Do call centre staff keep ‘Intel’ on their customers? Do they note that the customer was polite, aggressive, useless, IT savvy, an idiot, etc for future reference?
I have noted on occasion that call takers almost immediately change tact when making subsequent calls, it’s as if they recognise that you know what you are talking about (or not) and change their approach to suit. I appreciate there would be an element of skill and experience in that…but I always wondered if there is some note somewhere that says “this customer is a complete twat, be careful” or “customer is an IT professional, don’t treat like an idiot or he will start ranting”…you get the idea I am sure.
If I ran a call centre I would think this could be valuable.