Did your mother teach you to treat people like this?

[Chazzie]

Just finished my first week on the phones for a cellular provider customer service. I'm still in training, and a lot of my training didn't cover what I'm actually doing for customers, so I'm learning WHILE I deal with real people, putting them on hold and raising my hand when I need help. For the most part, the ! They eat representatives alive. I actually had an anxiety attack at work on my second day on the phones because I felt so hopeless and the customers treat reps like crap. I am in shock at how they're treated here, compared with my old job at the donut shop.

Me: Thank you for calling (Wireless company), may I have your first and last name please?
SC: SC.
Me: What can I do for you, SC?
SC: I HAVE AN ISSUE WITH MY PHONE AND I'M SICK OF YOU F*$#% REPRESENTATIVES SCREWING ME OVER.
Me: I'm sorry to hear you're so frustrated, sir. Before we go on, could I please have you verify your password--
SC: I DON'T WANT TO GIVE YOU MY F#%&#)@ PASSWORD. ARE YOU TRYING TO WASTE MY TIME? I DON'T KNOW IT.
Me: Well sir, if you don't know your password, I could verify your social security number by--
SC: ARE YOU CRAZY? I'M NOT GIVING YOU MY F*$)(&% SOCIAL SECURITY NUMBER OVER THE PHONE! THAT'S PERSONAL INFORMATION!
Me: Well sir, since you can't do secondary verification of the last four of your social, I can try and help you without giving you any information on the account-
SC: OH THE LAST FOUR? YOU SAID THE WHOLE THING. MY LAST FOUR ARE 0000. IS THAT ENOUGH FOR YOU?
Me: Yes sir, thank you. Now what is the issue with your phone?
SC: OH SURE, LET'S GET TO THE F%)$&(&* PROBLEM, LET'S JUST IGNORE THE CUSTOMER.

To be quite honest, I don't even remember what happened for the rest of this call. >< I don't remember him hanging up on me but I don't remember if I was able to help him or not. But a lot of customers have been calling in angry about their bill or a phone that isn't working, and they take it out on the first person that talks to them. I know I'm not supposed to take it personally, I'm just more in shock at how they speak to other people. After my anxiety attack I was seriously thinking I couldn't do this job, but I have to to pay my bills of course. Thankfully yesterday I made it through the day without a single angry caller, and I think that upped my confidence quite a bit.

[Eisa]

*offers a hug, some chocolate, and a kitty* I'm not sure where I got the kitty from, but here!

That guy sounds awful. I get that people are frustrated, but that doesn't mean they're allowed to take it out on the poor rep who answered the phone and has nothing to do with the problem!

[ShadowTiger]

All I had to do was read that and I got an anxiety attack. My hat is off to you for dealing with rampaging demons from any given layers of hell.

And I never take off my hat. o.o

[AyreBiskits]

i've been there i used to flip the SC's off over the phone (like they're going to see it ) while i talk with them with the sweetest southern accent in my voice. we were allowed to disconnect when they cursed but it still was nerve wrecking having to put up with it sometimes.

[Teskeria]

When you need to verify secondary, word it as "Since you don't have your Password handy could you please verify the last four of your Social Security Number?" That puts it right out in front that you only want the last 4. Then with an I D 10 T like this one, say something like "I understand you are frustrated by an issue with your phone. Would you please tell me the issue. " by acknowledging his frustration first, it gives him one less thing to bitch about.
I think of them as 2 year olds having a tantrum. Acknowledge the frustration, but don't reward the behavior by giving something extra. I work CS for a CC company. I get the ones that are angy and screaming because "How dare you charge a late fee just because I didn't pay my bill last month!! (add a dozen more !). Doesn't usually faze me.

[Chazzie]

Thanks for the advice Teskeria. I'll be sure to put it into use. Since I'm still totally green on the phones, it's easy to get flustered.

@Eisa: -cuddles the kitty- Always the best way to cheer a person up!

