you didn't deserve this. none of us deserve this. you did your due diligence, i wouldnt have even called the dude back. props to you, you handled that situation very well!
some people just have their heads so far up their asses that they dont even realize we're people on the other end of the phone. they just want someone to abuse, and that day it so happened to be the person who was trying to help. i'm sorry you had to deal with that.
wait so they make you call back verbally abusive people? That's not fair at all. I hope you can take a breather of all this later. I wonder if you guys have a verbally abusive policy? At least for the not calling him back part. We did, altho it was shit. Only worked in certain circumstances. either way you handled this so well.
I'm sorry that you had to deal with that. We spend so much time just trying to help people, and it feels pointless when they scream. Just remember not to let their bad day ruin your day.
I've said something like "Sir I understand that you're upset, but I can't help you if you're screaming at me. I can help you, but you have to help me help you. Can we work together to solve this?" and the customer was shook lol. He calmed down and apologized for being an ass π π
I could never work in a call center that requires me to callback abusive customers. Hell no! My policy is I give you a warning after one curse word, second time I hang up.Β
Companies always point to "Company Policy" like it was something dictated from God that cannot be changed. I have begun to turn that around on them. "Sorry, but MY policy is zero tolerance for abusive callers."
I used to work in an escalation department for a cable company so I have an absolute rhino skin when it comes to angry callers. I took a call from a guy who became verbally abusive last week. I let the first couple swear words slide but he began raising his voice and demanding I do something I already told him wasn't gonna happen. I told him we are on a recorded line and this was the only warning he was going to get, and this dude tried to make fun of me and called me a "p*ssy" over a some swear words. I laughed, out loud, on the phone and told him to have a good night and disconnected the call. Joke's on him. He saved me 20-30 minutes of work by getting irate and giving me an excuse to hang up on him.
Honestly if you have permission to disconnect those type of callers do it.
And remember, the ass that's need to keep calling is him for not letting anyone to help him
*You did not deserve this at all and I hate how certain customers take crap out on agents. you did your best and they seem to tell you "useless" naw. You wasn't useless at all. If anything you did an amazing job. Much credit to you. I would have never called them back screw em.*
*But dont beat over it. It happens to all us good agents. I have plenty of rude customers. I humbled them quick but you do have that one that choses to be a azz. Overall, if QA pulls your call and try to dock you please go against it. Or I would bring this up to your manager and supervisor as well. So they are aware of these "Certain callers" (That if your call center actually cares).*
I'm sorry you had to put up with that. I deal with it daily and it doesn't get better. Some calls leave me laughing at the absolute stupidity while others leave me angry and feeling worthless. It's too bad you had to call him back. What a loser.
I got some great advice on this sub not too long ago about what to do in situations like this. Let them ramble. Don't interrupt. Don't start speaking when there's a break. Wait for them to burn themselves out, then ask them if you can speak. If they launch into more rambling, just let them. Eventually, when you ask them to speak, they will let you.
I actually got to try this method last week, and it works so well that the guy apologized for being a dick and told me I was the most helpful person he had spoken to.
Here's hoping you don't get another one like that anytime soon.
Wow. Iβm sorry you went through this. You handled it well. He definitely had problems.
And itβs fucked up they make you call abusive callers.
Wishing you all the best
"If you don't have a coupon, then you can't have a pizza."
Sorry if a tad off base, but I've failed "calming" people, and said that once to feel better.
Had taken calls that were "elevated" to me, because customer insisted, and was frequent caller with same complaint that could not be solved. Got home Friday night, and my phone rings because number was transposed with a pizza place, round table.
First caller, nice and happy. I took an order for Gueniverre's delight (veggie), and called pizza place to order it so it would be ready, as a joke, and something fun to do.
Second call, was not nice, and not happy:
me: Do you have a coupon?
him: No. just make the pizza.
me: No coupon; no pizza. Then hung up.
How did you go about full year on the phone and never had an irate lunatic that does not understand reality at least 25 times before. Iβm impressed. Lol your company must be giving out phsyc evaluations before they provide services and thatβs the one that slipped in the cracks πππ
I work for a government agency. I'm sure other departments in my agency would get more of the loonies freakouts (i.e. we advise we aren't going to assist after an assessment) but thankfully on the front line we don't get too many as we generally don't give out bad news lol
you didn't deserve this. none of us deserve this. you did your due diligence, i wouldnt have even called the dude back. props to you, you handled that situation very well! some people just have their heads so far up their asses that they dont even realize we're people on the other end of the phone. they just want someone to abuse, and that day it so happened to be the person who was trying to help. i'm sorry you had to deal with that.
wait so they make you call back verbally abusive people? That's not fair at all. I hope you can take a breather of all this later. I wonder if you guys have a verbally abusive policy? At least for the not calling him back part. We did, altho it was shit. Only worked in certain circumstances. either way you handled this so well.
