Rude Clients/Customers..

[just_mills]

So, I don't know who does/n't know.. but I work for BT (British Telecommunications) - It's a HUGE company that sells landline phone, mobiles (cell), broadband, TV etc..

Anyway, I am a Sales Advisor and a Customer Options Advisor, and the public phone ME, to either buy our products, or ask me to help fix their problems/reduce their prices etc..

Today a woman came on the phone shouting at me (because she didn't want to wait 11 working days for something, which didn't affect her service what-so-ever) for 7 minutes straight (yes I can see who long the calls last), and interupted me every time I spoke, so I finally said: "If you continue to shout at me, I will terminate this call".

She replied with: "Don't get smart with me, young man".

To which I reply: "I'm not, I am just trying to help sort this problem, but I wont listen to you continuously shouting at me.."

So she instantly says in a really nasty voice: "Oh just FUCK OFF "...

I said "Okay, bye" and cut the call..

What would you have done? I firmly believe I did the right thing, because I do not sit there to take abuse from people..

 

[just_mills]

Innit!

I expect some people to come through unhappy, because we live in a world where someone will always have something to complain about, but sometimes people just go one step too far!

I try to build a rapport with each customer I speak to.. And if someone makes the effort to connect, it'll be an awesome call; they'll feel happier, and I'll probably make a bigger sale, which make me happy cos I'll get more bonus, and everyone's a winner!

 

[Ranchman]

When I call my cable company with a question or concern, I'm nice to who I'm talking with and he/she always offers me a better deal than I have at that moment. It makes me feel happy!!

 

[just_mills]

When I call my cable company with a question or concern, I'm nice to who I'm talking with and he/she always offers me a better deal than I have at that moment. It makes me feel happy!!

It happens 99% of the time, mate..

If someone comes through that's actually pleasant to talk to, they'll finish their call a LOT happier!

 

[GL]

you gave her an opportunity to reel in her vitriol and rather than behave like an adult, she cursed you.

i don't think you did anything wrong mills.

 

[trawler69]

Whilst I think you were right, having had experience of contacting BT myself, she was probably mad because she had probably been on hold for 11 days to get through to you in the first place

Having said that I always make the effort to be polite and patient with the advisor because that way you get better service from them and they don't design the crap systems designed to send their customers insane and to get them to slam the phone down in sheer frustration before they get any where near the advisor.

 

[godson112]

I work in a supermarket and get rude customers ALL the time.

Mostly it's when you get snotty remarks for asking if they need a bag. Well excuse me for making an effort to save the environment and also doing what my boss has told me to do.

We also get long queues as well sometimes, which I can't help. I move as fast as I can, I don't control how many customers come in and how much they buy.

Then I also get people huffing when I have to call a superviser down. Well, once again, I'm sorry I'm not a superviser myself, if I call one down, it's because THEY have they key I need or something. I can't do anything about it! And I can't make them get here faster either!

So, customers, just god damn shut up because your whining pisses me off.

 

[just_mills]

you gave her an opportunity to reel in her vitriol and rather than behave like an adult, she cursed you.

i don't think you did anything wrong mills.

I know, right! The bitch, lol!

Try this: http://notalwaysright.com/

You'll have hours of fun!

Brilliant!

 

[trawler69]

Mostly it's when you get snotty remarks for asking if they need a bag. Well excuse me for making an effort to save the environment and also doing what my boss has told me to do.

Just Please don't ask me if I need a bag if I already clearly have one and don't ask if I need a hand with my packing if I am just buying a loaf of bread because you will just get a smart remark, with a smile, like "No thanks I appear to have one" And "I'll let you know if I get into difficulties" followed by "Oh look I managed all by my own, didn't I do well?"

 

[just_mills]

Whilst I think you were right, having had experience of contacting BT myself, she was probably mad because she had probably been on hold for 11 days to get through to you in the first place

Having said that I always make the effort to be polite and patient with the advisor because that way you get better service from them and they don't design the crap systems designed to send their customers insane and to get them to slam the phone down in sheer frustration before they get any where near the advisor.

Yeah, I know what you're saying, dude!
I fully appreciate how difficult it can be, to get through to the correct advisor.. But if you told someone to fuck off, do you honestly think you'd get any further in the call?

Next month I will have been there for a year - After being on both ends of the line, I'll try my hardest to not be angry/snarky to any company I have to phone up, cos I know exactly what they can/will do to me, as a customer hahaha!

 

[racer2438]

you did it right but I hope that you documented the call issue so that when she calls back it will be on the screen for future referance.

 

[okstatecowboy]

Contact the FCC and report the woman for using profanity over the airwaves...

mikey

 

[just_mills]

you did it right but I hope that you documented the call issue so that when she calls back it will be on the screen for future referance.

