In the Star Wars series, Jedi Knights are depicted as dedicated students of a mystic power known as “the Force,” many using this power to help and defend those in need. In fact, 3C Contact Services, the leading provider of customized call center solutions, sees parallels between the noble Jedi Knight and call center representatives (CSRs).
Like the Jedi, CSRs have the power to help those in need; whether it’s with a simple inquiry or dealing with a difficult situation, they face these situations with the calm and grace of a Jedi Knight, deflecting any conflict that comes their way the same way a Jedi deflects laser beams with their lightsaber.
But Jedis aren’t just about lightsaber duels; they also serve to mediate negotiations and conflicts in a civil manner, much like how a call center employee can deal with a difficult customer or client in a calm manner, all without having to resort to drawing their lightsaber, or in the case of a good call center employee, being harsh with the customer, which in turn might lead to lost business.
If it comes down to combat, Jedis use their considerable martial art skills to end conflict, the lightsaber being called “an elegant weapon for a more civilized age.” Similarly, a CSR with exceptional customer service skills must be able to end any potential conflicts with customers in an elegant manner, rather than using the brute force of a blaster.
In fact, many parallels can be drawn between a Jedi Knight and a call center representative:
Following these simple rules and avoiding giving into the “Dark Side,” which could cost your clients, and show how call center employees can learn a lot from Jedi Knights.
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