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View Full Version : I'm a'callin you out.


Sarcastro
10-20-2010, 03:16 AM
Got fed up with an SC today and sort of told him off today. That's normally not a big deal only today my boss was live-monitoring me. Soooo I'm not really in trouble but I'm already not on good terms with my new supervisor so this probably didn't help my case.

Me: ...I do apologize for the confusion but I'll be happy to try to clear up the bill.

SC: You know, you can shove the f%#king apology, I want to know why you sent your N%#ger thug collector to my house after I just paid my bill last Friday?!

Me: Well, I object to your characterization of our collectors using racial slurs but I would be happy to...

SC: Oh shut up. I just spent $470 that I was going to use to feed my family to pay you your f%#king extortion money. My kids are going to starve so you can get your huge paycheck. You must be damn proud.

Me: *annoyance building* Ok so what, may I ask, is the purpose of your call today?

SC: *mockingly* The purpose of my call is to ask where I can complain and to get compensation.

Me: I can register the complaint and submit it to management right now if you'd like.

SC: Submit this, you're a bunch of f%#king mafia thug a**holes and I hope you all burn in he'll from the janitor all the way to the CEO. Read that back to me.

Me: Sir, complaints are usually about specific business practices or incidents with employees. These are taken very seriously at this company and action is always taken and a response given. If the issue is with the amount of...

SC: Isn't it your job to write down my complaint?

Me: Yes but...

SC: AND did you write down my complaint?

Me: If it were a serious complaint then...

SC: SO what you are telling me is that you can. Not. Do. Your. Job.

Me: I understand you're upset but if you work with me we can sort this out and...

SC: Again with the fake understanding bulls%#t. You can't even do ONE simple thing I ask you to do and you think you can make it all better with your "please" and "I'm sorry". You're just a big a prick as the company you work for. Maybe if you took their d%#k out of your a** for a second...

Me: *snap* Alright, you know what. You're right. Please and I'm sorry doesn't seem to be working so let's try honesty.

SC: you...

Me: If you want to understand why we sent a collector or why the bill is high or when the statements are due or what we can do to make sure you don't get disconnected I can do that for you right now IF you work with me.

SC: you think...

Me: BUT if the goal of your call is to take out your frustration out because you're mad at the company and you don't really care either way that this same thing is going to happen in about another TWO WEEKS then say your peace and then hang up because there's a lot of people on hold that actually DO need my help. So it's up to you. What can I help you with???

SC: Blergh rragh durr *speaking in tongues?* Who do you think you're talking to?!

Me: I'm done with this conversation let me get you to a supervisor. *put him on hold while he's still wharrgarbling but he hangs up after 3 seconds.*

It's been sort of a crappy day at this point immediately after the call and just as I'm taking a deep, calming breath my phone line rings. I pick up and it's my boss. "Sarcastro, wanna come to my office for a sec?". So I walk over and she looks at me with her giant eyes that I've only seen in frightened cows and she says "Soooo that call could've gone better." At this point I realize she was listening to my call from her office. I'm not officially in trouble because that's not the way she operates. She'll sit on little things you did until HER boss is there so she can toss these things out in front of everyone in a subtle way to make you look bad. I would give my left gonad to have my old boss back. Just 5 more months man... Then I can say "F" these customers, "F" my new boss, and "F" this job. Then I'll plant a big wet one on my old boss and tell her how she's the best boss in the history of ever anything while security drags me out. It. Shall. Be. Glorious.

Irving Patrick Freleigh
10-20-2010, 03:21 AM
SC: Blergh rragh durr *speaking in tongues?* Who do you think you're talking to?!


"A racist shitdumpling."

Oh man, your job isn't worth having if you're being "coached" for understandably losing your cool with an abusive jackass.

Sarcastro
10-20-2010, 04:21 AM
"A racist shitdumpling."

Oh man, your job isn't worth having if you're being "coached" for understandably losing your cool with an abusive jackass.

