Help Customer Service Help You

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Etsy engineers and customer service at work

I am working at a seasonal customer service position with a catalog company. This is one of the busiest weeks of the year with hold times excruciatingly long.

Here’s the thing – call after call,

“I want to check on my order”

“I’m happy to help you with that, do you have your order number?”


“Account number?”


“What is your phone number?”

“That is not the phone number on your account. Do you have another phone number?”

“OK, What is your name?”

“There are 163 people with that name…”

Now, a call that should have taken 1 minute is taking 5 minutes. And, like I said, its call after call after call… It adds up. You want shorter holds times? Be prepared and help customer service help you.



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