topic Re: Rude Customer Service Reps in Community Chat

Rude Customer Service Reps

Jordan2 — Mon, 10 Aug 2020 13:47:08 GMT

I just got off the phone with a woman from CS from a company. I was calling about a complaint I had with part of my order. I do consider myself a nice person and I try to keep my cool. She was telling me why are you talking so loud, you need to calm down. I don't think I was, but I am such an idiot I apologized and when I hung up I said have a good day! She must deal with people far worse than I, some people shouldn't be in customer service if they can't deal with customers. I am not the type that likes to get anyone in trouble, but I am offended by how she treated me ( maybe I'm too sensitive).

Re: Rude Customer Service Reps

brandiwine — Mon, 10 Aug 2020 14:04:18 GMT

I can't believe you actually were able to speak to a person!! I'm sure she is used to people yelling at her and was prepared for that, not a reasonable person. I have no idea how you sounded or what you were saying, but I think anyone with the Q in CS is having a really rough time. I do think when CS reps are rude or on the defensive it will make customers reevaluate who they want to do business with. Just my opinion.

Re: Rude Customer Service Reps

Scooby Doo — Mon, 10 Aug 2020 14:29:44 GMT

First of all, working customer service in a call center is really difficult regardless of how well you can deal with people. I did it for 3 years and I never want to do it again. Since I've done that work I try to be cognizant of my tone when dealing with reps. Sometimes I'm not aware that I'm being short with people. I know someone with ADD that can be difficult to talk to. She always talks like she is yelling and chewing me out, even when she's in a good mood. I once asked her to tone it down and she got very defensive. I guess my point is, we're all struggling right now and need to be more patient with each other.

Re: Rude Customer Service Reps

Love my grandkids — Mon, 10 Aug 2020 14:42:48 GMT

@brandiwine The OP stated she talked to a rep "from a company". Did NOT say it was QVC.

Re: Rude Customer Service Reps

Jordan2 — Mon, 10 Aug 2020 14:45:40 GMT

@Love my grandkids wrote:
@brandiwine The OP stated she talked to a rep "from a company". Did NOT say it was QVC.

@Love my grandkids it was not QVC.

Re: Rude Customer Service Reps

Love my grandkids — Mon, 10 Aug 2020 14:48:41 GMT

@Jordan2 I *know* you didn't. I was pointing that out to someone who was under the impression that you *did* mean QVC.

Re: Rude Customer Service Reps

Still Raining — Mon, 10 Aug 2020 14:57:37 GMT

Just a thought, could a hearing test be a good idea? I saw this with my dad.

Re: Rude Customer Service Reps

mspatmac — Mon, 10 Aug 2020 15:02:25 GMT

My entire career was in call center customer service from rep to manager so I get it all. When I need to call I start all contact, no matter how angry I am, with Good morning/afternoon/evening, hope you're having a good day. I need help with a problem and hope you can help me. I set the tone for the call and it works 99.99% of the time.

Re: Rude Customer Service Reps

Anonymous032819 — Mon, 10 Aug 2020 15:10:19 GMT

Some people have a naturally loud speaking voice.

I do.

It comes from a lifetime of having to speak in a loud voice because my dad was hard of hearing.

So a person who has a naturally loud speaking voice, can come across as "yelling", especially to someone on the phone.

To be clear, I'm not talking about the o/p, just talking about people in general.

Re: Rude Customer Service Reps

Foxxee — Mon, 10 Aug 2020 16:11:00 GMT

IMO, there is no excuse for a rude CS rep other than threatening the CS rep with harm. Then, that customer should be reported to authorities.

Quite a few former CS reps comment on different websites how they disliked being yelled at; however, I wonder why so many customers are angry.

A few of them warned CS reps need to treat older customers differently as if they are all senile. How do they know how old someone is?

A good CS Department should be taught not to take customer anger personally, how to deescalate it, and what not to say that will escalate it.

I think so much of the customer anger stems from retailers' failure to provide product quality and services customers expected.

Re: Rude Customer Service Reps

Kachina624 — Mon, 10 Aug 2020 17:02:10 GMT

I ran across this for the first time last week. I got a CS rep with my CC company who had a very strong accent. I had to ask her to repeat words several times. Finally she asked me for something I couldn't understand. I said, "I'm sorry, I can't understand what you're saying". She started spelling the word while screaming. I hung up on her.

Why, oh why do companies hire people for phone work who can't be understood? I think CS reps are strung out like everybody else right now.

Re: Rude Customer Service Reps

Jordan2 — Mon, 10 Aug 2020 17:26:22 GMT

@Still Raining wrote:
Just a thought, could a hearing test be a good idea? I saw this with my dad.

I have supersonic hearing. I can hear someone in the kitchen opening up a bag of potato chips from way back in the bedroom with the door closed! I can also hear and be by the door before the UPS guy stops his truck and gets out!

Re: Rude Customer Service Reps

corita — Mon, 10 Aug 2020 18:02:29 GMT

@Kachina624 wrote:
I ran across this for the first time last week. I got a CS rep with my CC company who had a very strong accent. I had to ask her to repeat words several times. Finally she asked me for something I couldn't understand. I said, "I'm sorry, I can't understand what you're saying". She started spelling the word while screaming. I hung up on her.

