Tuesday 6 September 2016

Obviously

Obviously.

Obviously, there are pi seconds in one billionth of a century.

Obviously, the Delorean's engine in the Back to the Future series was overdubbed with a V8 sound to make it more audibly appealing.

Obviously, the Lamborghini Countach is a pretty terrible car.

Obviously, the Sega Master System was a much more capable gaming machine than the NES.

Obviously, you don't want to refactor your quantum defibrillation rods.

None of that stuff was obvious to you, was it?

Obviously, your customer doesn't necessarily know what's going on. That's why they're calling you. Using the word "obviously", followed by a technical explanation of what's going on is simply belittling your customer, and gives them the impression that you're talking down to them.

You are not better than your customer just because you know how your organisation's obscure system works. Was it obvious to you when you first started there? If not, then it's definitely not obvious to your customer.

If you want a good day in a call centre, don't talk down to or belittle your customers. Talk to them how you'd like to be spoken to if the positions were swapped.

(having said that, things like "obviously you shouldn't put your child in a blender" is OK. You might want to call child protection if your customer suggests it, though...)

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