Besides writing for the Cook'n Club Newsletter, I am also a DVO employee--I answer the phones all day long, five days a week. And I'm here to tell you that "nice" will get us WAY more mileage than "rude".
We're not sure why, or what's going on, but we've had a rash of truly nasty callers the last few days. Is it the weather--we're sick to death of winter, maybe? Or are folks discouraged and frustrated over the economy and their bills maybe? Or is a full moon coming? Whatever the reason, the phone-answering piece of the job has been on the unpleasant side lately.
My co-workers (especially the guys in tech-support) and myself talk about these calls after we hang up. And the thing we say the most? "WHY in the world does anyone think it's OK to be rude to someone?" or "Don't people understand NO ONE wants to help them when they're rude?"
So why I am telling you this? Because in case YOU call, we would love it if you would be nice. A nice caller gets so much better quality of service than someone that is rude--not necessarily on purpose, but because there's an instinctual urge on the part of the service-provider, to close the call as quickly as possible.
We understand the frustration that goes with not being able to get your software to do what you want it to do when you need it to do it. We understand the frustration of spending hard-earned money on something that doesn't seem to be working. And we understand that having to wait for tech support to get back to you adds insult to injury. So we do everything we can to be nice ourselves and help our callers as efficiently as we can--there's nothing we want more than happy, satisfied customers--this is over-arching goal every single day.Everyone at DVO says that DVO callers are some of the most gracious and happy folks around. So as I say, maybe it's the weather, or the economy, or some other cosmic cause that's bringing out the worst in folks. And we know that sometimes folks just need to vent, but how about this? How about we all just try to be nice--no matter what. It gets WAY more mileage than "rude", and we'll all feel better in the long run! Thanks for listening.
I think the people on the phone at DVO are just great! I have had nothing but polite, helpful and supportive assistance when I called. Yes, I often had to wait for email response but when you consider the complexity of the software it isn't easy to give snap answers. I can honestly say that the support person has hung in until we got the solution required.
ReplyDeleteHi Kathy. Thanks for your encouraging comment. Our DVO folks try really hard to be gracious, polite, and supportive. Which is why it's so disheartening when some callers are on the rude-side. Thankfully the majority of the world is as gracious as OUR guys try to be!
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