I work in a call centre and i hate it when the caller swear on the phone. The company tells us we have to warn them 3 times, but I see red after the first time. What do you do?
2007-07-18 22:42:05 · 9 answers · asked by Kryptoph 4 in Business & Finance ➔ Careers & Employment ➔ Other - Careers & Employment
Follow company policy. If the caller still swears at you say, I am sorry we cannot continue this conversation. Call back when you have calmed down. Then hang the phone.
Peace and blessings!
2007-07-19 00:05:31 · answer #1 · answered by Anonymous · 0⤊ 0⤋
OMG--sounds like you work for the cellular company I work for...can you hear me now?
by all means get that person to a supervisor. It is so easy to sit back and tell you what to do. It isn't easy when you are being yelled at. Do not hang up on them, the company will try to fire you no matter what a great employee you are and that person that is acting like a complete moron will win.
Southwest Airlines is one of the top three companies for customer service and they don't put up with any crap from the customer and they back up their reps most companies do not.
You don't have to take that kind of language, explain to the customer that you will more than happy to get them to someone that can help them resolve their issue and get them to a sup.
Good luck.
2007-07-19 06:35:21 · answer #2 · answered by Linda L 2 · 0⤊ 0⤋
This is harassment and your company has a responsibility to protect your from it.
Three times sounds reasonable for you to be able to stop the swearing. This first time the customer swears tell them that you are trying to help them but that you do not appreciate their abusive language. The second time, tell them that you will hang up if they do it again. Hang up the third time and report the abuse to your supervisor in writing with documentation of name, customer number and the time.
2007-07-19 09:39:01 · answer #3 · answered by butter1944fly 3 · 0⤊ 0⤋
The phrase 'the customer is always right' is made for this situation. The best that you can do is just keep your cool and follow procedure. I work at Walmart and the other day some guy decided to go into a rant about how Walmart was evil and blah blah blah, right while i was working...
2007-07-19 05:52:21 · answer #4 · answered by vaanragnarok 1 · 0⤊ 0⤋
It's best to remain CALM and LISTEN to what the customer is saying even if they have used foul language... REPEAT minus the language what they say so they know that you are listening and ASK them what they would like for a solution... This will buy you some time to cool off.. If the language persists it may be best to either end the call OR refer them to a supervisor.. That may be able to help them more efficiently than yourself.. If you are a BILL COLLECTOR- may god have mercy on your soul- they are bastards... Good luck
2007-07-19 05:52:56 · answer #5 · answered by pebblespro 7 · 0⤊ 0⤋
Calm down by imagining them in a diaper, screaming over the phone. Tell them "Help me to help you by approaching the problem constructively" Ask them details or anything to distract them from their anger.
2007-07-19 05:54:00 · answer #6 · answered by Anonymous · 0⤊ 0⤋
Remind them that you are there to help them and their behavior is keeping you from doing that. Remember, you can think anything you like but make sure you dont say the words.
2007-07-19 05:47:45 · answer #7 · answered by Anonymous · 0⤊ 0⤋
Politely put them through to your manager.
2007-07-19 07:54:26 · answer #8 · answered by Anonymous · 0⤊ 0⤋
Be really really nice to them.
It winds angry customers up no end which is really fun!
2007-07-19 06:05:49 · answer #9 · answered by Anonymous · 0⤊ 0⤋