I'm a'callin you out.

[Sarcastro]

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]

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]

"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]

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]

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]

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]

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!

[Mytical]

*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 .

[Thatgirl71]

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]

*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]

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]

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

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

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]

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]

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.

^-.-^

[MoonCat]

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.