Customer calls up yelling at the CSR,
Customer was told she had to make a payment,
Customer says she wasn't rang to be told she needed to make a payment,
Customer is told notifications are sent by mail,
Customer says she needs special treatment as its a second home and she doesn't reside in said house,
Customer is told she needs to update her mailing address to fix that issue,
Customer starts using profanity and name calling,
Customer calls back, reports CSR to supervisor, but is so irate that supervisor feels no need to listen to recorded call.
The end. Now, are you really going to say he didn't do his job, that he has no place dealing with people? I'd have told her to go **** herself the minute she started using profanity and name calling. That makes ME the one who shouldn't be dealing with people. His reaction makes him exactly what type of person required to do the job. What he thinks to himself has no bearing to the call at all, unless you think the lady was reading his mind the whole time? His actions are what counts, and his actions were correct and right.
Your reaction is ridiculous and i've decided you aren't worth my time reading your posts anymore. Hope you have a wonderful day now /smile.
Every Call Center has their own Rules. If a Customer starts getting rude and uses profanity where I work, we have every right to hang up on them. We have no desire to be treated like trash just because you're down on your luck. I'm not here for you use as a verbal punching bag.
Most of the people here saying that the OP is a tool for how he handled the call based on the protocols of his company have most likely never even worked in a Customer Support position.
I thought it was a funny story and the woman got what she deserved. If you can speak in a civil tone, then everything will be fine. Even if there is a bit of attitude, that's understandable in most situations. However, yelling, screaming, and using vulgar language is out of the question.
Good work with handling the customer, exactly what I'd've done.
I've also had to deal with a customer like that, their delivery 'did not arrive at the right address'...
Yeah...the guy had moved and hadn't bothered to change his billing/delivery address.
I wonder why people spazz out when you mention that they should've updated their billing/delivery address.:/
Sweet lips, intoxicating
Sultry eyes that stare, waiting
To lure the hungry heart
Into a deadly trap
As I already am doing so at your replies.
He thinks she is a tool because she doesn't know EVERYTHING about HIS job/company.
Have you even read what he says about her? That whole attitude and he works in a call centre.
Yes, you hate people, you can't stand people having a go/swearing at you, and you hang up on customers who you just confused. Of cause we will hire you!
Trust me, from what he made it out like in his original post, it's not a job for him.
And clearly you know NOTHING about working in call centres. Jeeze
I don't think this thread has gone how the OP intended, lol.
To be honest, both parties are in the wrong. I'm not going to start giving in-depth explanations as to why I think this, but I'm personally siding with the Customer. The way in which the OP delivered the post made it sound as if you were superior, and looking down upon the customer. You took the wrong moves, which resulted in the customer becoming even more irate.
Anyway, why isn't this thread locked out? It just seems to created a flame fest
Wow some of you guys hypocritic. I can almost guarantee that if this were another "the worst player" thread you bee all up in it with a story from a heroic you did earlier with that noob [insert player class here]. But no, if someone is being a jackass in real life it's off limits. Get a grip.
From the perspective of someone who has worked as a CSR (and never will again), and someone who has had the reason and motivation to call a company (Hi Comcast) and demand rectification of a problem (whether that problem be percieved on the customers end, or real and legitimate), the way your post SOUNDS, i would have had the same reaction as a caller. Working as a CSR in a call center, I would assume you know that most customers who are at the point of calling into you are somewhere between annoyed and irate. I realize that doesn't make your job easy, and I'm not even saying that you handled the situation wrong - but the way you told it, that is the impression that has clearly come across.
Zoots pretty much paraphrased the training that I received, and pretty much outlined the best possible handling of the situation as you described it.
I was under the impression that most people in the customer service field knew this.
Most Call Centers state that if a customer is overly irate with you that you can hang up on them. At least most of the ones I've seen.
However, the OP handled the Call exactly the way that his Call Center allows. He followed the Protocol of his company and (This isn't directed towards you,) shouldn't be viewed as a Tool for doing so. I'm a Help Desk Associate for the Peace Corps so I'm generally Trouble Shooting Computer issues. People do get upset, yes. Has it been enough for me to hang up on anyone though? No. The Employees of the Peace Corps treat the Help Desk with respect and they realize we're here to Help.
Working in a Call Center that is for an Electric Company though... People get Really Up tight when it comes to money. It's understandable that they get upset, but in the end if the Bill isn't paid, it's their own fault. Whether its ignoring the notice or forgetting to change their Billing Address. It's in no way the Reps fault and they still deserve to be treated like an Adult.