, my hat’s off to you. I hope you get some respite this holiday season ,and you’re taking care of yourself.

Helpful links references in the show below, as are timestamps of notable things mentioned and communication takeaways from working in a call center.

If you want to listen to the podcast on something beside Spotify, or Apple Podcasts, follow this link for the rest of the places you can find the podcasts. Enjoy 🙂 If you were intrigued or amused, please pass it along to a friend, or leave the podcast a review, so other folx like you can find it. Take care.

Timestamps:

6:28 What is something that you wish people understood about customer service in general?

14:00 Explanation of credit card rewards program interchange fees

27:07 You’re inviting frustration into your life when you refuse to accept what people are telling you… 

Links:

Right to work state: https://statelaws.findlaw.com/florida-law/florida-right-to-work-laws.html

The PTSD of Remote Drone Pilots & Facebook Content Moderators:

https://www.npr.org/2017/04/24/525413427/for-drone-pilots-warfare-may-be-remote-but-the-trauma-is-real

https://www.theverge.com/2019/6/19/18681845/facebook-moderator-interviews-video-trauma-ptsd-cognizant-tampa

Bonus: Communication lessons to take out of working in a call center

  • Active listening
  • If you’re getting the same answer from multiple places… assume they’re not bullshiting you… If you keep bumping up against the same thing multiple ways, instead of just trying to plow on ahead, just pause and try to figure out if there’s any merit to what people are staying instead of creating a story and a narrative about how they’re against you or about how shitty everything is.
  • Read your terms and conditions. At the least get to know your return policy. “In the large scheme of things, they probably are intact for the better of everyone.”