Rudeness

dellxps

Rudenes...don't get me started!

I work in customer services in a call centre, and to be honest initially i didn't want to work there because i imagined the phones ringing none stop and managers having a go at me as my last call was more than 10 mins, but a jobs a job.

Now, i'm really impressed, this company has got the right attitude when it comes to customer services no targets. How we get assessed is our manager randomly records 4 or 5 calls a month then we sit down together and go through them. We then discuss whether i delivered great service (checked through simple things like saying please, thankyou, being polite, and helpful as possible). Of course mess ups happen, we don't all try to deliver really good service and we get irate customers. but it gets to me when people are just plain rude no matter how much you try to help them. It bugs me when people don't say hello at the beginning of the call and launch straight in, or worse begin with a sigh! I try to do a good job but i tend to help even more if the person is at least polite. Sometimes i can see why the customer is being a bit off, but sometimes its just because they are just plain rude!

Talking about being rude, yesterday i was in my local asda, looking for the microwaveable popcorn (they'd moved everything round) i asked this girl to which she replied, "sorry i don't know" then continued stacking. To be honest i found it quite funny, because she didn't say it in an offhand way, she honestly didn't know, but i would have expected her to go and find someone else who might have know.

Checkout staff can be really rude at times as well, either talking to each other and completely ignoring you, or not even looking at you or saying please or thankyou. how do people like this ever get jobs?!!

rant over! i can now go to bed!

(i don't normally complain this much lol, but manners is something im big on

mum2one

Theres times where I have ranted at call centres esp when you ask to speak to a supervisior as the person you are talking to is doing everything they can to stop putting you through, esp after the 5th attempt.

I'll be honest I mystery shop and one of one my jobs is to ring into call centres, and record the call from my side (without them knowing), I rang once, I always say hello, or hi, some greeting, this poor guy went are you normal, I was a bit took back, thinking oh no hes cottoned onto Im a mystery shopper, so acted daft (gd at that), said sorry youve lost me, this guy said oh its just that your the first person Ive spoke to all day that actually bothered to say hello.

Even if its a personal call I always try to be polite but there are exceptions when you get call centre staff that are rude if you dont buy etc.

linzibean

This is a bit of a bugbear for me; having worked in several customer service jobs (retail and office based) it winds me up no end when staff are rude or unhelpful. Yes, pay is generally pretty crap, but at least you're in employment, which is more than some folks can say. I worked jobs where customers were rude and treated you like hell, but if you at least make the effort to remain polite in return and as helpful as possible, you usually get a positive reaction and it makes you feel better if you act positive anyway.

Only last week I went into a bookstore in town and asked about a book I had seen the previous week. Shop girl made poor effort to look it up on the computer system, then just shrugged her shoulders and basically fobbed me off, then proceeded to ignore me and chat to her colleague. This in particular rubbed me up the wrong way as I have previously worked in bookselling and know it is so easy to search for a book even with minimal information (I gave full details which would have made it even easier!), either in your own stock system or online, and at least call another shop if you don't have any in stock.

As for call centres the amount of times I have had sarcastic or rude staff on the other end beggars belief! I know their jobs can be pretty naff at times but if I'm beig poilte and friendly, I expect at least a token effort to be the same in return!

mum2one

just remembered rant - this a classic.

were on hol in Devon, mum, (62), me (36) and daughter (5), in a cheapie shop and I was really polite,

me- sorry to trouble you the other day id got a startsign mug and coaster, have you got any more left -

assistant - you wear glasses. I suggest you use them as the mugs are right infront of your nose

I was fuming, but as they were only £1. where 2 shops down same were £5.00 thought Id let that one go

Looking through, my mother said, oh come on lets leave it, me I carried on looking, which my mother grabbed my arm and said were going.

Ok.......... though something must of happened, assumed (sorry mother), that she had passed wind and it smelt,,, I have no sense of smell).

Just as we left 2 people who were in the q walked out behind us, and said weve left becoz of u (I really thought she's stunk the place out)

It wasnt........... Got outside.....it transpires that

The one assistant said to another, it must be spastics day out today (Im on crutches), have them let them out and the other assistant did a hand gesture that I was mental, the 1st said - its no wonder she has to use the crutches the size of her"

That was I went back in asked had they got a problem, to which they denied it all, my mum had made it all up, so I asked why would she, shes got no reason to, they threatened to call the police as I was harressing them,,, it was all on cctv - the till point was covered...... so I stood my ground offered....no call to the police by them.....so I offered to call the police for them to save a phone call.... to which I was then told theres been a misunderstanding.

