Have you ever yelled at someone in a call center ?

Question

Have you ever just lost it, because you were getting such bad service ? What caused the problem, and how angry did you get ?

Serious answers only, thank you.

Answer 1

No, but I've worked in call centers where customers yelled. It's funny because some call centers have more yelling customers than others - it seems to me that the company and their culture can create more yelling customers than others. The company I work at rarely has yelling customers, but it's a medium-sized, very quiet company in the Pacific Northwest.

I have a problem with yelling customers - they know they can get away with doing that, because most companys' customer service strategies are very passive and they give customers a free license to yell. Customers don't need to act like responsible adults, and I have a problem with that.

Answer 2

I've been on both sides of the coin. When I worked in a call center for a gas card company, we had some pretty unreasonable quotas to meet. So many calls had to be answered per hour and if you had a problem that was going to take longer you had to refer it to another department where you know they would just be passed along continuously. I personally used to get in trouble by taking too long on my calls and actually helping people with their problems, or at least I hope I did. Probably why I didn't last that long in the business. Anyway, I've had tons of people call me screaming about why the gas card doesn't work, using all kinds of language. Any time people use colorful words we're supposed to disconnect the call by the way. I tried to difuse it in an effort to retain a customer.

Now I've had many issues where I've had to get upset with a calling company, usually a credit card company. There are just so few people that want to help these days. Their blunt, rude, uncaring, cut you off before you're done speaking, then just pass you to someone else if they don't disconnect you "accidently". They have all the information on the screen in front of them. Tell me what my balance is, or when my last payment was, or whatever the issue.

Answer 3

I didn't yell, but once when I worked for Pep Boys we used to have to call to get approval for Pep Boys credit cards, and I got some dude from India, and I finally told him I needed to talk to someone else because I coudn't understand a word he was saying. I wasn't trying to be being crude, but I really wasn't getting anywhere. I am sure I would have yelled if it were not for that fact that I was up front with customers all around.

Answer 4

I have never yelled at a call ctr rep because I used to be one. What good is yelling going to do? If you are not getting what you want from the company and you spoke to me like a human being, I'd try my hardest to get whatever it was that you needed. It was the ones that yelled and cursed me out that got mediocre service.

Answer 5

No. But I freaked out on my mortgage company over the phone. I BLEW up & called them EVERY DING DONG name I could think of. They called for like 5 months in a row telling me my payment was late & my loan was about to go into default. (They had sold my loan to a different company 6 months before!)

Answer 6

I've not yelled, but I've been very firm and come very close to yelling. I had to go to the supervisor's supvervisor before I got what I needed.

Answer 7

I wait until I get my needs met, then I let them have it. I do so in a very psychoanalytical way, asking them to describe why they stay at a job where they treat customers so poorly.

Answer 8

I yell at them whenever they put me on hold.... and thats why nothing i have works

Answer 9

I've been a little snappy, which is totally against my character.

Answer 10

I have never worked in a call centre