Re: Customer service reps

Foxxee · ‎10-03-2014

@Kachina624 wrote:
@Foxxee Its not the fact that people gripe that's important, its the way they do it. Yelling and screaming at a CS person is never acceptable and arguing doesn't help if they're stating company policy.

@Kachina624

You may not think it's appropriate but how are you going to stop it? Do you have access to every customer in the country so you can teach them good customer manners?

Whether you think it is right or not, whether it's polite or not, it goes on. If they become out of control, a retailer can cut them off.

The prevailing thought in business is that CS reps learn how to handle angry, yelling and screaming customers. By the way, some are best repeat customers spending a lot of money.

Business is not emotional. Some here are looking at it emotionally. "Those poor CS reps are being yelled and screamed at."

Hey, it's part of the CS job. If you can't stand the heat, get out of the kitchen.

What would you do with your best customers who were angry, show them the door or try to calm them down? There are ways to deescalate the anger?

It's a lot easier too than teaching the entire country to be well behaved customers.

Why is teaching CS reps how to deescalate an angry customer so difficult to comprehend for some people?

Another new name Sue · ‎03-11-2010

@Foxxee I completely disagree with you.

The CS rep had literally nothing to do with the sales, shipping and delivery of items. They are there merely to share what information they have. To be disrespectful to them, to express anger to them, to unload on them in anger shows a lack of maturity, self control. As the original poster said, a late Christmas gift isn't the end of the world. Many say Christmas isn't about the gifts, it's about family, togetherness, and for some it's religion. I believe that. Anger has no place there.

Foxxee · ‎10-03-2014

@Another new name Sue wrote:
@Foxxee I completely disagree with you.

The CS rep had literally nothing to do with the sales, shipping and delivery of items. They are there merely to share what information they have. To be disrespectful to them, to express anger to them, to unload on them in anger shows a lack of maturity, self control. As the original poster said, a late Christmas gift isn't the end of the world. Many say Christmas isn't about the gifts, it's about family, togetherness, and for some it's religion. I believe that. Anger has no place there.

@Another new name Sue

Not sure you know all the functions of a customer service rep. Of course, they can tell a customer the status of a sale, shipping and delivery. They have all that information. Most likely, not more on shipping and delivery than we can using notifications.

Maybe, you should engage with CS reps at other retailers to learn what many can and actually do. QVC's are very restricted. Many perform like QVC's Social Team.

You remind me of a person I was speaking about in my last post here on this subject. Using emotions to make decisions.

You are so emphatic with what you believe is correct, it's almost as if it had been written in a business manual. You won't see businesses making decisions based on emotions.

Evidently, you haven't had to make decisions for a business. They do not function on family, togetherness, and religion. It's making money, the bottom line. It's a cold, cruel, world out there that doesn't take kindly to softees.