“I make and receive phone calls for an insurance company. On a daily basis I am required to, in a pleasant tone, repeat information such as my name and the purpose of my call as if it hadn't been clearly stated to that same person at least three times in the first ten minutes of our conversation.”

   “While working for -the hotel- a telephone call with Ms. -Maid of Honor-, should have been as simple as reserving rooms for the bridal party and the bride's family. The task of accommodating four smoking rooms, a number of non-smoking rooms, and three family friendly rooms, was not outside of my experience or training. The twenty or thirty minutes of politely listening to the drama between the the bride's parents and her alcoholic step-father were minutes I was not paid enough for. As far as I could tell, the point of Ms. Made-of-Honor's long winded soap opera worthy dialogue, was for her to be assured that it was possible to reserve the step-father's room on a different floor than the rooms being reserved for the groom's family. After making it clear to her that this was easily done, Ms. Made of Honor realized that the groom's family would not be staying at the hotel. I should have simply assured Ms. Made-of-Honor that she was a ding-bat.”

   “I took a customer service position for a ski resort solely for the free lift passes. One beautiful powder kissed afternoon a guest called demanding she be refunded the cost of her lift pass. Apparently she had only skied through the morning before deeming it impossible to continue. She told me she was appalled with all the snow and that she had know idea how I personally could stand to work for such a place. She was offended and yelling at me for several minutes for allowing it to snow served a purpose.”

   The collaboration and editing of this article has proven that a library could be built and filled with stories like these. Approximately 90% of customer service representatives view they are serving time in that field, that nearly everyone does, and they do so with little regard as to the true weight of their position.

   For example, consider the representative making reservations for the bridal party. How much money would the hotel have lost had Ms. Made of Honor been called a dingbat? The cost of several rooms, of course, but the first impression made to that guest will costs fortunes in negative publicity, via an unsolicited, but inevitable, word of mouth campaign. The responsibility of representing a company, often times in the face of less than favorable conditions is given an inkling of its actual burden. This reality fails to be perceived by not only the employee, but also the employer and a more favorable outcome can be achieved through proper training and accountability.

   The drama ends now. Companies are investing in cheap technology to improve service. Call Recording, is becoming increasingly vital, not only as a valuable training tool, but as a means of following through with the expectations and customer service of their employees. It's not day time TV worthy, its simple. Those businesses at the top of their gain place value in the quality of their employees and customer service representatives, over quantity. The out-come of which is obvious in the loyalty of their customers, their referrals and their ability to thrive.