Yelling + abusive = no service

[raw456]

So I just had this gem of a customer on the phone. His new pump has been leaking for about a week. He called his installer a week ago, but they only booked a service with us yesterday afternoon. To say the customer was unimpressed is putting it mildly. Obviously this is all our fault, so he then spent the next 5 mins yelling, screaming and abusing me, demanding a new pump, etc, etc…….

I called the technician and asked him to call the customer to book a service call, he called me back 10 mins later to tell me the customer yelled at him, demanded a new pump, etc and was so abusive the technician hung up on him and is now refusing to service him due to his behavior. (A policy I wholeheartedly agree with)

Whilst I was on the phone to the Techo, the customer has called me again, no doubt to yell and scream some more. I think I will let the customer stew a bit before I call them back

When will my customers realise the more they yell, the less they get from me. I do not cave to "demands" and I have a very supportive boss who will back me up.

Just because it's 3 days till Christmas does not give you free ticket to abuse people. Remember it's supposed to be a time of "Peace on Earth" and "Goodwill towards All"

[ralerin]

What? It's not supposed to be "Peace on earth only if I demand it" and "goodwill to me only"?!? What's wrong with you?!?

[Nashida]

I dunno, sometimes it feels like "Pieces on Earth" around this time of year. At least to me.

[AtDIelement]

I make sure the second a customer raises their voice to me or curse at me, I explain very politely that I'm unable to help them until they calm down and talk to me like a human being.

Usually, it works. But one time, I was told that I wasn't a human, just a mindless drone, so it didn't matter... I hung up on them.

[protege]

The second I get yelled at...is the second my not wanting to serve them starts. I don't get paid enough for that shit I don't even deal with customers often. Yet, if I get reamed out by co-irkers complaining of computer "problems," my reaction is the same. I'll do what I can to help you, but if you start screaming at me...all bets are off. In fact, I'll find ways to get you into trouble, or make whatever I'm doing take as long as possible. In other words, to quote John Shaft... "you like to fuck with people? Well, I'm going to teach you what fucking with people is all about"

For example, former co-irker J "couldn't understand why it was taking so long to fix a simple 'net connection." Never mind that I was working on it, and his constant interruptions weren't helping Hey asshole, it's not *my* fault that the firewall has destroyed itself and I have to reroute 99% of the network traffic. Oh, and then I'll have to reset the server's connections as well. Trust me, coming down here and screaming about how you're the "most important person in the office" really isn't helping. In fact, it's making me want to jump over the counter and gouge your eyeballs out with a stapler!

But, I had to console myself with the fact that I was the one who sent his account paperwork to the main office. Rather than send it next-day...it always seemed to get delayed for some reason. Also, he started getting some rather interesting spam after that

[raw456]

Protege - remind me *never* to get on your bad side But I do like the visual of gouging eyeballs out with staplers. I must remember that one.

To update the original story. I got to work yesterday to find the installer (the one who waited a week to log the job) at my counter with the customers unit. The techo had managed to get out there the day before but wouldnt touch the unit as there were installation issues with the pool equipment. The installer claims everything was "perfect" with the install (dont they always)

Anywhoo - luckily my cheif engineer was in (this was 7.30am) he checked the pump only to find it had been cooked and was not under warranty Installer was not happy. ranted for a bit but finally agreed to pay for the repair. - another satisfied customer - not

[Hyndis]

I make sure the second a customer raises their voice to me or curse at me, I explain very politely that I'm unable to help them until they calm down and talk to me like a human being.

Usually, it works. But one time, I was told that I wasn't a human, just a mindless drone, so it didn't matter... I hung up on them.

I do that as well.

It has two effects. Either the caller instantly realizes they are being an arse an calm down, or they just go utterly ballistic.

If thats the case then I just hang up on them. They can call back again sure, but its just going to go right back to me.

And yes I have continued to hang up on people. They keep hitting redial, getting me again, and if they're still going ballistic then I'm not going to talk to them.

I also plainly tell them that if they continue to scream obscenities they cannot be helped.

[dalesys]

And yes I have continued to hang up on people. They keep hitting redial, getting me again, and if they're still going ballistic then I'm not going to talk to them.

I also plainly tell them that if they continue to scream obscenities they cannot be helped.

My grandmother did that to her husband's sister...
Her son (my uncle David) had gotten tired of his "city" cousins raggin' on him, so he "shared" some special licorice jelly beans...

(They were sheep raisins)