Yeah, man. 5 years at that hellhole is enough. I just have to stay there long enough to save for a big move and a few months of rent in a new city while I apply for a much better job with the degree that's been collecting dust in my closet. I just need to keep from defecating on my new supervisor's desk in a fit of rage for another 5 months and I'll be home-free. Then on the final day, the defecation will commence.

bainsidhe
10-20-2010, 04:34 AM
I've never understood call center mentality where you have to accept vulgarity, cursing and insults with a please and thank you and then pleasantly ask the raging asstard if they'd like to add more to the steaming pile of bullshit. Some swearing I can understand, but when it gets personal *click*.

I hope you don't get in trouble because that was still a much more polite response than that asshole deserved.

searssoulslave
10-20-2010, 04:34 AM
I'm ashamed to admit this but I once got verbally abusive with a call center rep in regards to a fine I was receiving for something I didn't do. (Please don't hurt me!!!) The woman I was on the phone with however did much the same thing you did and took a Don't Mess With Me tone and said things WORSE than you did. I honestly think that wasn't that bad. What are you supposed to do be completely stoic when a person is being a total artard like that? Because if you ask me you just asked him to finish up his spiel so you could do your job. But lots of luck on the move/new job you're planning. You deserve better. :-)

Sarcastro
10-20-2010, 06:04 AM
I'm ashamed to admit this but I once got verbally abusive with a call center rep in regards to a fine I was receiving for something I didn't do. (Please don't hurt me!!!) The woman I was on the phone with however did much the same thing you did and took a Don't Mess With Me tone and said things WORSE than you did. I honestly think that wasn't that bad. What are you supposed to do be completely stoic when a person is being a total artard like that? Because if you ask me you just asked him to finish up his spiel so you could do your job. But lots of luck on the move/new job you're planning. You deserve better. :-)

Honestly, I've worked with reps that were complete asswipes. Some of them have this defense mechanism of starting off with attitude before the customer even says the first word. So sometimes going off on a rep with a stinky attitude is understandable. Personally I don't mind customers cursing. I've had calls that start with customers calling me every name in the book and end up with the customer apologizing to me for being an asshole and thanking me for helping them with their problem. In the end, I'm there to get things done so there's only so much hyperbole, rhetoric and histrionics I'll abide before I start being realistic with customers. Honestly I think I handled it ok. Sure I could've handled it without the "I'm done with this shit" attitude at the end but honestly, I really was done with that conversation. See, a supervisor can hang up on a customer and not get fired for it, while I can TOTALLY get fired for hanging up on a customer. And now that management is looking for reasons to fire us to replace us with contractors at half the cost then it's getting easier every day to screw up enough to get fired. Ideally what you're supposed to do is when you realize that the call is going nowhere you get it over to a supervisor. The customer will either realize that he's got someone with some authority and work with them or continue with their asshattery and have their next conversation with Mr.Dial Tone.

The best way to fight the system is to stay calm, think out your argument, ask to speak with a supervisor if you're getting nowhere with the first rep. If the supervisor doesn't help or if they refuse to transfer you (aka I AM a supervisor) then go to whatever regulatory agency, government department is in charge of that company/agency/etc. Also, it's best to let the agent/supervisor know that you'll be doing so. At my job if you threaten to go to the public service commission you'll usually get whatever you want from the supervisor without getting any problems.

The thing is as soon as you get down to the customer's level then you've lost the high ground and therefore, control of the call. That's one thing you can't lose when you also can't hang up. But hey, losing your cool happens, it's not a big deal. I know some day one of my customers is going to stumble across this website and see what I posted about them. Then it's going to get fun. But thanks man, I need as much positive energy as I can get to make it through these next few months without going crazy and taking everyone with me.

Marmalady
10-20-2010, 07:00 AM
I know some day one of my customers is going to stumble across this website and see what I posted about them. Then it's going to get fun.

Don't worry Sarcastro, even if they did stumble across this site - we all know that customers can't read! :D

Mytical
10-20-2010, 07:07 AM
*nods* First they have to learn to read, and we all know SC's don't bother reading. Then they have to figure out what the internet is, and on that day the four horsemen will be unleashed. After that they will have to figure out how to maximize the screen (Reference to Wenchie's unfortunate dealing with an SC). Accomplishing all that, they would have to stop watching porn long enough to do a site. I think you are safe :p.

