So today I’m writing about customers once more which may be tiring to some of you, but they keep giving me things to write about, so I’m going to keep writing about them… for the time being, at least.
Yesterday I took a call, which is a revolutionary twist on my job of being a customer service operator, but I’ll try to keep all of this as calm as possible.
I took a call from someone, there were issues with some of the things related to what the customer was telling me that brought into question their telling the truth, they hung up a few seconds after I put them on hold, then when I tried to call them back I got a voice message featuring a different voice to the person I was speaking to which further confirmed my suspicions, sent the details to my manager and then that was the end of that small call.
A few hours later I got a call back form the same person. I realised that it was them once the same issues prior cropped up and so I told them that we knew that the person wasn’t who they claimed to be and thus we could not assist them. The person on the other line, being the eloquent and calm person that they were decided to gracefully use language to illustrate a point and in no way, shape or form were they at any point derogatory toward my being. This of course meant that in no way, shape or form did I ask / tell them to stop due to my lack of appreciation for the way that they were speaking to me.
They were demanding to find out something, I repeatedly told them I couldn’t. Then very quickly someone with an older-sounding voice came on, claiming to be the person on the account. In no way did this sound like someone imitating an older person. In no way was I suspicious when they were clearly muting their end of the call to get answers when I was asking for information.
It came to a point where I told them that I had reason to believe that I was still not speaking to the correct person. Of course instead of trying to continue the act the person went back to their regular voice and said “You stupid cunt, I fucken’ hope you die!”, and proceeded to hang up.
Well sir, eventually we all die. I would be a bit concerned if I were to somehow become immortal. It’s a bit of a scary thing at times, but the fact that we die is a great motivator to work toward something that is both something for us and also something far greater than ourselves. It can also help us truly appreciate the world around us.
That aside, if you’re in a position where you’re not going to get what you want, reacting violently won’t help. What did you think would happen? Did you think I would decide to breach policy and break the law as you think the best thing to do is throw a tantrum and quite possibly think that will change my mind somehow?
Some customers are wonderful and some think that they are entitled to more than they are. Some customers decide to be shitty people. If you decide to be a shitty person to a customer service representative, then please don’t and instead try and treat them a bit better. There’s no need to make our job more difficult because you think that the best way to treat someone is poorly.