But yeah, that guy was just a Douchebag with a capital Douche. It doesn't bother me too much now, but at the time I had no idea what he even wanted from me.

[XCashier]

It's very easy to get flustered from a verbal attack like this. The guy starts off screaming and cursing at you, and your body goes into "flight or fight" mode, yet your brain knows you can't run away or punch him, you have to stay calm and help him. It's just like that famous quote about stress.

Be glad that's over and you (hopefully) won't have to deal with him again. Maybe he'll give himself an aneurysm from all the shouting and flipping out.

[BlaqueKatt]

I feel your pain, I did cell phone customer service(3 years in a call center-1 of those as a supervisor)-most of us "veterans" that kept our cool no matter what-had toys on our desks-I had tons, my favorite was the avenging unicorn.....I also had the "lament configuration" from Hellraiser, Jigsaw from Saw, and various other things to fiddle with-it helps.


Just remember while they're still flipping out at strangers and over random stuff that won't matter a week from now, you've moved on-sometimes as soon as they're off your line.

[HorrorFrogPrincess]

I also had the "lament configuration" from Hellraiser, Jigsaw from Saw, and various other things to fiddle with-it helps.

If you summon Cenobites, I have no sympathy for you.

[bsaana]

I had to also learn how to phrase things when at a call center and just out of training. I supported inkjet multifunction devices, and this lady's had one with a fax built in. It had the memory in use light on, and wouldn't print the fax - the ink was out and she had just replaced it - but I hadn't gotten that far yet. These machines have 2 paper trays and a button on the front to select which to use. She wasn't sucky, and she asked for a supervisor which once they asked for that we had to get one as it was policy. She thought I was insulting her about the printer being out of paper, not my intention, so I found a different way of checking.

Some people will just be angry no matter what you do.

[Chazzie]

@XCashier - I really really really wish I could post that up next to my monitor.

[BlaqueKatt]

If you summon Cenobites, I have no sympathy for you.

hey I had a +50 headset of smiting(calls not recorded ever!!!) and you think the evil, degenerate, heartless call center supervisor(always wore sunglasses) wouldn't be able to control a mere cenobite? puh-leaze...

[Hermione]

SC: OH SURE, LET'S GET TO THE F%)$&(&* PROBLEM, LET'S JUST IGNORE THE CUSTOMER.

Proper response is "I'm not ignoring you at all. You as a customer have a problem with your cell phone service, and my focus is to resolve it."

1st thing you have to know is you made the customer that much madder when you didn't get mad and/or freak out at how they were acting. So he decided to yell you were "ignoring" him. No you weren't, you were ignoring his childish, douchebag, abusive behavior.

My response to someone like this is "I completely understand that you're frustrated"....then add something like "based on the situation, xyz is what we need to do" or "i want to get this fixed for you and in all honesty, i'll need your help to help you"

Said in a very calm tone, this should generally check out okay when QA listens to you too.

And as for the thread title, I generally ask myself that a lot when watching Jersey Shore. Go figure.

[Seshat]

We have a LOT of call centre reps and call centre survivors here. Listen to their advice - they know what they're talking about.

They really, truly know what you're going through, because they've been through it (or are still going through it).

If you can survive a call centre - even more so, if you can become good at a call centre job - you can handle just about anything human beings can do to you. Remember that.

But do get out of the call centres where management seriously sucks. It's one thing to take it from the customers, it's another to also be given impossible goals by upper management and treated like a cog in a machine by your immediate bosses. Ask the locals here for what's 'normal crap' and what's 'get out, do not pass go, do not collect your souvenir incentive plastic-toy-of-the-day'.

[HorrorFrogPrincess]

We have a LOT of call centre reps and call centre survivors here. Listen to their advice - they know what they're talking about.

They really, truly know what you're going through, because they've been through it (or are still going through it).

If you can survive a call centre - even more so, if you can become good at a call centre job - you can handle just about anything human beings can do to you. Remember that.

Or become a soulless husk with fantastic storytelling skills and a cat. *coughGravekeepercoughcough*