Thatgirl71
10-20-2010, 07:29 AM
My sister works at a call center, I do not know how she does it, I spent the day with her at her job and was just astounded at all the rude fuckhats she took calls from. Luckily for her she has a mute button that she can use to say shit and they can't hear.
I filled out an application there and thank the gods they never hired me (they didn't want family working together). I give praise to anyone that works in one.

Mytical
10-20-2010, 07:31 AM
*nods* I worked in one for a very small amount of time. *shivers* .. Honestly can say not sure which was worse..my experience as a CSM in Wally World, or working in the call center.

shadowpanda
10-20-2010, 07:41 AM
Good Lord!!
I have never worked in a call centre (yet) but how would your supervisors feel if you were serving behind a counter with a customer face to face blaring away at you?! You don't get paid or supported enough (i.e offered chill out times) to take the crap that some customers spout out.
I'm sorry you had such a sucky day but it's a means to an end for now and you'll be outta there before too long

Shadow

ExRetailDrone
10-20-2010, 01:15 PM
Don't worry Sarcastro, even if they did stumble across this site - we all know that customers can't read! :D

Oh, they can read, but they'll just see the words they want to see. So they'll read through some of these posts and think that they're being praised and worshiped like the deity they believe they are :p

Sarcastro, I'm so sorry you have to deal with such asshats, especially now that you aren't under your awesome supervisor anymore :( May these next 5 months fly by so you can escape and never look back!

Mondestrucken
10-20-2010, 03:48 PM
I had a customer who was going off every 5 seconds and he would not let me get a word edgewise, so finally I interrupted him and said, "Do you want me to help you, or do you want me to just sit here while you vent? I can do either, but not both at the same time, and only one option is actually going to do you any good."

Some losers just love to gripe, whine, swear, and be generally abusive to you because the alternative is that they recognize the truth: They are the ones reposnsible for their own failures in life.

Andara Bledin
10-20-2010, 05:16 PM
Just 5 more months man... Then I can say "F" these customers, "F" my new boss, and "F" this job. Then I'll plant a big wet one on my old boss and tell her how she's the best boss in the history of ever anything while security drags me out. It. Shall. Be. Glorious.
Don't forget to film it so the rest of us can revel in the spectacle of your departure.

Then on the final day, the defecation will commence.
As you've been there too long to not use the place as a reference, I would suggest you refrain from the defecation until after you have secured new employment

Then they have to figure out what the internet is, and on that day the four horsemen will be unleashed.
*psst* Five horsemen... don't forget Gravekeeper. :p

^-.-^

MoonCat
10-20-2010, 08:17 PM
Most of my managers over the years have been good about backing us up on things like this. We've only had one or two who said don't hang up, transfer them to me. Once they start swearing or making threats, I get rid of them. My manager has hung up on a few.

Captain Trips
10-20-2010, 09:47 PM
Well, let me say that I agree with your boss on one point: that call could have gone better.

That being said, there's the valid counter-argument: yes, but there's nothing YOU could have done to make it go better, the customer had made that impossible.

Personal opinion: there would be fewer sucky customers if more csr's could go off on idiots the way you did -- they'd realize that what the crazy lady on T.V. told them to do just will NOT work!

"But then again, I believe that water is wet, so what do I know?"

BaristaTrav
10-21-2010, 07:02 PM
Oh no.. oh no no no.. I am assuming you work for a large corporation.. I did too, many moons ago, for several large companies, doing CSR. No boss on earth can get away with expecting you take racial slurs, sexual slurs, and profanity-laced personal insults without doing one simple thing.. hanging up. I'm assuming you have an HR department? I would make friends with someone there. You are under no obligation to take that sort of abuse from anyone, and if your "boss" thinks you are, she needs to have a talk with HR.

