Do you think customer service workers are allowed to stand up for themselves ?

Question

When they are dealing with an irate customer ?

Serious answers only. Thank You.

Answer 1

Only in a certain way like "I'd appreciate it if you would not yell at me, or call me those names." If they are being called names, they should get the manager, and the person should be kicked out of ......wherever they are.

Answer 2

I've always worked in customer service, and in all my experience, the answer is no. Unless I felt I was in danger, I was expected to be polite regardless of the customer's behavior toward me; only if they were completely irate was I even allowed to get a manager to handle the situation. Not fun, especially for someone as opinionated as I am.

Answer 3

The only thing wrong with a customer service job---is the customers...just don't let them know you think that.

Reading the above comments: I'm surprised that a customer service manager said she would tell a customer that she works for a Fortune 500 co...her answer was great until then. It's a NO-NO: Never defend yourself, your position, your company...but setting limits (please stop language request and explaining that you can't continue to help if it continues) is okay.

Check your company policy on that though...because some companies don't even allow you to set limits. Call a supervisor or manager if they don't allow you to set limits...that's what they make the big ducks for, right?
So, Find out what the guidelines are in your company on getting supervisory backup, if needed.

Try to improve your deescalation skills...body language and tone can make a marked difference too.

Find a way to decompress. I used to smile sincerely and THINK and "Fu!k you very much, too", never allowing my facial expression or tone to give me away. Then I would go home and soak for an hour every day in the tub.

Buddha says to find the Shinning Buddha Nature in everyone...WWJD? Well, bad example, he got crucified.

Answer 4

ONLY IF ANY customer service rep knows their job WELL. I have been on both sides but I havent used vulgar language. However I do know someone who does which they had every right to when the customer service person didnt LISTEN and/or know how what they were doing. When I worked as a CSR, Ive had all kinds of people to talk to. I didnt last to long but o well. I LOVE CSR's when they know their job duties and the companies they are working for! Otherwise they need to find something else that suits them better. Ive spoken to too many CSR's that dont know their job duties or their company that they work for. Espeically when you get transfered way to many times.

Answer 5

I am a manager of a Customer Service call center. I tell all of my employees that they are not paid to take verbal abuse from customers. We have guidelines if someone is yelling or using offensive language. Ask them three times to stop using the abusive language and then the 4th time say that they will end the call. I had someone tell me that I was a bitter person and not willing to help because I am in a dead end job. I politely explained that I work for a Fortune 500 company and personally insulting me will not help their situation. I asked them to call back the following day if they would like to discuss their situation further.

Answer 6

No, customer service workers take way to much bullshit from irate customers. That is because here in the U.S. all anybody cares about is themselves. We are a very greedy, and very spoiled nation.

Answer 7

No. It's normal to be upset at a customer who is taking their frustrations out on you, but remember THAT'S YOUR JOB, to deal with people who are having a bad experience. Your personal feelings are irrelevant. Just treat the customer with respect, even if they don't particularly deserve it. And if you've gotten to the point where you can no longer tolerate their nonsense, escalate the call to a manager and remove yourself from the situation. But never, under ANY circumstances, should you ever yell at, challenge or "stand up to" a customer if you are in customer service.

Answer 8

My wife is a C.S.R. and she recently had an issue with an irate customer and she did all she could to calm the man down. My wife is not someone who likes confrontation. She likes peace. However this man just kept on and on and he ended up calling her some very vulgar names and she finally stood up for herself and politely told him he was not going to speak to her that way and she walked away. Her boss threatened to fire her over this and she told him he could if he wanted to because he didn't pay her enough to be talked to in that manner.

I guess it depends on the individual company you work for and what there rules are. I know I would not let any of my employees be talked to in bad way and I would not want them to allow it either.

Answer 9

Long ago I worked at a paper and one day a fellow came in and slammed a wet newspaper on my desk so hard it ended up on my lap. He was ranting and raving.

What he got: Everyone was staring at him ...with the call 911
and bring an ambulance w/straight jacket eyes :0

What I did: Handled it the most professional manner &
enlisted the Route Manager to take over.

What I wanted to say I would probably have no problem saying today because I have learned that most people that are behaving like that don't notice the way people are looking at them. Parents of 18 yr. olds get the dumbest advice then people get papers thrown at them 30 yrs later...."let them learn on their own"..."the world will kick thier butts" etc. Parents don't listen to society AND people need to say things to people without swearing mind you because politically correct "do nothing" oppresses and breeds ignorance.

Answer 10

Up to a certain point, I think service reps should be able to say something. Like, "Please, I cannot help you if you act this way" or "That language will not be tolerated". I have worked retail all my life and can sympathize.

I've come to the conclusion that it should be made a law that everyone work as a rep or work retail in their life, for at least a year. Maybe this way, people would be better behaved.

Answer 11

Absolutely not. Politely escalate to a supervisor in any situation where abuse is occurring. Always smile while speaking on the phone; it is detectable. Yes, even when someone is yelling at you.

Why do I say these things? Because you NEVER know whether that person on the other end is an employee of your organization, or a consultant, and is just TESTING you. Don't fail the test and find yourself fired forthwith.