Im a Receptionist. How do you deal with rude people on the phone? How do i get back at them w/o being fired?

Question

They don't like the rules of the hospital (visiting hours and phone). They always say rude things and phrases or sigh, hang up on me..etc. Im so sick of these rude people. How do i get back at them without getting fired??

Its a behavioral health hospital.. not a frikken ER lady.

Answer 1

Unfortunately, everyone has a downside to their job..Yours is dealing with angry people sometimes. The only thing you can do is be polite to these rude people and suck it up. That is your job :) Have a nice tall margarita when you get off of work :)

Answer 2

I think you are taking this too personally. People today are babies and are surprised that they have to follow any rules or procedures.
Keep in mind these people may have a relative who is in the hospital for a reason, and having been in that situation you can not imagine how much you have to go through. Taking time off work, driving all over, maybe picking up someone at the airport, paperwork, dealing with insurance and the hospital systems, not to say the stress of the actual medical problem.
From a practical point of view why would you risk your job for some type of payback that is most likely not going to really matter anyway. Ten minutes later someone else will call and complain about some policy.
If you can not get past this problem in a few weeks, talk to your manager and see if you can look for another job in the hospital that is more suited to you.

Answer 3

Well, you shouldn't have called on the emergency number, so you could have said, "Sorry, I didn't realize," before you called back on the appointment line. They need to keep the emergency line clear. Doctors' time is measured by the minute, and if patients are habitually late, it messes up their whole day's schedule. In future, figure that you should be present in the waiting room ten or fifteen minutes before your official appointment time. If it should happen that previous patients have taken less time than they were scheduled for, you'll be seen sooner, and the office will love you because you're part of the solution and not part of the problem. If you have to cancel or reschedule an appointment, I'm sure you know that they appreciate having the most advance notice possible. I realize that most of the other posters think you were absolutely right, and are encouraging you to make a formal complaint. However, I am suggesting that next time you should try to calm yourself down before calling the doctor's office. Picture the receptionists in a mellow mood, and they'll probably respond courteously. If you come out swinging first crack out of the box, they're likely to respond crossly. Give it a try, anyway. It's worth it, to have access to your "brilliant" doctor who knows your daughter's case well.

Answer 4

First and foremost, stop taking this stuff personally.

I've been in customer service for almost six years, and it happens more often than not for various reasons that have nothing (usually) to do with you.

Take it with a grain of salt otherwise, you'll go crazy.

My suggestion to you would be to kill them with kindness. Don't let their rude comments or whatever ruin your day. You don't make the rules, you only enforce them.

Misery loves company. So when someone is being rude to you, chances are their goal, on some level, is to bring you down to their level: to get you just as angry as they are. Rise above that. Always be pleasant, and polite. It will only frustrate them more if you're pleasant, and polite consistantly and they know that they can't break you.

It works for me everyday.

Answer 5

I have a similar job and I find that the best way to deal with rude people is to be nice to them. You can't really get back at them without risking your job. You can be overly nice and polite, almost patronizingly so and it would probably piss them off a bit, but they wouldn't be able to do anything about it. Try not to make it personal, these people are beyond reason and they just want to vent. When people start to be rude you shouldn't have to deal with it just pass them on to your manager!

Answer 6

Killing with kindness seems to work for me. If you're assertive and polite, they either have to eventually give in and calm down themselves, or they have to hang up out of frustration. Either way, it will make your job easier. The only thing I would personally refuse would be someone cussing at me. A direct, "I cannot help you if you insist on using profanity" works. If it doesn't, hang up. That'll teach 'em. I DO have to agree with the woman who said you may be in the wrong profession. Don't get me wrong, you have to put up with a lot of crap that's probably not warranted, but if you're looking for revenge, there are more appropriate jobs for you elsewhere.

Answer 7

You do not "get back at them" because it is not personal!

These people are frustrated with the situation and may be taking our their frustration on you....but they aren't aware that their actions are affecting you. Most of them have friends/family in the hospital and are worried. This doesn't bring out the best in people!

Do your best to be kind and polite - answer their questions and try to be upbeat! If they have issues with policies, direct them to your supervisor or someone who may have the authority to "bend the rules" is theirs is an exceptional case. Otherwise, just explain that you understand their frustration - and that you're sure they understand that you are just doing your job. :-)

Chin up - and remember that YOUR kindness could really help someone through a tough time!!!

Answer 8

sit absolutbly quiet and just listen, then when they hear no responce they will shut up, then you say this " if you are through screaming at me and ready to speak as an adult iw ill be more than happy to help you" smile while saying ti , really it sounds cheesy but it will feel so good that they didnt get to you, dont be too rude though because people are obviously upset if they are calling a hospital looking for someone, so dont take it personal , it will work u will see...

Answer 9

Be Professional always... That is part of the job, you can encounter a different kinds of people, so don't think of getting back at them as long as you're doing your work well, think of good things you can make will be benefit to your company not on getting back at them. Just ignore them and focus to your work.

Answer 10

You don't.

Part of the job of the telephone receptionist is to be as pleasant as possible. You are the ambassador of the hospital and it's your job to keep a smile on your face and answer cheerfully, no matter how rude a person is.

If you are having this many people hanging up on you ~ perhaps the fault is in your own tone of voice when answering the phone or the way in which you answer questions.