why r some people so rude to customer service reps?

Question

i work in a customer service call center. everyday i listen to horror stories about a call some1 got. sometimes i just feel like asking "why" for the people that have done this before why is when u call up complaining about something is it really necesary to curse and yell? cause alot of the times if your asking for your money back 9 times out of 10 the rep will give your money back without u yelling. infact if your nicer and just dont yell and curse and basically have a tantrum the rep is alot more willing to help and give you more discounts. do u not relize that its not the reps fault about how the companies run, all they do it answer the phones. just so u know when your cussing, yelling and just complaining the rep is pressing mute and laughing at you & usually puts some kind of note in your account saying this customer is a cry baby. i'm not atacking any one...just think the next time u call someplace complain, think r u nicer if someone is yell or talking regularly to u.

next time just to make you life and someone elses life easier...take a breath and count to 10

Answer 1

Yeah, but when you work in customer service you just have to expect that you are going to have to deal with rude people. Just wish that you could beat the living crap out of the person who coined the phrase "The customer is always right." Its their fault...LOL.

Answer 2

I dont know why people are so rude to customer service reps either. I have only worked in customer service for a little part of my working career and the reason is beacuse people are so aweful. I always feel like no matter what problem you have with what product no matter where you got it, the person on the other end has no clue as to your personal situation or your frustrations and frankly it's not their fault. I get so mad when people are rude, as if ruining someones day or making someone upset has somehow bettered their day or themselves as a human being. I mean please. How cool do you have to be to yell at a total stranger about something they are trying to help you with. Sorry for the rant, I know it's not exactly an answer but I totally feel you on the stupid rude people. Have a good one.

Answer 3

Well it all depends, I'm not saying is right to curse out at customer service reps. but a lot of times customers yell and curse because a) they've been getting the run around b) the customer service rep. doesnt know what they are doing and c) the customer sometimes are just having a bad day.
I feel where your coming from, but you have to admit, you too have gone thru one of those moments. maybe you wouldnt curse but I'm sure you get frustrated, some people just dont know how to express themselves a different way. hope this answers your question.

Answer 4

When it comes to customer service, at lot of people think that it is something that they are supposed to do. However, when you get a call from a customer especially one that maybe having a very bad day, they do not realized that they are talking to another person. Emotions are high, and tempers are flaring, all the customer wants is resolvent, and does not care who does it.

Also many customer service reps have made it very hard for others, because they annoy customers and pressure them into doing things and saying things that they my not want to at one time or another.

People are different in many ways, however, they all have emotions even you, one day you will lash out at someone for some reason and it may be Little or next to nothing. have funn

Answer 5

Good question. Do you feel better for venting?

I know what you mean though. I work in customer service but I don't believe the customer is always right. Well he is except when he's wrong, lol. And he is wrong when he attacks when someone is trying to help him. But there is a way to make it easier on yourself. Make the decision to consider irate customers a challenge. Be as nice as you can be, as patient as possible and put a smile in your voice. Challenge yourself to see how long it takes to make each customer happy.

If you really want to see a grumpy customer, work in a pharmacy where a lot of the customers are addicted to prescription drugs and they want their scripts earlier than their insurance or the government will pay for them. They never blame the insurance or the doctors, it's always our fault and they will try every trick in the book to get them. What fun

Good Luck with these lovely people.

Answer 6

I don't think people are deliberately being mean to the CSR - they are just to the point where they are so frustrated that they don't have anyone else to take it out on. They generally aren't calling customer service because they are happy, they are calling because they have a problem and they expect you to have a solution.

Logically, anyone after the fact realizes that it is not the CSR's fault, that they are just following protocol.

There should be some training to handle angry calls at your work, I believe it is usually something that is taught before calls are taken in most places.

I apologize on behalf of humanity - but it's part of the job.

Answer 7

I know what it's like to be frustrated at products that don't work but I would never go nuts like some of these people do.

Just don't feel personally attacked by the callers, because they will cuss at everything and anyone within proximity until the matter is settled. You are just one of those things that are nearby and will feel the caller's extreme cry.

Answer 8

I aggree!! My mom works in US Airways Reservations, and when she gets home, bitches about all these old crabby people who pissed her off. This one guy got fired for pressing mute and saying "what a douche bag".

At the airport, my mom knew a guy from the FAA who kept asking if they cleared stanbys yet, and he said something along the lines of "I don't care who the f*ck you're with. I'll clear standby's when I'm ready!" Needless to say he got fired, and now works for the TSA making a lot more $$$

Answer 9

It depends on which company. T-Mobile and Vodafone are absolutely totally crap. And Fitness First as well. Banks, well you will speak to someone in India who doesn't understand you and who will constantly repeat themselves by saying your name politely with the title, Miss, Mr , Mrs,,,, and then your name. Or they will hang up " by accident" . So cannot comment the Brits when it comes to my bank. There are more and more companies who uses cheap labour in third world countries so to keep salaries down. They will also have fake English names such as Tom, Peter, Sarah or the like, even though they can't even pronounce that...

Answer 10

Everyone thinks that the customer rep. will be rude unless they behave that way first. That is to bad because that gets you in a bad position.