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genderrose | Is Rudeness a Criteria to work in a call centre???? |
Today I asked to have my double payment to carphone warehouse refunded into my account. I had been trying to pay them for over two months and came back from holliday to find my phone calls restricted. I was asked for immediate payment, which i gave them. After sorting out the fact they had the wrong name they then took a bank payment as well. When I asked for refund the assistant started a speal of how I was wrong to give them a payment blah blah I said I knew how it happened could i just get my money back. A whole battle ensued as she was "trying to explain" I didn't want it explained, I spent numerous woman hours on the phone trying to give tnem money before my holliday . After telling her I couldn't stand her attitude any longer I was, reluctantly given another number where they were able to refund the money but when I was "Trying to explain" to her she told me.you don't have to spend any more time speaking with me and you are now free to go. MMMMMMMMMMMMM???? |
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Pixie
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It is totally unacceptable for a staff member to be rude to a customer. |
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Gem
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I think they just gradually become ruder as they deal with rude customers all day.
Imagine going to work everyday and getting yelled at because you are forced to follow corporate policies or because the caller is a dead beat and somehow that is your fault.
It is a tough job, if you have never worked it you cannot even begin to imagine it.
Still no excuse for rudeness, but come on, we are all people and all have bad days.
Walk a mile in their shoes before judging too harshly. |
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Flit
 |
I have experienced the same sort of thing and its really frustrating.
However, I have been in a few situations where i needed to explain the reasons for various problems (refunds, incorrect prices etc) and get very frustrated when I am not listened to. I love giving great customer service, but nothing gets me down more than when I am trying my best to do what a customer wants but they don't actually hear what I'm telling them and decide to misinterpret the things I say and accuse me of being incompetent or useless. Unfortunately the people that deal directly with the customer are given a set of rules to adhere to, and some customers don't understand that you can't go against the rules because it may cost you your job. When I am told by a customer that they don't want to speak to me any more because I'm not good enough it makes me want to scream. Very Loudly (so that's probably why you got the response you did). 99.99% of customers I serve go away satisfied and happy.
I understand that you must be feeling pretty angry as a paying customer, but perhaps the company is to blame rather than the person who tried to help you over the phone.
I know that probably won't make you feel any better, but imagine how the person you spoke with felt when she went home from work that day. Probably not very good. |
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Suzy
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They don't mean to be rude, they just don't have a clue about dealing with an irate customer. The first thing they need to learn is to listen without interrupting. I don't waste my time with them. I calmly but assertively ask for the manager. I tell her/him up front that I am upset and to please let me explain without interruption. |
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darcymc
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at the beginning of most of those calls you will get a recording saying some thing like " this call may be taped or monitored training and quality purposes"
this really mean the phone call is being listened in on by a supervisor.
most call center operators have to fellow a script to the letter ..if they stray from the script then they are written up three write ups and they are fired ..so when you hear some one saying "trying to explain" its really them trying to hold on to a crappy job......"you couldnt stand her attitude any longer" what a shame she is trying to put food on the table with one of the worst jobs ...happy you have empathy..most operators are likely to be helpful if you are at least civilized if you have tude then you get tude back...that operator did not take your money its not in her pocket the company did it ( wouldnt she want you to get your money back so she doesnt have to talk to YOU any more? ).next time ask to talk to a supervisor they are the only ones that can give you what you want if you cant get one on the phone ( some times they WILL NOT GET ON THE PHONE ) dont blame the operator call back later and hope there is a different supervisor on the floor...maybe these jobs are being out sourced because 95 percent of people calling in are obnoxious and its hard to get good operators any more for any amount of money
so happy that most posting here have such great manners i am sure you are never rude to some one who has no power!
congrats you win! you now get to call half way across the world
is there any thing else i can help you with?
well then i want to thank you for calling V
and have a nice day, good bye! |
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Lise22
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Personally, I feel that rudeness is a requirement for most positions today: the girls at the bank, the fast food workers, waitress', hospital employees, government employees, receptionists, retail clerks, you name it. The only nice worker I have dealt with in the past week was my mailman. |
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danceswithwolves
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I hate call centres too, I once had a woman cut me off just because she couldnt fix my problem and i had spent ages explaining it to her. I know its an awful job they have but they could at least try and appear interested. If you are extremely lucky you do occasionally get an operator with a sense of humour.....................:0) I had one once! |
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A suitable girl
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Call centre staff are bored and uninterested in their jobs and take their frustrations out on folks ring them. I often feel like beating my head against a brick wall when I ring them as they can't cope with any questions which are slightly out of the ordinary. If you feel so strongly you could write a letter of complaint to head office. Did you get the girl's name? |
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Sue
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I am with you on that one!! I think they do it out of pleasure, they don't get anything out of the hours that they sit answering the phone, so to stop it from becoming too mundane, they take bets with one another to see how many times they can get hung up on in one day!! |
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Jessi
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when I have a problem with any of the companies I have accounts with, and seem to get no where with the usual people, I just ask to speak with their boss...9 times out of 10 I get the problem fixed |
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njn001
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You should write to the supplier, explain the whole situation and enclose an invoice for the time spent on trying to sort out the problem. Oh also include the money owed if they yet paid it. Address it to the General Manager. and make sure you sent it to their registered address. You should send it registered post as well. |
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Uh-May-Zing
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Rudeness is one qualification and a heavy foreign accent is the other requirement.
I hate dealing with call centers. |
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