Oh ya, I put a note on the system; now whenever she calls up, and someone goes into her account, a hazard message will appear.. I reported to my manager too.

Contact the FCC and report the woman for using profanity over the airwaves...

The FCC?

 

[trawler69]

But if you told someone to fuck off, do you honestly think you'd get any further in the call?

Which is why I am always polite no matter what as I spend a lot of time on the phone with customers and they like me because I treat them as people so I will treat others as I wish to be treated. To do otherwise would be hypocritical. It is actually a challenge to get an irate customer and to end up with them on your side and thanking you and apologising for their initial behaviour. Can be fun too. I actually like talking to customers and any attempt to put in a "Please listen to the following 300 options" machine will be met by threats of resignation. I really don't need customers who have been pre-wound up.

I feel for you and your customers Mills, keep up the good work

 

[FPNY]

It's interesting to me that customer service reps get upset when people are frustrated with the company they work for. I am not saying that this woman was right, in fact she was dead wrong to curse and be rude. I would have terminated the call also, I don't think people should be abusive to one another. That being said my feeling is that the majority of abuse comes from large companies toward their customers. That woman probably had to wait on hold waiting for you to pick up the phone listening to some inane advertisement from your company trying to get her to buy something else. Or, she had to listen to an automated machine telling her to press one if she wanted this or press two if she wanted that. My bet is that your company couldn't care less if she stayed your customer or not and that comes thru loud and clear when a person is on the phone trying to rectify a problem.

I am currently having a problem with Fisher and Paykel a high end appliance manufacturer from New Zealand. I paid over a thousand dollars for a dishwasher that leaked and broke down several times over the six years I owned it. It leaked so badly that it ruined the floor in my kitchen. Do you think they should repair my floor? I do. I had to throw the machine away after six years and buy a new one. Their customer service reps have been nothing but rude and condescending. I have not had one harsh word for any of them, in fact I am as polite as I can be when I call. Customers get frustrated by companies when they feel they are being given the run around.

Just a point from the other side of your rant.

 

[okstatecowboy]

Ooops... the FCC is an American commission that regulates what can/can't be broadcast over the airwaves (TV/Radio/Phone).
This is the group that fined one of the major networks over the whole Janet Jackson/Justin Timberlake "nipplegate" fiasco...

mikey

 

[FPNY]

i think you are allowed to say fuck on the telephone...the fcc doesn't control that.

 

[just_mills]

It's interesting to me that customer service reps get upset when people are frustrated with the company they work for. I am not saying that this woman was right, in fact she was dead wrong to curse and be rude. I would have terminated the call also, I don't think people should be abusive to one another. That being said my feeling is that the majority of abuse comes from large companies toward their customers. That woman probably had to wait on hold waiting for you to pick up the phone listening to some inane advertisement from your company trying to get her to buy something else. Or, she had to listen to an automated machine telling her to press one if she wanted this or press two if she wanted that. My bet is that your company couldn't care less if she stayed your customer or not and that comes thru loud and clear when a person is on the phone trying to rectify a problem.

I am currently having a problem with Fisher and Paykel a high end appliance manufacturer from New Zealand. I paid over a thousand dollars for a dishwasher that leaked and broke down several times over the six years I owned it. It leaked so badly that it ruined the floor in my kitchen. Do you think they should repair my floor? I do. I had to throw the machine away after six years and buy a new one. Their customer service reps have been nothing but rude and condescending. I have not had one harsh word for any of them, in fact I am as polite as I can be when I call. Customers get frustrated by companies when they feel they are being given the run around.

Just a point from the other side of your rant.

Mate, believe me, I can tolerate people who are snappy, rude, and damn annoying at the best of times, but there's only so much anyone can take.
I've been on both ends, and I see it from both sides, but being aggressive and swearing at me, isn't going to help any one.
I think the company you had trouble with SHOULD pay for the damage, and that's exactly what the company I work for would do.. and they'd do it free of charge, if it genuinely was our fault..


For anyone reading this, I'd just like to point out that I am NOT moaning or complaining about my job or anything like that.. I just wanted to share something that had happened to me today, and collect opinions and thoughts from my JUB friends..

 

[justsimon]

You definitely handled the call appropriately.

I've worked in an independent bookstore in a small tourist town off and on for about nine years. We get a lot of rude customers. Most of the time I can just speed up the transaction and get rid of them quickly, but I've had to ask a few people to leave.

 

[just_mills]

Most of the time I can just speed up the transaction and get rid of them quickly, but I've had to ask a few people to leave.

I often find myself doing quite the opposite; if someone really gets on my nerves, I'll just pop them on hold for fucking AGES, do whatever it is I need to do, and then just chat to whoever is next to me, or email someone in the office, lol..

Thou shalt not fuck with me!