Guess I'm here seeking the advice of people who are much more experienced with customer service than I am.
About 4 months ago I started a job working as a Customer Service Advisor for a luxury clothing retailer in the UK.
Prior to now my experience in customer service is zilch, as is my call centre experience. As far as a call-centre goes, this one is fairly relaxed; we do not have a script, or timelimits on how long calls can take. We are expected to chat to the customers.
At the moment, I'd really like to know - what happens if the Data Protection Act isn't fulfilled (in some way)? Maybe once per month at work, we have an "incident" where an order ends up being placed on the wrong person's account (either by accident, which is sort of understandable but very unfortunate, or intentional... which is a real violation of DPA.) Aside from the obvious "annoyed customer" consequences, what happens?
Secondly... if a customer calls up to complain about something with regards to an order, and it turns out to be their error which caused the complaint (e.g customer places an online order for an incorrect item, then calls and complains when the incorrect item turns up) - would you ever specifically tell the customer "this is your error/this is not our error" ?
Thirdly... Theoretically, if a customer were to place an order to be sent to another person, with a gift message on the order... If the gift message were to contain offensive language or insults, would you still process the message?
Forthly... (really stupid question). When you get a customer who is obviously calling from a hand-held phone whilst driving, is there any obligation on the CSA to suggest it might be safer to pull over at a convenient spot/call back when they're not driving? Moreover, if a customer were to have a vehicle accident whilst on the phone to us, are we liable for anything?