Misunderstanding my foot........it was funny when my daughter piped up my mummy is studying law. Ive never seen 2 people go so white, I walked out, wrote a letter to the manager of the shop no reply. but its off our list.

Rant over...

uktim29

setmefree2 wrote: »

TS
"It's never their fault"-How true......until we don't shop there any more, their profits dive....their share price dives and then....ahhhhhh all sweetness and light:o Karma:rotfl:

This is just what people like to think though but it's a delusion. In reality people are actually spending money, not holding onto it and the companies people don't like are still going on.

Look at all the companies people moan about on here, how many of them are actually suffering from the above post? More or less none. The ones that do will largly be down to increasing overheads and more competition that sells at a lower price/better ad campaigns etc, not one person who's decided not to shop there anymore because they had a run in with one of the staff.

naughty_10382

CHRISSYG wrote: »

where i work if the shop is busy the phone gets left but then you get customers then comming in complaining that you never answer the phone ! while all customers are important the one standing in front of me gets 1st priority.

If I'm ever having to answer the phones on my own, and I have a customer in front of me, I will ask the person standing there to excuse me a moment, while I answer the phone and tell the person on the other end that I'm with another customer at the moment so would they mind being put on hold for a second - most of them are fine with it.

I have had customers being rude to me before - just yesterday someone was very short with me when i asked them to repeat themselves - one of our phones is sometimes very quiet so i can hardly hear some people. When you have an enormous oven in the background as well, that makes it worse!

I have also had staff being rude - one that really annoys me is that some of these supermarkets have checkout 'pods' with 2 tills (back to back) in a pod. Once when I went to Tesco, the assistant spent the entire transaction going on about her new house to her colleague.

As someone who has worked as a customer service rep in most of her jobs (checkout monkey in 2 supermarkets, call centre phone monkey and now pizza place monkey) I will complain if I go somewhere and I am treated rudely, because I try my best to be as polite as I can be to my customers, I was brought up to be polite and I think it's shameful when others seem to be lacking in manners.

newnhak

uktim29 wrote: »

Have you ever had to work in customer service directly dealing with customers, you'd know properly about rudeness then.

Oh I have indeed been on the other side of the fence and experienced customer rudeness first hand on many an occasion. The worst place for it was when I worked at a petrol station. Lots of people thought they could treat you like you had no brain and not many people were happy to be in there (I mean who actually wants to buy petrol)

I am sorry if my original rant was biased - there are a lot of really nice customer service people out there but last week I didnt seemed to be encountering them! The kitchen guy certainly wont be getting my business - apart from the above he also insisted he wanted my partner to be there when he called back even though I told him several times that I am dealing with the kitchen. Obviously he thinks fella holds the purse strings!!

uktim29

newnhak wrote: »

Oh I have indeed been on the other side of the fence and experienced customer rudeness first hand on many an occasion. The worst place for it was when I worked at a petrol station

I worked at a Motorway service station ages ago and know all about this! For a few years it opened on xmas day but it never took enough money to make a profit so they decided the next year just to have the petrol bit open, after all it did snacks/coffee etc.

I was amazed to come back into work after xmas and have the person who did that shift tell me they actually had people have a go at them that the main site was closed. Not in a joking way but actually shout, it was xmas day !!!!!!!!!! Thats what I hate about this country and some of the people in it, they are so selfish it's and up their own !!! it's beyond belief.

catlover1_2

newnhak wrote: »

Hi

Just wanted to vent about the rudeness of customer services people.

Yesterday I asked a kitchen company rep to come round and give a quote on my kitchen - he was here 10 minutes and his phone went off 4 times and each time he answered it. After the first time I would have expected him to turn it off but nope. Don't think I will bother with them.


Ok - rant over :rolleyes:

Karen

Sorry not really sure what your problem is here how was the person rude??? my receptionist is told to acknowlege the person waiting ... e.g I'll be with you in a minute then answer the phone ... to ignore/ pretend the person deosn't exist would be rude but not to answer the phone ... and to expect the rep to turn his phone off ... what , why how is it better manners to ignore the phone ?????? Why on earth would he turn his phone off ...

Quaint1

I'd say because he was there for an appointment, he might be expected to devote his attention to the potential customer he was there to meet and not to the 'phone - presumably the 'phone has voice mail so he could pick up his message afterwards.
Au Res.,
Paul