rude call centre customers!

kimith84

steve_cov wrote:

I'm afraid I have no sympathy for anyone in a call centre, since they generally take the view that their presence is doing the customer a favour, rather than the customer doing their company the favour.

TO ALL COMPANIES: Don't deny responsibility for services you provide or which you charge me for using.

Worst call centres recently: Alliance & Leicester (Vicky in Leeds, you have been named and shamed); Orange (ignorant pair in the north-east); Npower (took awful offence when I corrected her dreadful grammar for the third time, although it was tremendous fun).

you seem like the ignorant type of cust who decides to personally insult call centre staff! this is not going to enamour us to your cause really is it!!
polite people are more likely to get better service - this may be wrong but why would you want to help people who scream and shout at you like a toddler with an attitude problem

steve_cov

kimith84 wrote:

polite people are more likely to get better service - this may be wrong but why would you want to help people who scream and shout at you like a toddler with an attitude problem

My demands are not excessive:

• I wish to be treated respectfully by representatives of companies which I pay to undertake my business
• I wish to be spoken to in an adult manner, using an acceptable standard of English (or any other language in which I wish to conduct my business affairs)
• I wish to be treated as an individual
• I wish companies to have a memory and for notes of any transaction I have to be available to the next person with whom I deal: I do not expect to have to explain the same issue multiple times at my expense each time
• I wish to feel that my business is important to the company concerned

As long as these basic requirements are met, I will be perfectly charming. I will not stand for rudeness, insultingly substandard grammar or "computer says no".

Remember: we customers pay for call centre staff's wages; we are not there as a minor irritant to be swatted away lightly.

kimith84 seems to think that we ought all to feel privileged to be insulted, messed around or treated badly by call centre personnel. This is a consumer revenge website, and firms which treat me badly when I am their consumer can expect revenge. If that means call centre staff are collateral damage, so be it. Firms have enough opportunity to get it right, and I am paying for the call, after all.

hollydays

Ok, I tell you what i expect-i expect the call centre operator to say "Im sorry ,you have been kept waiting for so long/been passed from pillar to post/ made 15 calls with no progress/ been put through to the wrong department/etc but I am now personally going to resolve this-NOW."
Now was that so hard to do?

kimith84

i agree with both the above posts and yes i do agree with the points made.
I hope that I do achieve these things in my calls - however my point is that we are only human, have feelings and personalities to - it can be hard when you are instructed to follow strict scripts.
its just a case of treat people how you would like to be treated in return!

kimith84

as a ps if i can take ownership of any call i will
its when people call the completley wrong department because of a free phone no and expect issues to be resolved!
its like asking a plumber to re-wire your house!

hollydays

Couldnt you transfer them?

kimith84

yeah and the polite people do get transfered.
dont get me wrong - am not horrible for being horribles sake. if you read my original post my vent was directed at the rude customers who demand and have no manners. the majority of customers fall into the polite bracket - however recently the number of impolite ones has been on the rise!

hollydays

Well I have never done your job,but i still cant see why you couldnt just say "i am sorry, we are a completely different department,...going to transfer you now " and put them through.How much arguing could they do.Maybe its me.I just dont get it. It seems that some people have a big chip about people callling in on 0800 numbers..so what- whats the big deal.

kimith84

but we're told that we're not supposed to tranfer to the premium no's!
and i know its sounds really jobsworthy - but if it comes down to me getting warnings for people deliberatly dialing the wrong no it does grate a bit!

kenshaz

The problem is ,companies use 0800 numbers for sales,and 0870 numbers for existing customers.0800 CALL CENTRE STAFF HAVE TARGETS.ie sales
We all know that they able to transfer,and terms and conditions do not say that you cannot ring as an existing customer and be trasferred.The problem has been created inhouse
Why are sales staff so rude ,they represent the company and as such should be helpful and polite,and forget promotions and targets,strange how they become helpful when you are buying,they are usually selected because they are extrovert,I feel that companies should make random calls to check attitude

try https://www.saynoto0870.com call centre staff this site has been set up to seek revenge against companies like yours ,and this site supports https://www.saynoto0870.com