why do people get so offended and angry when i tell them they can't have an overdraft

worried_jim

abbas5001 wrote: »

I work in a call centre part time for a bank and often we have people phone up to see if they can get an overdraft, more often than not they cannot have one and people are usually extremely snotty, rude and even abusive when i tell them they can't even when i try to be as nice as possible and explain why it might be.

You think you have it bad!;) I am the guy who often tells the member of staff to say no and I get my colleagues in the branches and call centres being "extremely snotty, rude and even abusive when i tell them they can't". :rotfl:

Some branches are worse than others, but I don't envy you doing it direct to the customer. lol.

meer53

Rupert_Bear wrote: »

Not sure how the account was closed if he had an enormous overdraft.

It's easy to close an account. Hit a few keys, cancel the cards and standing orders and direct debits and there you go. Done.

Write to the customer (giving them 30 days) inviting them to call in to discuss how they're going to repay the overdraft. No response from the customer ? Pass the debt to a Debt Collection agent.

Rupert_Bear

meer53 wrote: »

It's easy to close an account. Hit a few keys, cancel the cards and standing orders and direct debits and there you go. Done.

Write to the customer (giving them 30 days) inviting them to call in to discuss how they're going to repay the overdraft. No response from the customer ? Pass the debt to a Debt Collection agent.

All because he was emotionally charged at the time. You most all be delicate little flowers in these contact centres then. :rotfl:

tagq2

Rupert_Bear wrote: »

All because he was emotionally charged at the time.

That needs to be on so many gravestones.

chambta

I've worked in branches for best part of ten years and never had anyone get abusive at all when something's been declined. Even if there's bad news there's good ways and bad ways to present it. I always try and offer some sort of encouragement without being misleading.

meer53

Rupert_Bear wrote: »

All because he was emotionally charged at the time. You most all be delicate little flowers in these contact centres then. :rotfl:

Emotionally charged ? Rude, obnoxious, arrogant and condescending are the words you're looking for.

And i don't work in a "contact centre". I'm glad that my manager appreciated that i was doing my job correctly and backed me up in my decision. And that he made the decision to close this persons account, he might think twice about insulting someone else now. Why should i sit there and take abuse for doing my job ? Would you ?

[Deleted User]

I work in a mobile phone shop, and we get the similar range of customers all the time.

There are people who have genuine problems, and I'll spend hours with them if they're pleasant about it - even if they're frustrated - and make sure I get whatever needs sorting, sorted.

But then there are idiots who will shout, swear, or threaten - and they get shown the door pretty quickly - even if I could do something about it.

Case in point: A while back, a man came in asking why his phone had been cut off. I explained it was because he hadn't paid his bill. He could have paid it there and then, and I'd have switched it on for him. However, because he swore at me and tried to pull the various cards of "but I'm a valued customer", "but I'll cancel my contract", and (the one that annoys me the most) - "but I'm disabled", he paid his money, and had to wait 10 business days for reconnection - the maximum as stated in the terms.

JuicyJesus

billbennett wrote: »

However, because he swore at me and tried to pull the various cards of "but I'm a valued customer", "but I'll cancel my contract", and (the one that annoys me the most) - "but I'm disabled", he paid his money, and had to wait 10 business days for reconnection - the maximum as stated in the terms.

Those are some truly awful excuses...

"I'm a valued customer" - wrong, valued customers pay their bills.
"I'll cancel my contract" - wrong, you'll have to pay the rest of the term plus what you haven't paid already you muppet
"I'm disabled" - I didn't realise that honouring Direct Debits required working legs

Some people are just ridiculous. How could anyone be so absolutely thick as to to think that if they don't pay their phone bill, they can still use the phone indefinitely and not know about it? And why on earth could anyone get it into their head that they don't have to pay as they're a "valued customer"? Or even that someone who doesn't pay could possibly be "valued"?

Rupert_Bear

meer53 wrote: »

Emotionally charged ? Rude, obnoxious, arrogant and condescending are the words you're looking for.

And i don't work in a "contact centre". I'm glad that my manager appreciated that i was doing my job correctly and backed me up in my decision. And that he made the decision to close this persons account, he might think twice about insulting someone else now. Why should i sit there and take abuse for doing my job ? Would you ?

Sounds to me you are the one who is emotionally charged now.

meer53

I've had people ask me "don't you know who i am" ? !!!!! I feel like saying " No, sorry, will it make a difference ?"