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This is a question Customers from Hell

The customer is always right. And yet, as 'listentomyopinion' writes, this is utter bollocks.

Tell us of the customers who were wrong, wrong, wrong but you still had to smile at (if only to take their money.)

(, Thu 4 Sep 2008, 16:42)
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For a start, I barely speak to customers. Not only do I run the team, but also handle a large amount of the admin and operations for the scheme.

Secondly, I am extremely polite to customers. It is in part due to this that I was earmarked for promotion to my current role. I am talking about customers who are EXTREMELY rude to us from the off, as is abundantly clear.

Thirdly I am not threatening anyone- I said at the beginning of point four that I wouldn't ever do anything with anyone's information. I'm nice. I'm purely pointing out that every time you're rude to an agent they might well be staring at some of the aforementioned information. When in the name of fuck did I say that I would do anything like that? Oh, I didn't? Thought so.

I NEVER have an attitude when speaking to the very few customers that are handed over to me because they are being abusive to my staff. I do however, not care when they are terminated or disciplined because they have verbally assaulted my team, or threatened them with violence. That's because my team hold very high standards of politeness themselves, and do NOT deserve to be treated as such. As I said (please read, and actually READ it this time) I think that sacking someone due to the way they've spoken to us is a bit much, but it's at the employer's discretion, not mine. They warn their employees constantly about their telephone manner and those that still neglect to treat my team like human beings are disciplined.

And the T+Cs thing? When people call and misunderstand our terms, we try and explain them as best we can. I myself have taken over an hour trying to get one point explained before (a very easy one concerning delivery). What I do not appreciate is chancers trying to lie about the terms to get something from us that we are not meant to be giving them due to the requests of their employer.

I don't have an attitude- not once have I ever been rude to a customer save once, three years ago when I was an agent. That person managed to make me cry, but I've toughened up since then.

'I know there will always be a minority of very rude abusive customers, which I agree should not be tolerated. But for gods sake drop the attitude and I'm sure the majority of your calls will be much easier.'

I'd suggest you actually read what I've written.

PS: 'but it seems like no matter how polite I am to call centre staff it gets me nowhere.' I might be able to help you there. If you're listening to them as intently as you've just read my post, then I can see why. Try paying attention. It might just be YOU rather than all of them.
(, Tue 9 Sep 2008, 15:02, Reply)

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