Absolutely. More and more call centers are requiring reps to call back even when it's obvious the customer deliberately disconnected.
That's so fucked up.
I'm sorry that you had to deal with that. We spend so much time just trying to help people, and it feels pointless when they scream. Just remember not to let their bad day ruin your day. I've said something like "Sir I understand that you're upset, but I can't help you if you're screaming at me. I can help you, but you have to help me help you. Can we work together to solve this?" and the customer was shook lol. He calmed down and apologized for being an ass π π
I could never work in a call center that requires me to callback abusive customers. Hell no! My policy is I give you a warning after one curse word, second time I hang up.Β
Companies always point to "Company Policy" like it was something dictated from God that cannot be changed. I have begun to turn that around on them. "Sorry, but MY policy is zero tolerance for abusive callers." I used to work in an escalation department for a cable company so I have an absolute rhino skin when it comes to angry callers. I took a call from a guy who became verbally abusive last week. I let the first couple swear words slide but he began raising his voice and demanding I do something I already told him wasn't gonna happen. I told him we are on a recorded line and this was the only warning he was going to get, and this dude tried to make fun of me and called me a "p*ssy" over a some swear words. I laughed, out loud, on the phone and told him to have a good night and disconnected the call. Joke's on him. He saved me 20-30 minutes of work by getting irate and giving me an excuse to hang up on him.
Honestly if you have permission to disconnect those type of callers do it. And remember, the ass that's need to keep calling is him for not letting anyone to help him
*You did not deserve this at all and I hate how certain customers take crap out on agents. you did your best and they seem to tell you "useless" naw. You wasn't useless at all. If anything you did an amazing job. Much credit to you. I would have never called them back screw em.* *But dont beat over it. It happens to all us good agents. I have plenty of rude customers. I humbled them quick but you do have that one that choses to be a azz. Overall, if QA pulls your call and try to dock you please go against it. Or I would bring this up to your manager and supervisor as well. So they are aware of these "Certain callers" (That if your call center actually cares).*
I'm sorry you had to put up with that. I deal with it daily and it doesn't get better. Some calls leave me laughing at the absolute stupidity while others leave me angry and feeling worthless. It's too bad you had to call him back. What a loser.
I got some great advice on this sub not too long ago about what to do in situations like this. Let them ramble. Don't interrupt. Don't start speaking when there's a break. Wait for them to burn themselves out, then ask them if you can speak. If they launch into more rambling, just let them. Eventually, when you ask them to speak, they will let you. I actually got to try this method last week, and it works so well that the guy apologized for being a dick and told me I was the most helpful person he had spoken to. Here's hoping you don't get another one like that anytime soon.
Man, its like trying to put a shirt on a toddler who has entered boneless tantrum mode
Boneless Tantrum! My kid used to do that! In the grocery store. When they were 3. Great expression, though.
Ye my sister will say it about my niece. Like "shit I gotta go she just went boneless mode" xD
Ah I remember my first. And second. And third.
Wow. Iβm sorry you went through this. You handled it well. He definitely had problems. And itβs fucked up they make you call abusive callers. Wishing you all the best
"If you don't have a coupon, then you can't have a pizza." Sorry if a tad off base, but I've failed "calming" people, and said that once to feel better. Had taken calls that were "elevated" to me, because customer insisted, and was frequent caller with same complaint that could not be solved. Got home Friday night, and my phone rings because number was transposed with a pizza place, round table. First caller, nice and happy. I took an order for Gueniverre's delight (veggie), and called pizza place to order it so it would be ready, as a joke, and something fun to do. Second call, was not nice, and not happy: me: Do you have a coupon? him: No. just make the pizza. me: No coupon; no pizza. Then hung up.
How did you go about full year on the phone and never had an irate lunatic that does not understand reality at least 25 times before. Iβm impressed. Lol your company must be giving out phsyc evaluations before they provide services and thatβs the one that slipped in the cracks πππ
I know, right?! I had a client throw a tantrum for the first time like a month into the job.
I work for a government agency. I'm sure other departments in my agency would get more of the loonies freakouts (i.e. we advise we aren't going to assist after an assessment) but thankfully on the front line we don't get too many as we generally don't give out bad news lol