Why, oh why do companies hire people for phone work who can't be understood? I think CS reps are strung out like everybody else right now.
------------
That has happened to me several times while calling some of the big, well known companies !! I always try but some times, their accent is just too strong and it is difficult to understand what the CS rep is saying. I always 'apologize', but ask to speak to another rep or a supervisor!!

Re: Rude Customer Service Reps

gunnergab — Mon, 10 Aug 2020 18:34:09 GMT

I speak very loudly.i have my entire life and I'm 76. My entire family had /has hearing problems. I too have have hearing problems. I'm completely deaf in one ear .If you speak with an accent or very soft voice or are talking on a speakerphone( they distort the voice ). I usually tell the person I'm speaking to ,to please speak very clearly and slowly . I always thank them for trying to help me.also some speak on cell/iPhones with a lot of background noise. Most times they have been very kind and understanding. There is very little that can come from being unkind.at some point in your life you too might have the unfortunate occasion to have a hearing difficulty and would appreciate kindness.

Re: Rude Customer Service Reps

Scooby Doo — Mon, 10 Aug 2020 19:34:30 GMT

@Kachina624 wrote:
I ran across this for the first time last week. I got a CS rep with my CC company who had a very strong accent. I had to ask her to repeat words several times. Finally she asked me for something I couldn't understand. I said, "I'm sorry, I can't understand what you're saying". She started spelling the word while screaming. I hung up on her.

Why, oh why do companies hire people for phone work who can't be understood? I think CS reps are strung out like everybody else right now.

I just hung up from talking to 3 comcast agents. I think all 3 were in India. I could only catch part of the conversation about security issues.

Re: Rude Customer Service Reps

red&curly — Mon, 10 Aug 2020 19:43:55 GMT

@Jordan2 I think it was thoughtful and not idiotic to be nice to the person and wish them a good day.
BTW my husband adores The Beatles!
Stay safe!

Re: Rude Customer Service Reps

GenXmuse — Mon, 10 Aug 2020 19:44:22 GMT

I tend to talk louder on the phone naturally it beats mumbling

Re: Rude Customer Service Reps

mspatmac — Tue, 11 Aug 2020 01:07:24 GMT

@Foxxee wrote:
IMO, there is no excuse for a rude CS rep other than threatening the CS rep with harm. Then, that customer should be reported to authorities.

Quite a few former CS reps comment on different websites how they disliked being yelled at; however, I wonder why so many customers are angry.

A few of them warned CS reps need to treat older customers differently as if they are all senile. How do they know how old someone is?

A good CS Department should be taught not to take customer anger personally, how to deescalate it, and what not to say that will escalate it.

I think so much of the customer anger stems from retailers' failure to provide product quality and services customers expected.

@Foxxee While there is no excuse for a rude agent, IMO there is no excuse for a customer to be rude and take their anger out on someone who didn't cause their issue and just want to help them. Be angry/mad/disgusted with the company but yelling at a rep will not get you better service. If you want a fast resolution write to the office of the president/CEO of whatever company your unhappy with

Re: Rude Customer Service Reps

luvmyteddy4 — Tue, 11 Aug 2020 02:53:32 GMT

I will say that Walmart online has the nicest CS reps all the time.

I need to call Schwans b/c they have been cancelling deliveries for the past year now and the items I want to buy are always out of stock. It is so frustrating, I love the food but you can't get it! They hire 3rd party reps that don't actually work for Schwans and they are nice but nothing happens and they always say someone will call you back but they never do.

I wish I could get to management but you never can. Any ideas? I think they should mail the food to me since they have a big problem with hiring drivers. They pay good too. I am surprised they are still in business!

Re: Rude Customer Service Reps

Foxxee — Tue, 11 Aug 2020 03:03:19 GMT

@mspatmac wrote:
@Foxxee wrote:
IMO, there is no excuse for a rude CS rep other than threatening the CS rep with harm. Then, that customer should be reported to authorities.

Quite a few former CS reps comment on different websites how they disliked being yelled at; however, I wonder why so many customers are angry.

A few of them warned CS reps need to treat older customers differently as if they are all senile. How do they know how old someone is?

A good CS Department should be taught not to take customer anger personally, how to deescalate it, and what not to say that will escalate it.

I think so much of the customer anger stems from retailers' failure to provide product quality and services customers expected.

@Foxxee While there is no excuse for a rude agent, IMO there is no excuse for a customer to be rude and take their anger out on someone who didn't cause their issue and just want to help them. Be angry/mad/disgusted with the company but yelling at a rep will not get you better service. If you want a fast resolution write to the office of the president/CEO of whatever company your unhappy with

@mspatmac

That's true, but how are you going to stop customers from being angry? How can all of them be taught to be more considerate? We can't. Saying they should doesn't make it happen. We can't control customers' behavior.

The ball is in the CS reps court. How the call proceeds is up to that CS rep; therefore, they never should be rude to a customer. They are just escalating the anger and could very likely cause the retailer to lose a customer...possibly a good one who spends a lot of money.

The customer is angry with the company and the CS rep represents the company. As I said, they should be taught not to take angry customers personally. If they can't handle it, then this job isn't for them.