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Bad Manners and Brimstone
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#Post#: 24595--------------------------------------------------
Re: When a customer gets the best of you.
By: BeagleMommy Date: January 24, 2019, 3:09 pm
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You did great. You didn't sink to the customer's condescending
level, but stood your ground politely and professionally.
No one should be treated the way this boor treated you. Does
your company allow you to hang up on abusive customers?
#Post#: 24630--------------------------------------------------
Re: When a customer gets the best of you.
By: Girlie Date: January 25, 2019, 10:59 am
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I would have responded just like you did, but without the
please.
Someone told me a long time ago to never use the word "please"
unless you are requesting something. You weren't really
requesting that he be more respectful, you were telling him that
he needed to do so in order to get the service he was wanting.
If I were your supervisor, I'd have given you a commendation for
your level of professionalism in the face of such rudeness. I
absolutely think you were fine, and I think you should trust
your supervisor when she tells you not to worry about it.
#Post#: 24636--------------------------------------------------
Re: When a customer gets the best of you.
By: wonderfullyanonymous Date: January 25, 2019, 11:50 am
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I don't know about hanging up on him, but what if you said,
"Sir, I am going to set the phone down on my desk, and when you
can speak to me respectfully, we will continue our
conversation."
Would your boss approve of that?
Some customers absolutely suck!
I don't care where you work, you should never have to tolerate
being treated like that.
#Post#: 24681--------------------------------------------------
Re: When a customer gets the best of you.
By: Star Wars Fan Date: January 25, 2019, 7:36 pm
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You don't say that your company will allow you to hang up on
abusive customers so I assume that's not acceptable where you
work, which is totally wrong and stupid but that's another
discussion entirely. I would've handled it just like you did,
not much else you can do or you're just going to sink to their
level of rudeness. It's not your fault or your problem the jerk
gets off insulting and demeaning other people and going on some
power trip to make up for his own shortcomings. >:(
Ed.
#Post#: 24701--------------------------------------------------
Re: When a customer gets the best of you.
By: TootsNYC Date: January 26, 2019, 12:39 pm
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[quote author=Anon4Now link=topic=954.msg24555#msg24555
date=1548305620]
I think you handled it exactly right. That doesn't always mean
the other person straightens up. And it doesn't always mean you
walk away feeling good about the situation.
Abusive people are trying to make you feel awful. And you know
what? They're usually pretty good at it because they practice
constantly.
[quote author=camlan link=topic=954.msg24583#msg24583
date=1548357219]
And if a customer who has a problem is being nice about it, I
know I will try to think of a solution for them--maybe not the
solution they want, but some sort of compromise. If a customer
is being rude or mean or nasty, I won't go to the effort of
finding out if there's anything else that can be done for them.
[/quote][/quote]
If someone is being nasty, I don't have BRAIN POWER left to
think creatively on their behalf. All my energy is being spent
dealing with the nastiness.
#Post#: 24729--------------------------------------------------
Re: When a customer gets the best of you.
By: Nikko-chan Date: January 27, 2019, 3:41 am
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If the company allows, next time you can say something like this
Him: Fu! *a bunch of naughty words follow*
You: If you continue using abusive language sir I will terminate
this call.
Him: *swearing continues*
You: Due to your abusive language I will now terminate this
call. *click*
#Post#: 24742--------------------------------------------------
Re: When a customer gets the best of you.
By: wonderfullyanonymous Date: January 27, 2019, 10:52 am
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[quote author=TootsNYC link=topic=954.msg24701#msg24701
date=1548527952]
[quote author=Anon4Now link=topic=954.msg24555#msg24555
date=1548305620]
I think you handled it exactly right. That doesn't always mean
the other person straightens up. And it doesn't always mean you
walk away feeling good about the situation.
Abusive people are trying to make you feel awful. And you know
what? They're usually pretty good at it because they practice
constantly.
[quote author=camlan link=topic=954.msg24583#msg24583
date=1548357219]
And if a customer who has a problem is being nice about it, I
know I will try to think of a solution for them--maybe not the
solution they want, but some sort of compromise. If a customer
is being rude or mean or nasty, I won't go to the effort of
finding out if there's anything else that can be done for them.
[/quote][/quote]
If someone is being nasty, I don't have BRAIN POWER left to
think creatively on their behalf. All my energy is being spent
dealing with the nastiness.
[/quote]
I, unfortunately do, but thankfully, the filter is set on high
at work, so I can control myself, while really inappropriate
things, flash through my brain.
#Post#: 24825--------------------------------------------------
Re: When a customer gets the best of you.
By: honeybee42 Date: January 28, 2019, 1:03 pm
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If your company doesn't allow you to hang up on abusive callers
(and I am guessing this is not the case, since you didn't do
so), are you allowed to escalate an abusive caller to a
supervisor?
Otherwise, it seems that you did as much as you could do within
the parameters you were given (but honestly, I think that all
companies should allow their customer service agents to hang up
on abusive callers).
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