Today I had a caller who has called in multiple times (he had about fifteen pages of notes - most have customers one or two pages) and been so verbally abusive to the CSRs that he had a manager at his local office assigned to his account. If the customer calls in to one of the global call centers, we are to refuse to work with him and refer him to this local manager, partially due to the abuse he hurls at reps and partially due to the ridiculous amount of credits he demands.
My newly hired agent told him this and he demanded to speak to a supervisor. Here's the sucky part of the dialogue:
C: This is a violation of my first amendment rights!
M: No it's not.
C: I love the first amendment and I know you're violating it!
M: I like it too which is why I know it refers to Congress and the government, not privately owned corporations.
C: No, you're violating my first amendment rights and my civil rights! This is just like a fast food restaurant refusing to serve black people. You do know that's illegal, right?
M: Yes, I do know that's illegal. It's called discrimination. It is also completely differently from this situation. The best option for you at this point is going to be contacting Mr. (manager)
C: Why do I always have to call him?
M: The notes on the account indicate it is because you are verbally abusive.
C: I'm not verbally abusive! Just because some damn pansy ass fruitloop doesn't like non-PC language doesn't mean I'm verbally abusive! That's what's wrong with society! Everyone's so sensitive! This is ridiculous!
M: Again, the best option you at this point is going to be contacting Mr. (manager)
C: Fine, I will.
Granted, my soft skills could have been much better, but crazy people are too tempting.
My newly hired agent told him this and he demanded to speak to a supervisor. Here's the sucky part of the dialogue:
C: This is a violation of my first amendment rights!
M: No it's not.
C: I love the first amendment and I know you're violating it!
M: I like it too which is why I know it refers to Congress and the government, not privately owned corporations.
C: No, you're violating my first amendment rights and my civil rights! This is just like a fast food restaurant refusing to serve black people. You do know that's illegal, right?
M: Yes, I do know that's illegal. It's called discrimination. It is also completely differently from this situation. The best option for you at this point is going to be contacting Mr. (manager)
C: Why do I always have to call him?
M: The notes on the account indicate it is because you are verbally abusive.
C: I'm not verbally abusive! Just because some damn pansy ass fruitloop doesn't like non-PC language doesn't mean I'm verbally abusive! That's what's wrong with society! Everyone's so sensitive! This is ridiculous!
M: Again, the best option you at this point is going to be contacting Mr. (manager)
C: Fine, I will.
Granted, my soft skills could have been much better, but crazy people are too tempting.
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