I work in a call center. Don't like it, but after my car was rear-ended by some drunk, I needed a job where I could sit all day. So, yeah--I do customer service for cell phones. I've been reading these forums for a long time and never felt the desire to post until now. Whoever made the remark putting down customer service reps because they "read from a script", etc and work for minimum wage, thereby insinuating that we're all idiots and not capable of doing our job, needs to apologize to the thousands of decent, hard working people that have to deal with these sorts of calls every single day, all day, one after the other! How dare you imply that I am incapable of doing my job! Until you take 70 calls a day, from people that don't have a clue as to how to phrase a question, or even enunciate their name and number (!), don't elevate yourself above me. Sit in my chair for a week. Take the call from the person who wants me to give them a list of all the calls they made in 2004. Take the call from the lady who is going to cancel because we sent her a reminder about her bill that hasn't been paid in 3 months. (How dare we expect to get paid!). Take the call from the guy who doesn't know how to turn his phone off, or the one who wants me to tell him who HE called last week at 2:45 am...and he doesn't really know which day. And then, there are the hundreds of people each week who claim they "couldn't have gone over their minutes and we should just take off all those overage charges". Right.
So, until you have done my job, you have no right to judge my job performance. Oh, and by the way, I am required to read a script for the simple reason that it makes the call flow better and, therefore, faster. Otherwise, the caller would be floundering around trying to explain something that he really doesn't understand and I'd be on that call for an hour trying to help him. I do my job, and I do it well. Thank you for listening.