The first thing any Technical Service Representative (TSR) learns at Echostar is to dominate the call (and the customer). This message is repeated several times daily, in order to ensure it sinks into the head of everyone in the class. It is shouted by the class (if they are lucky to get my trainer, he’s awesome). However, no amount of training can help one deal with *drum roll* the first call. I took my first one Friday afternoon, and felt good about it - the only opportunity that was noticed by my mentor was the final step - educating the customer. Teaching them why that setting made a difference, how what you did fixed their problem, etcetera… that was the only thing I didn’t do. However, I handled the call well, got top marks on my first live call, and I feel good.
I think this job might work out for me. I hope so, from what I hear, the benefits of being one of the top agents are pretty sweet. A 20% bonus on my gross for the next month, plus access the Platinum lounge, sounds pretty appetizing. I’ll have to work to get there.
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