I've been in customer service a long, long time. Let me just tell you, folks, very little will shut down a CSR's desire to help you faster than using the phrase "YOU people" on us.
You may get a CSR who is enough of a professional to continue to help you, but you won't get any warm fuzzies.
"What is wrong with you people?"
"Why can't I get you people to.....(fill in the blank)?"
"You people need to do something about this."
There is no definition of the "you people" that feels nice on the receiving end. If you are calling to complain about something, you want the CSR to be on your side: to feel empathy for what you are unhappy about, and to do their best to resolve your problem. Set yourself up in immediate opposition with a pejorative term like "you people", and you can forget empathy. Now you've put the CSR on the defensive and told them very clearly that we people are not like you people.
Not that the "you people" kind of people read my blog..... :-)
Oh, Alita! What can I say? We've known eachother for so many years! Alita and I became acquainted first because our husbands worked to...
To quote a friend, butter my butt and call me a biscuit! I've been given an award! The Sarcasm Goddess has bestowed upon me the V...
I've been struggling to frame my thoughts on this subject for the last several days. As so often happens, tragedies around me put me int...
Yesterday, a dear friend said that she wanted to be just like me when she grows up. I, on the other hand, find myself striving to be more l...