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I just got hired at a call center. The company mostly is good, though one issue bothers me. They asked me to tell the customer, in the event that we run into technical difficulties (computer freezing, etc) that we are updating and to be patient (or something like that).
I don't want to lie and I agree that bluntly telling them outright that we're having computer issues could upset them, so I'm wondering how best to say it without lying or outright saying we're having an issue with the computer or whatever (which isn't likely to make them thrilled with the company we're handling.)
In addition to the ethical issues (customers don't like being lied to), if the "updating" takes more than a few minutes, the customer is likely to be peeved with us anyway and may think we've got a slow system or something if it takes that long to update and they may realize that we weren't being truthful.
Probably a general "computer/software technical difficulties/issues" should suffice for both supervisor suggestion and also customer end.
I myself never probed or got upset whenever a CSR on phone told me they were having computer issues (whatever it was). But I realize I may not be most of America which always seem so darned impatient.
I guess you could be waiting for your connection to update or whatever it needs to do to get back on-line. I think you are making a mountain out of a mole hill.
Tell them you're using AOL and just waiting for the connection. Then have a .wav file you can play for them of the connection sound to make it feel real.
I'd go with something along the lines of what Suburban_Guy suggested. It really isn't that much of an ethical issue, just go with the flow of the call. Most people will be okay with it, though you will get the occasional yahoo who thinks if they just repeat their request loudly and slowly in the most self-superior tone possible, you'll suddenly be able to pull whatever information they need out of your ass.
Ive been told regularly by customer service they are having pc issues. In fact I almost expect it. Anyone who has ever used a pc knows exactly what a pc issue could be.
What you have said wouldn't be a big deal if thats what you consider a lie. I would say what the employer wants you to say. If someone is going to get mad over the delay, the reason isn't going to matter much.
I just got hired at a call center. The company mostly is good, though one issue bothers me. They asked me to tell the customer, in the event that we run into technical difficulties (computer freezing, etc) that we are updating and to be patient (or something like that).
I don't want to lie and I agree that bluntly telling them outright that we're having computer issues could upset them, so I'm wondering how best to say it without lying or outright saying we're having an issue with the computer or whatever (which isn't likely to make them thrilled with the company we're handling.)
In addition to the ethical issues (customers don't like being lied to), if the "updating" takes more than a few minutes, the customer is likely to be peeved with us anyway and may think we've got a slow system or something if it takes that long to update and they may realize that we weren't being truthful.
I've been in IT for 19 years. I'd see right through that BS in a New York minute.
If this is the only lie you are telling then your company is pretty good. This is a lie that isn't really hurting anyone so I wouldn't sweat it too much. They are just giving you a line to feed the customers to attempt to keep them happy while you wait for the computers to unfreeze. I see nothing wrong with it.
If this is the only lie you are telling then your company is pretty good. This is a lie that isn't really hurting anyone so I wouldn't sweat it too much. They are just giving you a line to feed the customers to attempt to keep them happy while you wait for the computers to unfreeze. I see nothing wrong with it.
You mean you've seen worse where they asked you to lie on your job? (I was hoping those types of jobs were only sales jobs or those that were run by the greedy CEOs that want illegals or H1Bs and are pathological liars themselves and thus expect their employees to be too.)
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