"He/she was so rude"

Sunnyday

A company that i used to work for set up a database of all customers who were rude and who tried to claim refunds falsely or claim that they were treated rudely by the staff who dealt with them.

I think that the original idea was to share the information with other companies and thus generate income, i`ve no idea if the sharing part has happened but it allowed the company to weed out the good customers from the bad.

All the complaints were dealt with by the customer service/complaints section and any queries were sent to another team who would check the call recordings/cctv if it was a complaint in person and also follow up any refund requests etc.

The company has now changed hands but i think that the database will definitely still be in use as it highlighted cases of fraud and false claims very easily. Not sure about the sharing though.

Imagine in the future when applying for say a mobile phone contract or credit card, the higher interest rate or refusal may have a lot more to do with than just your credit rating :eek:

SD

mrstewieo

nikki2804 wrote: »

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.

Heh, definetely not where I work. We aren't even allowed to put 'the customer was unhappy', unless the customer says the word 'unhappy'

(As in, they are screaming and swearing at you on the phone, and you KNOW they are unhappy, but unless they use the word, we can't put it on the notes) haha.

CHW

Working in CT recovery it can be interesting to note different attitudes towards us on calls- on occasion people are a few pounds out on instalments and ring up quite concerned about the ramifications- These are the easy ones...

I don't particularly see the point in winding people up on the phones, but a few of my colleagues are particularly harsh at times, although there are obvious occasions where people just want to have a rant.

The thing that particulalry gets me is when people continually refer to things "I" have done.. 99% of the time it will be the first time I have ever seen that particular account, although there are certain occasions when bailiff visits I may have selected come back and bite with a particularly aggressive customer on the phone...

People will often ask me about my Council Tax account, - thinking I get a reduction!!!

There is genuinely no point in losing it (as a customer) when on the phone, the person you are speaking to really doesn't care about you, however much they may want to do their job properly. The more uptight you get, the more it becomes about an argument and less about the point concerned.

mpchooligan

CHW wrote: »

There is genuinely no point in losing it (as a customer)

Especially when you are in a shop like Primark, McDonalds or any other place that hires loads of low paid teenagers.

I feel sorry for them. I actually see supervisors and managers shouting at their staff and generally treating them like dirt. No wonder they're so miserable!

inca_2

I don't doubt that there are some in customer service that just aren't bothered and can be plain rude, same as in all jobs. However there is definitely a case of customers accusing because they don't hear what they want to hear. I had a member of my team come to me and relay a whole conversation with a customer and asking if they sounded like they were being unhelpful. He was genuinely concerned as the thought mortified him, he is probably my best member of staff in terms of customer service and would go over and above for anyone. He had done everything that he could and apologised to the customer, there really was nothing he could do, he explored other options to help the customer but the customer didn't want to know as he hadn't heard the exact answer he wanted to hear.

On the other hand I sat down with two customers the other day who I know many had considered to be rude/difficult etc but this was only because nobody had really sat down with them and tried to resolve things themselves. Instead they had been passed around various departments as the issue was not 'their area' and had become understandably frustrated at being no further along. All it needed was to sit down, speak to various other departments myself (not get the customer to) and we had all the answers, problem solved, so I think that while customers can be pig headed and accuse staff of being rude because they do not get the answer they want sometimes it can be the other way around and they just might be fed up of being messed around and feeling fobbed off?

young_victor_meldrew

I've cracked it! - Men who are rude to Customer Service staff do so because they have very small dicks, it's called a Micropenis.

Women who are rude to CS staff do so because they are dating/married to the men with the Micropenises!

System

I agree with the OP. Used to work in a call center for one of the big gambling companies (Hilliam Will...) and tbh we got abuse daily. The thing is all calls wee recorded and we were marked on calls. So if we'd been rude and unporfessional that would have shown up and we'd have been fired. One time sticks out, there was a customers who rang up saying we'd cut him off and that the staff had been rude and unprofessional. He demamded to listen to the call to prove it. Turns out when playing it back he was the one being rude and abusive, on hearing it played back he just hung up.

We had the same 3 strikes rule, and even that had to follow a script. I had someomne calling me all manner of names under the sun but had to ask him nicely each time to stop using that language. Christ £6.03 p/h was not enough, i always felt sorry for CS as they got the worst of it.

catflea

vikingaero wrote: »

I've known disgruntled call centre agents write customers phone numbers on the doors of motorway service station toilets.:eek::D

Now, THERES an idea! :T

One of my good friends works for a very much hated organisation and quite often parrots back to callers "Mr X, I am not a F____ B____ but thank you for the comment" and it normally shuts them up.

I also work in a call centre and speak to more than my fair share of aggitated/angry people and 9 times out of 10 I can sort them out but it takes 10 times longer - and normally they are complaining how long its taking to sort out the issue!!!

trickytrolleys

catflea wrote: »

Now, THERES an idea! :T

One of my good friends works for a very much hated organisation and quite often parrots back to callers "Mr X, I am not a F____ B____ but thank you for the comment" and it normally shuts them up.

I also work in a call centre and speak to more than my fair share of aggitated/angry people and 9 times out of 10 I can sort them out but it takes 10 times longer - and normally they are complaining how long its taking to sort out the issue!!!

Thats EXACTLY what I thought !!! :mad::T:rotfl:

Ive worked in Cust Services and if you shout at me or a rude then expect an argument, I am not taking anyones !!!!!!, customer or no customer

catflea

Oh, I wont argue. Just makes the situation worse. If they are looking for a fight best thing to do is to let them run it out and then when they say are you still there "Yes Mr X, I dont however respond to being shouted to" and they either go off on another one or calm down. Rinse and repeat as nessecary. They soon learn. :rotfl: