Telephone tought guys: Why do people get loud with and curse at customer service people? Even when your wrong.

Question

People call major corporations for help straightening out situations. What is the purpose of calling the representative names or bullying them. But when a service call is needed, you are nice and sweet and gentle to the person showing up face to face.

Answer 1

1. they are mad.
2. they don't have to look in your eyes.
3. they are trying to hide from their own mistakes
4. looking for someone to blame

Answer 2

I am not in the habit of yelling and calling people names, but I have been mightily annoyed by "customer service". Often I have been on the phone for some time trying to push the buttons or answer the questions to get to a person. Then the person doesn't know the answer to the question - often doesn't even understand the question. I have been routinely disconnected when the IVR (voice response) didn't have an option for my problem. I have been given incorrect answers and have had the "customer service" person get mad at me when I did not accept the answer because I knew it to be wrong.

Answer 3

Sometimes it is very frustrating to pressing 25 different choices on an automated menu, then wait on hold for 45 minutes until you get to talk to someone, who then cannot answer your question. Then you get to wait longer while he or she finds someone else for you to talk to, and when they come on you get to explain the whole thing over again. It wears on people's patience. I also should add that if someone showed up at my house for a service call and sat in the driveway, making me wait for an hour or so before coming inside (since that would be the equivalent of the phone fiasco), I would be just as angry with them!! I have never called a customer serivice person any names, though.

Answer 4

People go and call customer service because they are felling frustrated for the inconveniences that they might be having with the services or products they have bought. There is no reason for them to go and curse or yell at this people who are only willing to help them, but that is the only chance they have to release their anger. The only thing that people that work for customer service need to do is to be patient, realize that customers are angry with he company and not you, listen to all the things customers need to say, let them yell if they want to, let them curse if they wish, they just need to be listened, after they have done that, you'll realize that they will come down and it would be much easier for you to help them. At the end , they'll be grateful not only for your assistance but mainly for being there to listen to all the things they had to say. Most of the times they even apologize for being rude. So take it easy and try to understand the customers' feelings and things will be easier to handle.

Answer 5

You have to remember; "The Customer, is ALWAYS right" it the American way. ;-)
BUT, I always stay calm, well, most of the time. I know the person I talk to is not responsible for my trouble and they ARE there to help Resolve the issue.
Now my mom says she gets angry only when they not listen to what she saying and keep "Butting In" so she not explain. Heck, the other day she try to tell Medicaid that someone (NOT Her) was charging medical expenses to her Medicaid, they keep Butting in with irrelevant questions and never let her talk. So, after she done, she said; "Well, I told them what happened, if, they not straighten it out, it just money out of the Taxpayers pocket. I tried"!

Answer 6

The old adage that "The Customer is Always Right" is b.s. The customer is not always right, and you dont have to kiss up to the customer. If the customer is wrong you need to educate the customer so that they understand what they need to understand. You can do it in a way that does not demean the customer. You should always give the customers options on what you can do and not tell them what you cannot do.