Your heart is in the right place.

It’s his job to be professional not yours.

As long as you think it was done professionally.

You're doing fine. Don't stop. The young man will not get in trouble at most could get a talking to for going off script if that.

If we all operated in the same manner this would be a much more pleasant world.

call center clients. Sharing personal information of any kind was strictly prohibited and cause for dismissal. Hopefully such is not the case with the the facility you called.

Most of the time it was constant abuse from the customers.
So, nice ones were a pleasant surprise.

These were customers calling in, not people I was cold-calling. There is a big difference, IMHO.

PhoneCenters or inside csr svs - as mgmt. we observed calls, and, yes, the reps have an "average" talk time objective - usually 5 minutes on average..you mentioned there was a wait time for each step to unlock your phone..nothing wrong with pleasantries - a happy rep, is a happy customer...me..never worked with a sharp pencil...if the customer had all questions answered, and are satisfied, that is the objective...I would worry when a rep had an avg talk time under 3 minutes..

Now retired, I know how difficult the job is...the Philippino(a) are most gracious and pleasant..I never feel rushed, they aim to please..my Daughter in-law, from Cebu, has been teaching me Tagalog..they love when I mention it..Salamat….

... I've had folks in Manila call centers call themselves vampires... It sounds like it's a close knit community. I was calling AT&T and mentioned that I've had great customer service from folks at RingCentral, which was random and unfortunate comment on my part because my guy said his ex boyfriend just started working there.

I think this guy was having a hard day... Tried to encourage him. But, I'd personally call in sick the day after I got dumped. So, good for him.

He probably has a network of co-workers that help him through hard days, - my work was my sanctuary during tough times..not all customers are as pleasant or interested..he will remember your conversation...

can do to make it as painless as possible for the agent (a kindness for which I adore you), is not necessarily the personal chitchat, but to be patient and make it clear you’re not angry with them personally and not yell at them. Of course, if the agent is a shit, then they deserve your anger. But say if you’re angry at the company they represent, just being nice and not yelling at the agent or calling them names and making it personal is a huge relief. You can even state on the phone for the listeners, I’m not angry with you, (name), but I’m very upset with (company name). I know you just answer the phone and don’t make the rules that are upsetting me. Those were the callers i went the extra mile for. It’s a horrible, horrible job - terrible verbal abuse by callers, coupled with time and format limit stress from the employer.

... "I'm just asking so I can thank you properly for your help when we are done." I have ADD and almost always forget names upon introduction. But, then like I wrote in my original post... Is even asking for their name annoying or getting too personal?

I have no idea why I'm second guessing everything about this topic tonight.

I haven't worked in a call center, but I've worked in retail and as a bank teller. The best way to get the best service and care is to be nice to the person who is helping you.

And, yes, I have said "fuck you very much" through the speaker at the bank drive-in.

... I remember after taking Prozac in the 90s for depression... I realized the very moment it kicked in while standing in a long line at the post office in NYC. The line was moving at a glacial pace, and everyone was shifting in place, huffing/puffing, muttering, rolling their eyes, etc. I think I would have normally been participating along with them, but for the first time... I paused, thought "I have no control of this situation" and the folks are just doing their best to help. Everyone's impatience seemed really off-putting at the time... And, that behavior has been ever since.

I've always just tried to relax in a customer service experience. (But, I do admit I hate really long hold times).

Oh, and also I delivered pizzas for a couple of years. You learn a lot by working in food service. I often ask applicants I interview for a job if they've ever waited tables, because if they did... That tells me a lot about their character.