Call types for tobacco company

[hskye1010]

Hi,

I was a call center supervisor in software company.
Now I'm applying to a same position in tobacco company.

Though I am good at handling customer's call and supervised agents for a long time, I know that differnt industry requires different approach to the customers. That is why I need your advice.

How should I approach the callers in tobacco company?
What can be tobacco customer's inquiries and requests?

Any help would be appreciated.
Thanks in advance

Joan

[cjw17]

Years ago I worked for Philip Morris, although not in a call center. I was a secretary for a while...most of the letters we got from customers were requests for reimbursement for burn holes in clothing and furniture.

[hskye1010]

Thanks cjw for your advice.

It's interesting that customers are requesting for reimbursement for burn holes in clothing and furniture.
I think it is partly or majorly customer's responsibility to get such burn holes, not product's faults...

hskye1010

[cjw17]

At the time, which was in the late 1970's, we had a policy...anything under $100, we'd give it to them. I'd agree they're at least partly responsible. I think it was just a good will gesture to pay those claims. They could always claim that the cigarette was defective, causing the burning part to fall off. The way litigation goes these days...If the customer's not to blame for giving himself lung cancer by choosing to smoke, why would it be his own fault if he burns his table by leaving the cigarette unattended in the ashtray.
Call center work in the tobacco industry must be very stressful & I wish you luck with your new position!

[hskye1010]

Thanks cjw

Today is the 2nd day in this company, but I feel like it is already
2 years...
Fortunately, I'm getting the picture of the consumer's needs in this business.

Thank again and good luck to you too!