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Do you pretend?

by jkiley
23 replies
When I am replying to customer emails (or talking to them over the phone) I always pretend (not lie - just pretend) that I am from "support" team. eMail always go from this support email address.

The other day, somebody was complaining over the email that how come the product isn't free anymore (it used to be free). I tried to explain but he wouldn't listen, eventually he said that he wants to talk to a "manager". I gave him my personal email address. He sent the email to my other address complaining the same thing. I then replied from the other email address pretending that I am a "manager" and gave him the free license key. hahahahaha

So, what do you guys do?
#pretend
  • Profile picture of the author HomeComputerGames
    Amazing how many hats a person has to wear.
    I have the CS hat, and tech hat, the shipping manager hat, and business manager hat all laying right here.
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    yes, I am....

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  • Profile picture of the author thezone
    Originally Posted by jkiley View Post

    When I am replying to customer emails (or talking to them over the phone) I always pretend (not lie - just pretend) that I am from "support" team. eMail always go from this support email address.
    Well, if you are helping them, then it really isn't pretending either (since you are the support "team", the manager, the processing dept, the billing dept, etc). If you really feel you need to be technically perfect, you can always change the term "team" to "dept" (you can always have a team of one...there may be no I in team...but there is a me).

    Now there are some HUGE companies that do have teams of "support" personnel, and I don't question if they are teams, but rather what qualifies them to call themselves "support".
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  • Profile picture of the author shermancox
    lol,

    i don't have a problem with it. I mean you are playing different roles even though you are the same person....

    by the way...if they were contacting you through phone you are gonna have to get different voices going...lol


    Originally Posted by jkiley View Post

    When I am replying to customer emails (or talking to them over the phone) I always pretend (not lie - just pretend) that I am from "support" team. eMail always go from this support email address.

    The other day, somebody was complaining over the email that how come the product isn't free anymore (it used to be free). I tried to explain but he wouldn't listen, eventually he said that he wants to talk to a "manager". I gave him my personal email address. He sent the email to my other address complaining the same thing. I then replied from the other email address pretending that I am a "manager" and gave him the free license key. hahahahaha

    So, what do you guys do?
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  • Profile picture of the author SurviveUnemployment
    That could make a funny scene in a movie.

    "Yes sir. Hang on just a second."

    (Changing voices to deep, authoritative voice.)

    "This is Fagan Lyon, the manager. What seems to be the problem?"
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  • Profile picture of the author barbling
    Nope, I've found that people like knowing they're talking to the author. So I always use my name.
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    • Profile picture of the author Alice Seba
      Originally Posted by barbling View Post

      Nope, I've found that people like knowing they're talking to the author. So I always use my name.

      They may "like" it, but it's not necessary. I like buying CDs or music off itunes and would love to talk to the musicians, but alas...not happening. I like buying books off Amazon and wish I could talk to the author - but again...not happening. ;-)

      Of course, anyone can do their own support...it's completely a personal decision, but I'd never suggest to anyone that it's better if they do their own. You get bogged down in details and time spent there, it's tougher to serve the greater purpose of your business and how you help people.

      Me - there ACTUALLY is a support department. Someone who asked to escalate to the "manager" would get a different person. Just the way I manage things.

      Alice
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  • Profile picture of the author Rob Anderson
    the trick is to try not to.

    but my question is where is that free link then?
    and what was it for - Mr. manager?
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  • Profile picture of the author Anthony J Namata
    Personally, I don't think I'd go to all that trouble. If I'm honest. Although I do remember reading about an actress in Hollywood who couldn't find work and so decided to become her own agent. She took the calls, pretending to be the actresses representative, and then went to auditions. She actually got very popular "as an agent" and got invited to Hollywood parties and premiers. I don't think she attended. Cos that would bust her cover. So I suppose "in Hollywood" PRETEND is justifiable.
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    • Profile picture of the author Christophe Young
      Demanding to speak with a manager? That's hilarious.

      What are you running... a Burger King?

      You may have to set up a few pretend personalities!
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      • Profile picture of the author silotiko
        My take on the whole deal is this . . . you are support, you are the Mgr., you are tech, etc.
        The bottom line is this, how do you want your Online Business to come across the the customer?
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  • Profile picture of the author Steve Baker
    The whole point of this is, you were scammed by someone who missed the boat with the freebie and was too tight to buy your product.

    Regardless of whether you wear one or multiple hats, the important thing is to establish your business rules around strong ethics and stick to them - you can always be charitable at times, but I wouldn't under pressure of someone wanting to talk to the manager because they are a tight wad.
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    • Profile picture of the author kf
      This is partly about scale. Maybe you wear all hats now, but as you grow you may need to outsource support (and other functions). If your customers are used to talking directly to you, that transition may be difficult. If there's already a hoop to get to you, then they'll feel 'special' when they do get to interact with you directly.

      It's not only about perception ... it's about where you want to place your efforts as your business grows.
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  • Profile picture of the author mavischan
    Some customer is very funny.When a staff from support team explain to customer,he wont listen.but when a manager give the same explaination to customer,he will accept.Explaination is same but the only different is status of the person giving explaination.Thats why sometimes you need to play different roles.
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  • Profile picture of the author Davion Wong
    You can tell him frankly that You are the Manager!

    People play multiple roles these days, multi-task so there is nothing to feel embarrassed about.
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  • Profile picture of the author niklasgroup
    pretending is merely lying. that is why we have this so called white lies!
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  • Profile picture of the author Randy Meirndorf
    lol, sorry no feedback, but I'm cracking up over that one!! Thanks for the smile on my face!
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  • Profile picture of the author Paul Ho
    Well.. not exactly like you did but don't we all pretend at some point in our lives? We hide the fear, mask the pain.. act strong when we wanna cry etc. all this is still pretending..
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  • Profile picture of the author Pokerlover
    Hmm.. I think you didn't do any damage at all.. That was fun and cool though.. I just couldn't do it myself.. I'm really weak at pretending.. I get caught immediately.. Haha..
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  • Profile picture of the author Diana Lane
    I've never changed my role, but I've had a brief 'gender reassignment' a couple of times when I've got the impression that I'm getting extra aggro because I'm a woman. I've just told such people that their concerns would now be dealt with by my 'partner', who had the kind of name that dripped with testosterone. The difference in their attitudes afterwards was amazing.

    So if ever you find your customer service issues are being dealt with by Butch Meatballs, he's probably five foot two inches, weighs eight stone and isn't packing any tackle
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  • Profile picture of the author johnjimat
    Well jkiley, you are a good online actor..
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  • Profile picture of the author Mukul Verma
    You where soo many hats that you never know. I got one customer service rep and her titles 'Support Manager', 'Dealers Manager' & 'Affiliate Manager', so if someone says can I speak to the manage, she says she is the manager, if they ask for the owner then I get called in.

    Opps, my affiliate links in my sig, now you know my secret
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