Has anyone ever a customer service agent and got serious abuse

Hivemind187

Odysseus wrote: »

That does not mean that the person should allow themselves to be abused, yes people have a right to be angry if a service does not meet the expected standard; however, they are dealing with another person and should express their complaint in a respectful manner.

If they can't do that, then yes they should be told to come back when they can articulate their complaint respectfully. No job description comes with accepting verbal abuse as a core duty.

Bull****. That is the PRECISE job description.

As a CSA you are the representative of a company - not an individual, not a "person" - thats why you read from a script or are restricted to resolving issues from within a strict set of parameters. Expecting a customer or client to treat each and every new person they will speak to while trying to resolve a single issue with a single company is insane and insulting - especially considering that contact is not meant to happen without a record being kept at the company end.

You get the cheque for being the nice soft punching bag that stops a customer getting what they need and prevents the management getting ear ache. Getting all touchy-feely about "what I have to put up with" is the clearest sign that you are not cut out for the work.

This isnt unusual. No one is. Call centers are a modern charnel house for things like human respect and empathy. Check out the staff turnover numbers for phone monkeys, it's insanely high.

sea_monkey

^^not sure if serious.

If you can't express your complaint/issue in a respectful mature manner to another human being then you're just a big overgrown baby who is shouting about his broken toy.

Customer is always right is a policy I believe in having worked in customer service for five years now.
I will deal with a customer and do whatever in my power to help them, but if they start being rude or disrespectful then I will not help them.

A person shows their true colours to people who mean nothing to them.

SueBoom

People are assholes, plain and simple. Very rarely does it dawn on them that you in fact are not the company, you are merely a representative. Abuse is so rampant in this area, I doubt anything will or can be done, unfortunately.

Madam_X

Nobody should be abusive to a phone agent who is polite to them, its utterly weird to defend this. It is NOT part of their job and they are allowed hang up if the horrible bully (who is often the one in the wrong or their grievance is something that isn't wrong in the first place) doesn't quit being abusive.

dd972

SueBoom wrote: »

People are assholes, plain and simple. Very rarely does it dawn on them that you in fact are not the company, you are merely a representative. Abuse is so rampant in this area, I doubt anything will or can be done, unfortunately.

Agree, when I was doing that type of work , a quotient of caller's were absolute cnuts, some people are born left handed, some ginger and some absolute cnuts, it's simply the way it is.

mufcboy1999

Degag wrote: »

It isn't really because that customer is only going to call back and either make a complaint against you or one of your colleagues is going to get an earful instead of you. Oh, and there are ways of monitoring if the customer hung up or if you did.

They can't tell if the call was dropped purposely at all. It could of been a fault at either end, all you have to say is the call dropped on the notes or you gave the customer their 3 warnings.

I had someone getting very racist towards me because I was Irish , I dropped the call straight away no call centre pays enough to go in and listen to racism. No warnings at all from me when it comes to that kind of behaviour, 1 strike and your out otherwise I'd end up getting the sack for biting back, I'm easily wound up .

sfwcork

I worked in a call center few yrs back.I always look no notice of the ignorant or angry ones. I use to make statements like.... "Thats amazing but it still dont change the fact that i cant help" or "listen mate im just trying to do my job and i can only do so much" i always stood up to them.9/10 would back down straight away

Mint Sauce

Called a 'Fcuking Paki', based on the callers assumption the call centre was in India.

Also called a 'Fcuking Paddy' by the same customer when I happened to get them at a later date, after they learned the call centre was in Ireland.

Bowlardo wrote: »

GF texted to say she is very upset(crying) after a tirade of abuse from a customer.
She was called bitch and ****ing foreigner on the call.
She warned the customer three times and hung up the call.

I know the calls are recorded. Is there anything that can be done about this?

Have heard some companies will call customers back, ie a manager, or interupt the call if there is prove of abuse, either through it being recorded, or if there was a manager listening in.

To warn them of their language, or even threaten them with discontinuation of service.

weemcd

Hivemind187 wrote: »

Bull****. That is the PRECISE job description.

As a CSA you are the representative of a company - not an individual, not a "person" - thats why you read from a script or are restricted to resolving issues from within a strict set of parameters. Expecting a customer or client to treat each and every new person they will speak to while trying to resolve a single issue with a single company is insane and insulting - especially considering that contact is not meant to happen without a record being kept at the company end.

You get the cheque for being the nice soft punching bag that stops a customer getting what they need and prevents the management getting ear ache. Getting all touchy-feely about "what I have to put up with" is the clearest sign that you are not cut out for the work.

This isnt unusual. No one is. Call centers are a modern charnel house for things like human respect and empathy. Check out the staff turnover numbers for phone monkeys, it's insanely high.

The arrogance is dripping from this post tbh,

Doctor DooM

Winty wrote: »

What about my right to get the product or service I pay for

Has nothing to do with how you treat another human being, one who no doubt is not responsible for the situation you are in.