rude call centre customers!

Murtle

Goes with the situations I have seen where the manager they have gone to get is their mate sitting next to them who deals with the call rather then escalating!!! Can't blame them really

Murtle

regularsaver1 wrote:

From the bank where I work - if we are calling we are not supposed to say from what bank until we know we are talking to the right person. Apparently it is incase another person doesn't know the other person has an account with that bank.

Luckily for me I have a direct line , and i only call my customers I have already seen.


I do feel for the CC staff - just the same as branch banking staff that get abuse. When they are asked to get their manager they are probabaly scared to as their manager has probabaly told them not to refer on to them, and deal with themselves

I've seen it in the bank - eg.lady being rude to receptionist, lady asks for manager. when manager comes out lady is nice as pie - why is that? as manager said exactly the same as the receptionist

IMHO If they are that particular then they shouldn't really be cold calling their customers. I refuse to give security details to people without them confirming who they are and why they want to know. Why should I divulge my information when they won't share...what happened to the "if I tell you abit about myself, you can tell me a bit about yourself...."????

regularsaver1

Like I said I am not cold calling customers - as I have already seen them - but we're still not alloud to say what bank incase say mrs does not know that mr has an accountr with xxx bank - it is protecting mr

so if its a woman but i'm calling for a man then i can't say the bank

luckily for me as i work in mortgages - a lot are joint - and to be honest they know my voice when I ring - and can do 1471 to verify my telephone number that appears on my business cards


so again lucky for me - I do not work in a call centre. problem is now i've got a direct line i get a lot of quieries i can't deal with and so have to refer to business centre

kenshaz

Murtle wrote:

Goes with the situations I have seen where the manager they have gone to get is their mate sitting next to them who deals with the call rather then escalating!!! Can't blame them really

I agree ,but if the mate is only calming waters ,it does not solve the underlying problem,I will bear that one in mind and ask for their role

Murtle

regularsaver1 wrote:

Like I said I am not cold calling customers - as I have already seen them - but we're still not alloud to say what bank incase say mrs does not know that mr has an accountr with xxx bank - it is protecting mr

so if its a woman but i'm calling for a man then i can't say the bank

luckily for me as i work in mortgages - a lot are joint - and to be honest they know my voice when I ring - and can do 1471 to verify my telephone number that appears on my business cards


so again lucky for me - I do not work in a call centre. problem is now i've got a direct line i get a lot of quieries i can't deal with and so have to refer to business centre

So if you get the son or a male friend then it's ok.... Reminds me of a few years back when I needed to get my mobile account moved, as it was in my Dad's name but he couldn't access the free phone numbers from abroad and they wouldn't give a number he could call them on, we were advised that "any" male would do...but they couldn't take the instruction from my Mum...

kenshaz

The companies are interpreting the DPA,when you read the act it does not actually state (do not call and not reveal who you are),cold calls to house-holds in the present climate of scams etc is not what the act was designed to protect.
More than my jobs worth is the mentality that is driving our Nanny state

kenshaz

Murtle wrote:

So if you get the son or a male friend then it's ok.... Reminds me of a few years back when I needed to get my mobile account moved, as it was in my Dad's name but he couldn't access the free phone numbers from abroad and they wouldn't give a number he could call them on, we were advised that "any" male would do...but they couldn't take the instruction from my Mum...

I had a little bit of fun,rang to question an invoice with energy suppliers,account was in my wife's name,(she changed it outside Tesco) they would not talk to me. Rang back in my normal voice and told them that I was Mrs Kenshaz,they dealt with my problem,imagine the feelings of the call receiver,if I question this persons low voice they might complain ,I may have got it wrong,some women have low voices,some men have high voices. The situation was if in doubt say nowt

Mark7799

Murtle wrote:

So if you get the son or a male friend then it's ok.... Reminds me of a few years back when I needed to get my mobile account moved, as it was in my Dad's name but he couldn't access the free phone numbers from abroad and they wouldn't give a number he could call them on, we were advised that "any" male would do...but they couldn't take the instruction from my Mum...

To lighten the moment, I recall a colleague trying to phone a customer (in my banking days) asking for Mr XXXX and saying 'it's the Bank' to the lady who answered - turned out to be the cleaner. Mr XXXX took great umbrage at this and said that in future my colleague (female) should only ever say 'it's a personal matter' if she called him again.

So when a lady answered on the next time she phoned, my colleague dutifully followed his instructions. He then had quite a lot of explaining to do to his wife who has answered

KittyKate

This is a really interesting thread and I must say I have experience of both sides of the coin.

I used to work for o2 doing technical support on the phone. The amount of customers who would call up and go 'I have an o2 phone which i had unlocked for my new vodafone sim. Can I have the vodafone settings please?' and I would say 'no sir, this is o2, we don't have vodafone settings.' 'But it's an o2 phone!' 'but vodafone is your network operator sir. you need to call vodafone for internet and mms settings' 'This is ridiculous! can i have your manager's number I wish to complain'!

The only way I didn't explode from stress was to laugh. Silly customers. We would go above and beyond for nice customers.

But my experience as a Natwest customer made me realise that however nice you are you'll always get bad service from some companies. Even the perfectly nice advisors promise to do stuff and it never gets done, at worst I've heard Natwest saying '!!!! I have to get off this call or I'll miss my bus' whilst I apparently was on hold as they 'retrieved my details'.

Sorry, but I'll always call an 0800 number and ask to be put through. Call centres take my time, they're not charging me for it too!!! Generally I'm calling to sort out their mess anyway (Empire Stores, you have been named and shamed)

regularsaver1

kenshaz - all day i've been searching jobs, i finally want to get out of the world of banking . yippee!!!! How are you btw?