Ever had a member of staff put the phone down on you?

KingS6

Self explanatory title. Can be for any reason except for if you caused it, for example losing your temper or making threats.

A good example is if you warned the member of staff you are recording the conversation. Or perhaps the person was digging themselves a deeper hole by not providing a decent enough answer and decided to escape.

baza52

no but when I worked on a helpdesk I often cut the call because of rude people, constant swearing or not being able to help the caller that would not take no for an answer. Each caller was warned the call could be cut off if they persisted.

Its very common for calls to be recorded and if an operator was dropping the call for no reason they would be pulled up on it.

ARandomMiser

Not had any genuine caller hang up on me.
On a few occasions I have tried to get barely literate scam callers to hang up on me but despite how abusive to them I am they just don't get the hint.

fleshandbone

Only when i speak in Russian

System

baza52 wrote: »

no but when I worked on a helpdesk I often cut the call because of rude people, constant swearing or not being able to help the caller that would not take no for an answer. Each caller was warned the call could be cut off if they persisted.

Its very common for calls to be recorded and if an operator was dropping the call for no reason they would be pulled up on it.

Oh I do miss that. I wish I had that authority when dealing with abusive customers in retail. Only the management and security can escort them off the premises.

In my call centre work, I gave them three warnings then just before releasing the call, I said you are welcome to call back once calmed down

fleshandbone

When call centers call my business, I ask my staff to ask the cold caller if they are working on commission, this soon gets rid of the nuisance, and its an entertaining thing to do.

Blackbeard_of_Perranporth

We once were waiting for a conference call, so decided to ring the S emporium job line and apply for a job in their so called bakery. We were accepted and invited to pick a date for the interview! Never larffed so much in my life!

kingfisherblue

Yes, a couple of days ago. Hotpoint - I received an apology.

A couple of weeks ago, I was given information about my tax credits and it wasn't correct. The advisor couldn't tell me a reason (apparently I wasn't going to receive any CTC at all in April). I hadn't been informed previously - I'd only rung to give the name of the course my son is on at special school.

I asked to speak to a supervisor and requested an explanation. The supervisor told me that it was just the way it is, and I did know because it's on my award notice. I pointed out that I hadn't received an awards notice and would like a proper explanation. She put the phone down.

I rang back and spoke to a different advisor. She said it didn't sound right, and checked everything for me. My benefit hadn't been updated. She put in a request for a manager to ring back as I had been lied to - an awards notice hadn't been generated, never mind posted out, and there was nothing in writing saying I wouldn't receive CTC in August.

The manager rang back less than thirty minutes later and assured me that an investigation would be held - he had listened to the recording. I was upset, but hadn't raised my voice.

A few days later, someone from the complaints team rang me. The member of staff had been found to give me false information. There was going to be a meeting with her and her manager about this, and also because she put the phone down on me. I asked for re-training to be considered for the member of staff rather than a disciplinary and was told that my request would be passed on. I was also given the correct information about my CTC for August.

Naf

Frequently.
I've been hung up on, transferred back to the main menu, put onto permanent hold, put onto silent hold.
Always my own "fault", for trying to get useful information/answers or someone to deal with my complaint properly.

System

In my call centre days, I remember the transfer and release buttons are next to each other on the turret. Not a brilliant design.

On a few times, I released the call instead of transfer. So I rang them back, explained my error and they were understanding.

Though got a right telling off as we are not to ring customers. Though in my defence, which they didn't understand, I said if I didn't ring back, some of these customers might have thought I hung up on purpose. Ringing them shows I cared

usernameisvalid

My staff know better then to hang up on me, I'd have their guts for garters !!