Midnight
10-21-2010, 07:23 PM
Kudos to you my friend. You must have the patience of a god to have to tolerate that and handle it as well as you did. NO ONE deserves to be talked to in such a matter. Wouldn't blame you one bit for defecating on your bosses desk on your last day if she's going to pretty much side with the SC's on that one.

patiokitty
10-21-2010, 09:07 PM
I used to work in a call center where we were expected to put up with all sorts of personal verbal attacks and if we hung up on the caller we got in shit. Needless to say, I don't work there anymore. I was absolutely astounded when, still in training, we were told that under no circumstances at all were we to disconnect from a call...even if the caller was making death threats against us and our families. Sure, we live nowhere near the callers are, but that is not the point. It was even reiterated by HR when they came in to have their chat with us, and let me tell you that I wasn't exactly popular with HR when I told them that their so-called rules violated our personal rights and that no employee should be expected to put up with being treated like crap in the name of 'customer service'. I didn't last long there but then I didn't expect to...at least I quit before I got fired for telling a customer to shove their attitude up their ass.

Sarcastro
10-22-2010, 01:37 AM
Can't hang up on customers at all unfortunately. If they start getting vulgar then we're supposed to get them to a supervisor that does have the power to hang up. The thing is I can usually turn calls like that around with verbal Kung Fu and end up taking care of the problem. I've had calls start like that and end with the problem resolved, customer satisfied, and sometimes even a commendation. Also if we transfer a lot o calls it counts against our stats and at this point that's one of my few good stats I have left.

Also, in a sick way, I kind of enjoy the confrontation sometimes. I'm weird like that. I'm the nicest person you'll ever talk to if you're not being a douche. If you're being a douche but have a legitimate gripe then I'll bust my butt to help you out as much as I possibly can. If you're being a douche for the sake of being a douche... I will deststroy you, pop your bubble of self importance, and slap on the camel clutch of passive aggressive mockery.

My new boss picked out a few of my worst calls to try to make an example of me in front of my new team thinking she would try to embarrass me. All it did was make them laugh at the way I messed with the customers. Sorry bosslady, you just gave your team a class clown to emulate.

bsaana
10-22-2010, 07:26 PM
I'm glad about the call center I used to work at now. They had a policy where if the person was being vulgar and such you warned them, pushed a button on the phone to flag the call to be kept, and if they continued you could tell them that you were disconnecting the call. I never had to do that, and the only time I heard some of those words were when I told someone about a feature of his new printer - he tried it and said "son of a b**** it worked". There is no reason anyone should have to put up with that type of crap.

Anakah
10-23-2010, 08:21 AM
Man you kept your cool way longer than I would have. Why the hell should you have to take that abusive shit? Once the customer starts cussing, all niceness is gone. I don't think you should have gotten into any kind of trouble. I think you handled it way better than I would have. Your new boss seems like an idiot. I bet she couldn't have handled that one. Who can with a jerk screaming in your ear !? You did good forget that stupid customer and anybody else who says anything negative.

RavenStarr
10-24-2010, 03:48 AM
Ok when I saw the title, the first thing that came to mind was Yosemite Sam when he called out Bugs Bunny.

tropicsgoddess
10-25-2010, 02:55 PM
I think it sucks that you got coached for "losing your cool" by your sup. I think you did good with that asshat and I can tell you most reps would've gone postal on that SC. Hey, only a few more months, so for the time being think happy thoughts, happy thoughts... Puppies, ice cream, fat people falling over (this is a quote from Malcolm in the Middle btw).

Food Lady
10-26-2010, 04:49 PM
I don't think there was anything wrong with how you handled that call! And even the "I'm done with this" was totally appropriate to the situation. He had already called you a liar, thrown slurs at you, etc. You STILL apologized and tried to resolve it. He didn't deserve your help anymore. I'm absolutely incensed at your boss' reaction. My supervisors would not have allowed that abuse to occur in the first place. But I don't work in a call center.

PepperElf
10-27-2010, 12:54 AM
"Soooo that call could've gone better."
Yeah, cos the customer wanted to bitch at someone vs actually fixing the issue.

You know what? I think your supervisor just volunteered to take every single screamer call. She wants it handled better she can talk to them instead of you.

:devil: