I am a drone..do not yell at me!!(Customer Svc Rant)

The BBQ Pit
61

**On the other hand, I try being really super faky nice, which really pisses them off. It’s snotty, but they can’t PROVE it’s snotty!
**
See,this is usually my attitude.I go out of my way to be nice to asshats like the one in the OP.Makes em even more mad.Once,when I worked for Sears,I had a guy rant to me about the return policy on shoes,and because I was SO nice about explaining in detail the policy to him,he not only accused me of smiling too much but hurled a pair of workboots at me.At which point I ducked,grabbed the phone and had security haul his happy ass out.

IDBB

62

I worked for a company who’s policy was “If someone’s an asshole, we don’t need their business.”

If an asshole customer (as opposed to a nice customer, or even just a calm customer) threatened to take their business elsewhere the response was a police version of “buh bye!”

Said company wound up being the best in the state. Until it got bought out by the next big fish and everyone got layed off. But the owners, the ones who set the policy, came out millionaires. Both of 'em.

My point? Like Guin said, for every asshole whose business you lose there’s 10 good customers in their place.

63

In our call center, we are the Sales Dept, in addition to being Billing, Technical Support, and Complaints. (That last is unofficial, but what can I say? I’m not allowed to hang up on them. :slight_smile: ) I have no one to pass calls to, and three quarters of the time, I’ve already messaged my Super and already told you exactly what they told me. And like Fenris and hardygrrl have mentioned, my supervisors – despite the job title – are currently doing more than just waiting around for you to demand to talk to them. :rolleyes: They are fielding calls from other agents on the floor who need advice on a technical or billing issue, monitoring queues, monitoring our networks, and a hundred other administrative tasks that I am not privy to. But trust me, they are working. At the very least, let me have the option of having someone call you back. They will. I swear. But refusing to get off the phone for 45 minutes until I finally manage to take the only supervisor on the floor away from his other duties is not helping either of us.

There is a reason we have long hold times. Because customers on the phone often (not always, or even most of the time, but often enough to make a difference) act like spoiled children.

breathes out Apologies for the ramble . . . I think I need to get out more.