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Question for Tech support people or Customer Service?

M

Mayfriday0529

Diamond Member
What is your company policy if a customer gets on the phone and automatically starts yelling and cursing at you?

We had this guy yesterday call in and he actually called one of our tech support agents a "bitch"

 
Common-sense would dictate to tell the customer to calm down. If he doesn't, say please call back when you're ready for help. <click>
 
Being abusive with are tech support dept will result in termination of the account. As soon as the customer is informed of this they usually calm right down
 
Originally posted by: fs5
Common-sense would dictate to tell the customer to calm down. If he doesn't, say please call back when you're ready for help. <click>
Click to expand...


The customer kept yelling, so the guy who took the call was a new guy so he didnt know what to do. So i told him to put him on hold and get one of the supervisors take the call.

Man after that if was funny... he kept his attitude going and my boss kept telling him to calm down or we can't help you. He somewhat calm down but anything you asked him to do anything he would go nuts again... finally my boss told him that we could not help him at that state.

Personally if i had picked up the called and he called me a bitch... click goodbye.
 
"Did you just call me a bitch? Oh no you didn't! I'm gonna send my homies out and do a drive-by on your bitch ass. I know where you live, motherfugger!"
 
Originally posted by: TechITguy
Being abusive with are tech support dept will result in termination of the account. As soon as the customer is informed of this they usually calm right down
Click to expand...

OUR

OUR

 
Our reps are allowed to terminate any abusive call by stating a pre-written statement from Human Resources and hanging up.
 
The Call Center that I work at we cannot disconnect for any reason unless closing the call. Even if they are abusive.

Usually doesn't bother me when they are like that. I keep the same tone no matter what, and have found that keeping a soothing tone works fine for calming them down.
 
When I did tech support we weren't allowed to disconnect either. Just had to say I'm sorry you feel that way, I understand, I would feel the same way too. Please sir or maam, I do understand your situation.
 
I used to actually work at a telephone survey place, we were never to hang up on the other person under any circumstances. I usually just checked to see if there was anyone in the monitoring booth before hanging up on their ass.
 
I worked in customer service for 3 years during college... general policy was to try and get the customer to calm down, and then see if you can find out what the situation was so we can work on a way of resolving it. if the customer would not calm down, the response was something along the lines of "sir/ma'am, please call back when you're willing to let us help you." *click*.

we didn't operate on scripts, though, so responses were pretty much improvised.
 
Originally posted by: Jnetty99
What is your company policy if a customer gets on the phone and automatically starts yelling and cursing at you?

We had this guy yesterday call in and he actually called one of our tech support agents a "bitch"
Click to expand...

hahaha, bitch? That's it? That's *nothing*. :laugh:

Seriously, bring this up in management to see how they want you to handle it. When I was doing call-center work, the policy on offensive customers changed depending on what company I was working with. Some companies allowed me to hang up after 2 warnings and a 3rd offense. Others let me hang up immediately following a warning after the first infraction.
 
When I worked 1st level, we always gave 3 warnings to calm down before hanging up on the abusive callers.
 
I give them ONE chance to correct their action and then I hang up. If they are frustrated at the situation, and not me (aka "I hate this POS computer vs. "you're a POS") I give them a lot more slack. Everyone gets frustrated at the situation, just deal with ME professionaly and we're OK.

We don't have an actual poilcy, but I know when my managers will support me. Creating a "hostile work environment" (HR buzzword, say this phrase and watch HR jump!) won't work with me.
 
Try and see if you can talk nice to the customer and calm him down. If he continues to yell, put him on hold and get the duty manager on the phone.
 
I would just stay silent for a while. Then when they finished they would ask if I was still there I would wait a sec and then say yes, 'sir I'm here'. I would then just repeat the problem and ask if it was correct, if they started going at me again I would do the same thing over again.
 
Originally posted by: Nik
Originally posted by: Jnetty99
What is your company policy if a customer gets on the phone and automatically starts yelling and cursing at you?

We had this guy yesterday call in and he actually called one of our tech support agents a "bitch"
Click to expand...

hahaha, bitch? That's it? That's *nothing*. :laugh:

Seriously, bring this up in management to see how they want you to handle it. When I was doing call-center work, the policy on offensive customers changed depending on what company I was working with. Some companies allowed me to hang up after 2 warnings and a 3rd offense. Others let me hang up immediately following a warning after the first infraction.
Click to expand...


well he told "bitch" to the new guy so he was not expecting that. He was cursing every other word you can think of and how we suck and we can't solve his problem.

So them my supervisor got the call and said i won't help you if you don't calm down.
Then he starts to listen but then when he told him something like. "could you please check the following" he would start bitching again... oohhh what does that have to do with it, you don't know anything, put someone on the phone that knows what they are doing etc etc.

it was funny.
 
Originally posted by: Jnetty99
Originally posted by: Nik
Originally posted by: Jnetty99
What is your company policy if a customer gets on the phone and automatically starts yelling and cursing at you?

We had this guy yesterday call in and he actually called one of our tech support agents a "bitch"
Click to expand...

hahaha, bitch? That's it? That's *nothing*. :laugh:

Seriously, bring this up in management to see how they want you to handle it. When I was doing call-center work, the policy on offensive customers changed depending on what company I was working with. Some companies allowed me to hang up after 2 warnings and a 3rd offense. Others let me hang up immediately following a warning after the first infraction.
Click to expand...


well he told "bitch" to the new guy so he was not expecting that. He was cursing every other word you can think of and how we suck and we can't solve his problem.

So them my supervisor got the call and said i won't help you if you don't calm down.
Then he starts to listen but then when he told him something like. "could you please check the following" he would start bitching again... oohhh what does that have to do with it, you don't know anything, put someone on the phone that knows what they are doing etc etc.

it was funny.
Click to expand...

Your super should have gone straight to the point and been like "the reason we can't help you is that you refuse to follow direction that we're giving you to help you, dumbass! People like YOU are the ones that drive up call volume and hold times for others because you refuse to STFU and listen. If you want to call and complain to someone, call your mother. If you want help with something, call and immediately STFU so we can help you!"

😛
 
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