my job is customer focus why do ppl shout and scream at you when its not your problem and wont let you speak?

Answer 1

Um.. because that's your job and that's what you get paid to do- take abuse, smile sweetly, get on with it.

If it bothers you why not find a job which doesn't involve customer service such as admin.

Answer 2

Oh I know that feeling I have been doing it for seven years.

Most orgnaisations now run either a customer satisfation course or employee personal safety course that help give you the skills to deal with this however if they do not here are some tips.

1. Let them blow off steam at the end of the day they are angry at the company not you
2. Stand up, you might feel a bit silly but when you are sitting down your voice is natually more relaxed and you may not sound very assertive
3. get a stress toy there brillant
4. when they are shouting give the appropriate signs that you are listening to them and taking them seriously and you will find that they will calm down once they have blown off some steam
5. once you have all their information of their complaint explain how you are going to deal with their complaint and give them a complaint no if your orgnisation has these this way they know they are being taken seriously.

But remember to keep calm and to take regular breaks this way you are less likely to get stressed out yourself

Answer 3

Here's the answer you don't want to hear - DON'T TAKE IT PERSONAL. That is the worst thing you can do, because, really, it's not about you & you know it, so why act like it? They get angry because they are directly involved in the problem and they're just looking for a way to resolve their own issues - you just happen to be on the other side of the phone with the people they have problems with.

Answer 4

Because they have paid money for something they haven't been happy with. Just let them shout on and when they stop which can be an awful long time then take a deep, deep breath and say nothing

Answer 5

kill em with kindness baby. Every one takes this crap. I waited tables for like 4 years. Sometimes when people have never worked a job like that before cant understand how it is. When I get yelled out at my job I imagine that rich snob trying to work and it makes me laugh. Basically its your job so unless you want to live on the street you have to do it. Your job is not your life so dont take it personal,dont take it with you, and just do the best you can

Answer 6

Thats the General public for ya!!! You'll find that any sort of customer service role entails dealing with the GP and opening yourself to all sorts of abuse. To handle this tirade firstly zone out muttering a few " i see's" and "Mmmm's" then pop the caller on hold for enough time for you to get a cup of tea. When you get back to your desk.... either theyve gone, or they'll have calmed down enough for you to provide the address for them to put their concern in writing. Its the only way!!!

Answer 7

with most people they are just letting off steam however its nice to know the more they shout and scream at me for no reason the less effort i can put into fixing there problem, why go the extra mile for some nasty ****

Answer 8

Yep. Its healthy to let your emotions out I think, trouble is we usually let our anger out on the people we care about the most and not the paople that have actually iritated us.

Answer 9

It is your job to please customers. Just smile and take it. If you can't handle that then that job isn't for you. find yourself another job.

Answer 10

because you are the anonymous face of the company you represent.