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  • #1

    Coworker Is Pushed Over the Edge

    A Coworker was having a difficult time with a customer, several of us were listening to his side of it, could not hear what customer was saying but could see coworkers facial expression.

    Suddenly coworker says "you really want to fight me? You want to see me in person?"

    Coworker grabs his jacket and heads out, saying to us on the way "bastard is downstairs in this building on the salesfloor according to the phone logger ID".



    Don't know what happened next my shift ended.Will probably hear tomorrow.
    Customer "why did you answer the phone if you can't help me?"
    Tags: None
  • #2
    Don't leave us hanging! Oh my god!
    Labor boards have info on local laws for free
    HR believes the first person in the door
    Learn how to go over whackamole bosses' heads safely
    Document everything
    CS proves Dunning-Kruger effect

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    • #3
      Can phone calls from the sales floor be transferred to call center? Cause, that's what I would guess happened. Customer wasn't actually there, but called sales floor instead and was transferred to call center.

      Or he was actually there and coworker is fired.
      Make a list of important things to do today.
      At the top of your list, put 'eat chocolate'
      Now, you'll get at least one thing done today

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      • #4
        i'm betting the customer didn't expect anyone to take him up on the threat....

        i hope the coworker isnt in trouble!

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        • #5
          Oh my god.......i wanna know the rest of this story!!!
          We are the willing, led by the unknowing, doing the impossible, for the ungrateful, we have now done so much, for so long - for so many, with so little, we can now do anything with nothing!!!

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          • #6
            O_O Oh man. Please do update!

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            • #7
              Holy crap, what happened?
              ......../\
              ....../__\
              ..../\...../\
              ../__\../__\

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              • #8
                ok, here's what happened.

                As I said I was on a call at the time, but looking over at coworker and could hear what he was saying.One of the other workers put her customer on hold and went to tell a manager what was going on (I don't know, maybe I should have done that? It didn't occur to me to intervene at that moment)

                The manager caught coworker going downstairs and asked what had happened.Apparently the customer had been really swearing at him - he should actually have terminated the call - but the customer then got personal and threatened what he would do if he saw him - and so coworker decided to go and see customer.

                Manager asked coworker to go back to his desk and write a report of the customer's unacceptable behaviour. Manager then went downstairs to see if customer was still about. I am not sure after that whether the customer was still there and manager spoke to him in person, or whether obviously his details were on the log of the call coworker took, so manager spoke to him by phone.

                But anyway the outcome was, coworker was not told off, and was given time off the phone to recover from "shock at being threatened".Customer was told that his behaviour would not be tolerated and the police would be called if he ever threatened a worker here again".

                And I had thought I would hear that coworker was fired when I got in this morning.

                Quoth r2cagle View Post
                Can phone calls from the sales floor be transferred to call center? Cause, that's what I would guess happened. Customer wasn't actually there, but called sales floor instead and was transferred to call center.

                Or he was actually there and coworker is fired.
                I don't know, but yes that was possibly how the call got through.It can happen like that and show as salesfloor when customer is elsewhere.
                Last edited by iradney; 06-17-2010, 11:30 AM.
                Customer "why did you answer the phone if you can't help me?"

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                • #9
                  Sometimes having to deal with jerks does make you snap. But CW didn't make it down, there CW was intercepted. I get the intentions were there but it wasn't carried out. Hopefully CW won't be fired. Maybe a good vacation for CW. Jobs are stressful and after awhile of being abused all day by people, snapping is possible. I've snapped to the point of yelling at people but lucky for me there is a cage protecting them jk me.

                  That situaton sucks...Maybe CW should just get suspended or something but fired?

                  Comment

                  • #10
                    Quoth TelephoneAngel
                    Customer was told that his behaviour would not be tolerated and the police would be called if he ever threatened a worker here again".
                    Yay... happy dance. Awesome manager, and I hope coworker is over being so pissed. Though, it wouldn't hurt for coworker to be coached to learn to not take things personally. That just gives the customer the upper hand.

                    Whenever we have customers threatening harm to our servicers in the field... immediately - codes, whistles, red flags, etc go on the account and police are always called for an escort whenever any work has to be done on that property.
                    Make a list of important things to do today.
                    At the top of your list, put 'eat chocolate'
                    Now, you'll get at least one thing done today

                    Comment

                    • #11
                      although i do like seeing sucky customers being pwned
                      i'm glad it didn't come at the expense of your coworker's job.

                      it sounds like manager is really looking out for the workers.

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                      • #12
                        Quoth TelephoneAngel View Post
                        Suddenly coworker says "you really want to fight me? You want to see me in person?"

                        Coworker grabs his jacket and heads out, saying to us on the way "bastard is downstairs in this building on the salesfloor according to the phone logger ID".


                        oooo I remember being sent out to deal with an Irate customer at my call center-reason being-coworkers and manager knew I'd keep my cool, and only throwdown if absolutely necessary-it wasn't. Customer was scared sh*tless by a 5'5" goth chick in bondage pants, silver doc martins, steel plate collar, blue hair, and sunglasses-speaking in a very icy tone. According to the receptionist and the security guard-the temperature in the room dropped 10 degrees when I stepped into the lobby.
                        Honestly.... the image of that in my head made me go "AWESOME!"..... and then I remembered I am terribly strange.-Red dazes

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                        • #13
                          I'm reminded of the time I called a SC on his threat when I worked at the movie theater.

                          Either way, good on your manager stopping things from escalating.
                          PWNADE(TM) - Serve up a glass today! | PWNZER - An act of pwnage so awesome, it's like the victim got hit by a tank.

                          There are only Four Horsemen of the Apocalypse because I choose to walk!

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