Dealing with difficult customers reminds me of a job I had beginning in April 2003 & ending in February 2004 when I was laid off.
I worked in the healthcare industry as a file clerk. My desk was located in the collections area, & so I heard the collectors make their phone calls. One particular collector argued on the phone with the customer service reps regarding almost anything (ex: repeating information, being transferred to a manager, constantly leaving voice mail messages at a manager’s extension ect.). She did this because she felt that the more she argued the more results she would get.
My questions for the customer service reps are….
• How effective is arguing?
• Do managers ignore voice mails from people like this?
I worked in the healthcare industry as a file clerk. My desk was located in the collections area, & so I heard the collectors make their phone calls. One particular collector argued on the phone with the customer service reps regarding almost anything (ex: repeating information, being transferred to a manager, constantly leaving voice mail messages at a manager’s extension ect.). She did this because she felt that the more she argued the more results she would get.
My questions for the customer service reps are….
• How effective is arguing?
• Do managers ignore voice mails from people like this?
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