One of the advantages of studying online with Chisholm Online is that we have Student Engagement Officers available seven days per week, to ensure that your learning journey with us is as smooth as possible. They can help with course requirements, technical issues, careers or pathways advice and anything else you need!
I recently asked Daniel, our student engagement leader who has had many years experience in customer / student support roles, what were the most memorable moments in his career ..........
" I've worked both in Australia and overseas in customer service roles from answering calls to creating great teams of people. During this time, two calls stick in my mind and remind me that everything else that comes through is a walk in the park.
The first call was in a Pay TV call centre. I took a call from an existing customer who was convinced we were doing two things. Firstly, sending gas through her Set Top Box to poison her. And secondly, monitoring her with a camera and laughing at what she was wearing. Note to everyone reading this, there was no camera in the set top box and she did not have any gas connection. It was a struggle not to laugh, ever the professional.
The second call was for a pay per view boxing match. People had to pay to watch the event via credit card. My customer called a few minutes before the event and I processed his payment so he could view the match.
Unfortunately the boxing match went for under 3 minutes as one of the ears of a competitor was bitten off so it all came to a grinding halt. The phone lines went red hot.
The caller I got was the same person I had a few minutes earlier, saying someone made an un-authorized charge to his credit card and that he wouldn't pay. I reminded him that I had spoken to him minutes. He then said he shouldn't have to pay because the event was so short.
I then had to remind him that during our previous call, I said we could not guarantee the length of the match but that we hoped it would be a good one. His response ’just cancel the whole thing and come and take the stupid set top box’. At this point I heard screaming in the background...."Noooo, dad don't cancel the box, dad, let us keep it, dad, nooooo.” The gentleman said to me, 'Thanks you've been very patient. We'll keep the box, have a great day, bye”
Fortunately, when it comes to Chisholm Online, the questions we get are a little more focused without the emotion. We deal with all sorts of things when dealing with customer relationships. The most important thing to do is to maintain a good sense of humour, connect with the caller and provide meaningful and practical support.
