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So why do people try this?

nobody

By nobody,
in Huddle Lounge

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mr beauxjangles Newbie

mr beauxjangles

Posted
Posted

Same reason people go for snide comments on the huddle. Some people are kind because they were taught or believe that kindness is an important quality to their personality and to humanity in general. Others see kindness as something that is required by social contract because there are consequences for being rude. Remove those consequences - either through anonymity or through never having to see someone ever again - and you get dickheads. Lots and lots of dickheads.

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Happy Panther Grand Master

Happy Panther

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Posted

Ok I work in customer service and I have to ask a question - why do people go for the snide comments and yelling ploy? Has that ever actually worked for anyone? If so I would love to hear it.

Basically your company pissed me off and despite the fact that you have done nothing wrong you are the representative who is designated to pick up the phone.

I'd love to speak with the CFO who made the decision to screw me over but I will never get ghrough to him/her.

FWIW I am never the guy who yells at customer service reps

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nobody Newbie

nobody

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Basically your company pissed me off and despite the fact that you have done nothing wrong you are the representative who is designated to pick up the phone.

I'd love to speak with the CFO who made the decision to screw me over but I will never get ghrough to him/her.

FWIW I am never the guy who yells at customer service reps

Cool feel you on that..... what I mean is if I have the power to help you as soon as I understand your problem wouldnt you want to try seeing if I can help you then going off if I cant?

*note people seem to think by customer service I am the guy sitting on the phone talking to you...... this isnt what I do exactly.

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g5jamz Newbie

g5jamz

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People feel the customer is always right.

Guess what...they aren't. If they are proven not to be and still are beligerant, smile and ask if there's anything else you can do for them.

That or they are still operating under the "squeeky wheel gets oiled" modus operandi.

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Happy Panther Grand Master

Happy Panther

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Cool feel you on that..... what I mean is if I have the power to help you as soon as I understand your problem wouldnt you want to try seeing if I can help you then going off if I cant?

Damn right. Nothing like getting a good CS rep on your side.

I bet you can attest that you can pull strings. Depending on what your role is.

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Anybodyhome Grand Master

Anybodyhome

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After my 20 in the Navy I spent almost 18 with Lowe's Home Improvement. I can honestly say I did my best to help people and answer their questions everyday. On the opposite side of that coin, I also have never believed nor espoused to the notion the "customer is always right." Sorry, they aren't.

I had no issue telling a customer to calm down and lower their voice because the longer they yell and be obnoxious, the less inclined I am to help them out. On one occasion I actually walked with a customer into the parking lot to their car and told them to never step foot in my store again when they complained about the mentally challenged kid that wasn't loading their truck fast enough.

I had a drunk customer drop the MF on a female cashier, yelled at her until she was in tears and when I came around the counter and went nose to nose with the POS, I told him (with a few other customers within earshot, unfortunately) that I would beat his ass right then and there if he didn't GTFO of the store.

I've never spoken to anyone in the CS business that way and I don't tolerate other people doing it, either.

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