"He/she was so rude"

suited-aces · 25 January 2010 at 3:44PM

A phrase that pops up a lot on here with regards to customer service agents. There also seems to be a trend between how angry someone is, and how rude the other person was supposed to have been.

Now, given how tightly monitored these people are, particularly in call centres, and how desperately people need to keep their jobs in the current economic conditions, I'm left wondering if "he was so rude" more often than not just means "He was professional enough, but he wouldn't do a multitide of things, which he had no power to do anyway, to help me", or even "I was incredibly rude and angry, but I'll be damned if I admit that. Besides, he's paid to take the abuse"?

Just a thought.

poet123 · 25 January 2010 at 3:45PM

Do you work in this field by any chance?:D

suited-aces · 25 January 2010 at 3:46PM

I've got a part time job in a corner shop to put myself through uni, but wouldn't class myself as "customer service", no, as I hardly ever have to deal with complaints.

young_victor_meldrew · 25 January 2010 at 4:01PM

I would be inclined to agree with the OP. I think some people get off on being rude to these agents.

These "brave" people phone call centres screaming and shouting and expect the person they are yelling at to help them! - These "screamers" are often the lowest of the low or just downright stupid.

They just can't take it when they get an agent who doesnt take their sh*t or is just as assertive back. This shocks them, because they are stupid and can't tell the difference between assertiveness and rudeness, so they automatically label the agent as "rude"

lufcgirl · 25 January 2010 at 4:12PM

I work in a call centre/sales role and I get this loads!

I do mobile phone inbound upgrades, so when a customer calls and theres the inevitable times I can't give them what they want at the price they want, they literally blow up at me. We've had people shouting, swearing calling us rude, saying we don't care about customers etc. You find it in my role with a lot of customers who can't have their own way will think your out to get them and demand a supervisor! Part of the job unfortunately.

RobertoMoir · 25 January 2010 at 4:17PM

suited-aces wrote: »

A phrase that pops up a lot on here with regards to customer service agents. There also seems to be a trend between how angry someone is, and how rude the other person was supposed to have been.

Now, given how tightly monitored these people are, particularly in call centres, and how desperately people need to keep their jobs in the current economic conditions, I'm left wondering if "he was so rude" more often than not just means "He was professional enough, but he wouldn't do a multitide of things, which he had no power to do anyway, to help me", or even "I was incredibly rude and angry, but I'll be damned if I admit that. Besides, he's paid to take the abuse"?

Just a thought.

In more than a few cases I suspect its less of a "thought" and more of a certainty.

nikki2804 · 25 January 2010 at 4:25PM

I work in a call centre for one of the most hated organisations in the country and the amount of flack we get is horrednous.

I'm never rude to the customer, mainly because I find it winds them up more when they don't get a reaction. That and I just remember that its only a job!

Baring that in mind they did take me off the phone when I was pregnant after I told some ranting and raving man that "his angry tone was stressing me out and it was affecting my unborn child" Hormones eh.

When calling call call centres now I'm overly nice. Only thing is, I now know the lingo for "yeah were fobbing you off"

Ivory_Tinkler · 25 January 2010 at 4:43PM

nikki2804 wrote: »

When calling call call centres now I'm overly nice. Only thing is, I now know the lingo for "yeah were fobbing you off"

Please could you share this lingo with us so we know what to listen out for when we are being fobbed off? Royal Mail Customer Services are very good with fobbing off in my experience and you know they are doing it half the time but you usually give up because your head starts to hurt from banging it up the brick wall

ithinkyourcrazy · 25 January 2010 at 4:47PM

I sometimes deal with rude customers (face to face), some people feel the ruder they get the more they are going to get their own way, actually they are more likely to be refused to be served or asked to leave.
I and many of the people I work with have been sworn at, threatened with violence etc just over prices and other things they can’t have their way. A while ago someone posted on here about customers complaining and one poster said is not like shop workers can write a letter to the customer’s house and complain about them.
I 100% agree anyone who swears and becomes aggressive at customer service staff or any staff does not deserve to be given their own way.
I also find men get very aggressive especially at female sales assistants and frighten them in to giving in. I hate this where I work and also when I am out shopping. I am sure most of us are lovely customers.

pitkin2020 · 25 January 2010 at 4:49PM

I work on the principle if you call them you have no right to be rude, but if they cold call you its free game especially after you say no and they still persist

nikki2804 · 25 January 2010 at 4:49PM

Ivory_Tinkler wrote: »

Please could you share this lingo with us so we know what to listen out for when we are being fobbed off? Royal Mail Customer Services are very good with fobbing off in my experience and you know they are doing it half the time but you usually give up because your head starts to hurt from banging it up the brick wall

Well.....

If they don't give a timescale (shortly, soon, a few days - ask for a definition and the anwer is "i don't know")

We appreciate your time today (self explanitory)

I'm trying to think of more but I've been off for almost 18 months now. Will update if I can think of anymore.

"He/she was so rude"

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