Tuesday, March 29, 2005

The Voice Of Customer Service Tries To Simmer Down Angry Callers

ST. LOUIS (Wireless Flash - FlashNews) – A sweet-talking St. Louis woman is doing all she can to simmer down the furious folks who call in to one wireless phone company’s customer service call center.

Sharyn Cassidy’s voice is the one customers hear when they call Cingular’s customer service hotline and she hopes she can make ticked off callers “feel a little better” by listening to her on the automated system on their way to being connected with a real person who can help them out.

While Cassidy – who describes her voice as “younger, conversational and upbeat” – says she’s successful doing this with many people, she admits the last thing P.O.’d people want to hear is a fake-sounding recorded voice when they’re in their infuriated state.

Still, the mother-of-four doesn’t feel her responsibility is to calm every angry caller, but just to create “a pleasant experience” for the customer, figuring the live customer service representative is more obligated to squash the customer’s anger.

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