Community Chat

[Jordan2]

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).

[brandiwine]

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.

[Scooby Doo]

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.  

[Love my grandkids]

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

[Jordan2]

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@Love my grandkids wrote:

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

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1. @Love my grandkids it was not QVC.

[Love my grandkids]

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

[Still Raining]

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

[mspatmac]

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.  

[Anonymous032819]

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.

[Foxxee]

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.