How Come so Many Rude People??

Question

I work for a nationally known utility like company as a customer service rep. Although I have nothing to do with what it is they are calling in for it is quite common for these folks to call ranting & raving over a loss of service or even a reduced level, a billing matter or problems with their own equipment or service not even supplied by us.

They remind me of overgrown version of a 3 year old throwing a tantrum on the floor kicking & screaming when they got the wrong color lollipop at the doctor's....

These genuis's cannot even think or have the common sense to realize no one wants to be berated espeically when they will normally try hard to help but not with a rude out of control *** on my ear yelling,cursing,demanding credits,supervisor, etc.

Also we have access right in front of us to all your personal data including ss#, name,address,tn,DOB,cc information, etc..
Do you really think it's a good idea to piss off someone who can pull your info?

Think about it...

Answer 1

I'm with you! I work at an inbound call center too and I find myself putting a lot of guests on hold when they are being dumb or aren't ready with anything. I always thought that reality TV would make a season of call centers. Just an idea.
Its like the ppl that go to a restaurant looking to cause problems and are mean and stuff and then yell about the food being gross. Anyone see the movie "Waiting"? Don't mess with ppl that handle your food or your personal information.

PS Not that I would do anything I'd lose my JOB and have a RECORD but the idea is still there!

ROCK ON! I Loved this Question!

Answer 2

It depends on how long they've had to put with a problem before they actually get to the "real" person. Maybe people have to go through a lot of frustrating and time consuming steps before they get the chance to speak to someone real and by then a lot of their patience is used up by then. Or even worse is when they get handed off from one person to another when all they really want is some help. In America we take for granted how customer friendly our society is...remember the old saying "the customer is always right"? But when we face a problem that we think should be simple and it turns out to be a nightmare of elevator music and hot potato we get angry...and who better to take it out on??? I mean how much good will it do to yell at an automated response? It just makes us feel better.

So no it's not the right thing to Kill the messenger but you've also got to be sympathetic and understand they've been living with the problem a lot longer than you have.

Answer 3

I understand your prediciment, however don't you ever get tired when you deal with utility companies, sometimes they act like they hold the power of life over you and make you feel like scum because you are late with your bills because of situations out of your control. No, I don;t condone swearing or shouting at someone but people that work with the public sometimes need to take lessons in compassion as well and your last comment makes it apparent that you as well pull attitude becuse you so happen to have the persons information in front of you. It sounds like a threat that if the customer doesn';t speak to you in the manner to which you have become accustomed too, you are able to sabatoge thier account. Another thing as well, maybe by the time a customer has explained 70 million times what the problem is and has been transferred to 4000 locals or extensions they may be a little annoyed. I understand that it is hard to work with the public at times, It would be nice if people were more respectful of each other. We need you and you need us.

Answer 4

People are really angry at their sense of helplessness when they call customer service. There is a general anger and frustration at rising costs and government corruption. The rising use of automated phone systems and long waits on hold just fuel the fire so they are steaming by the time they reach a live person. Finally, there is a general misconception that EVERYONE who works for a municipality got their job through nepotism so there is some built up animosity. All in all, people don't really care how they treat other people because most don't think of life outside their own needs.

Answer 5

It is true, there are alot of people out there that are rude, be it there impatient or just harbouring alot of anger and agression. Dont take it personally. Im sure your real nice and I know your just trying to do your job, and i bet you do it just great. Some people havent quite learned to think before they do. And they dont realize that the person on the other end is a person, like them. Try not to take it to heart. So next time it happens, take a deeep breath, and help to the best of your ability, when it happens to me, I have to think that they must be having a bad day, or pity them they must have it a little worse then me that day. Just remember that. Im sure that it will happen to everyone a couple times in ours lives, though its unfortunate that being on the other end of the phone line has caused to happen to you a little bit more. Have faith that not everyone is that rude, and await the days with much anticipation that you get someone really nice and polite.

Answer 6

The goody-two-shoes of this country have modified the laws so that a man cannot defend his honor in the tried and true method any longer. If some guy offends me or my wife, I can't take his head off (as in punch him out) without going to jail. That means stupid people can talk however they wish without fear of reprisal. Put the old laws back into force and you'll find that people suddenly remember how to be respectful.

Answer 7

People don't grow up and they think the world owes them something. I HATE this kind of behavior. Some say it's because they're on the phone and they can be ruder and not feel bad, but I worked in retail for a long time, and peoplen in person can be just as rude.

Answer 8

Yes, there are people who can be so rude sometimes. Like New Year's Eve at a crowded restaurant and me as hostess...bad experience. But you gotta remember that these people are frustrated. They need someone to blame, and you are in the position for them to do so. It's nothing personal against you, I'm sure.

Just be patient and understanding, as I'm sure their day was probably bad, too.

Answer 9

Well, some people never grow up. Try this trick: Do whatever you can to agree with them. It works every time. When they complain about something, just say something to the effect of "That's awful, sir/ma'am! I'll look into it right away!" It's extremely hard to argue with someone who agrees with you. If you do that, your problems with customers will practically disappear.

Answer 10

You should realize it is the nature of the beast in customer service. so what if you can pull info you represent the company you work for and you should be professional job and take it or find another job.