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#1 Edited by jhazzroucher (14724 posts) - - Show Bio

Is there (or shouldn't there be) a law that doesn't allow customers to say bad words/ insult to customer services agents in a phone call?

I just think that if customers feel bad, they shouldn't say the "f" word (or any word similar to that) nor discriminate/insult you or of where you are from (like customers would say "you don't understand because you're an Indian/Filipino,etc" or something else that is similar to that.).

I think there should be a law that doesn't allow them to say those things because some customers do abuse.

I know that customers get frustrated but if the agent has been nice and is just doing his/her job like it's just the only thing they can do, the customers shouldn't get mad and say something that would insult the agents. The agents are following policies that they cannot bend.

They can always write directly to the head office or ask for a manager, but saying something insulting to the agent is not fair especially that the agents are not allowed to fight/insult back.

#2 Posted by The Stegman (22735 posts) - - Show Bio

Well, if customers get too rowdy, then kick them the hell out.

#3 Posted by XImpossibruX (5152 posts) - - Show Bio

@the_stegman said:

Well, if customers get too rowdy, then kick them the hell out.

This.

If they're not going to be respectful, then promptly tell then to GTFO.

#4 Posted by jhazzroucher (14724 posts) - - Show Bio

@ximpossibrux:

Well, if customers get too rowdy, then kick them the hell out.

But don't you think making a law about it would be better?

#5 Edited by XImpossibruX (5152 posts) - - Show Bio

@jhazzroucher:

A law? No. A rule, yes.

Verbal abuse isn't really a crime, unless it's really degrading to someone like a police officer. Seeing as how most customer services can just hang up the phone, and don't have to deal with face to face, or physically degrading comments.

There should be a rule saying, be respectful or we'll hang up on you/send you out.

#6 Edited by King Saturn (223723 posts) - - Show Bio

It depends on the situation. I know there are a lot of companies that call customers who don't really want to be bothered with a Sales Call and they are on the DNC list and they get several calls from Phone Agents from different companies trying to sell them essentially the same thing. This is very frustrating to consumers because they are being harassed about some stuff they really don't want and that can cause the cursing to ensue.

#7 Posted by AweSam (7360 posts) - - Show Bio

Always answer with, "I'm sorry you feel that way".

#8 Edited by mrdecepticonleader (17500 posts) - - Show Bio

Making laws on what people can and can't say?

Very bad idea.

#9 Posted by jhazzroucher (14724 posts) - - Show Bio

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

#10 Posted by jhazzroucher (14724 posts) - - Show Bio

It depends on the situation. I know there are a lot of companies that call customers who don't really want to be bothered with a Sales Call and they are on the DNC list and they get several calls from Phone Agents from different companies trying to sell them essentially the same thing. This is very frustrating to consumers because they are being harassed about some stuff they really don't want and that can cause the cursing to ensue.

HOw about customers calling the customer services department?

#11 Posted by King Saturn (223723 posts) - - Show Bio

@king_saturn said:

It depends on the situation. I know there are a lot of companies that call customers who don't really want to be bothered with a Sales Call and they are on the DNC list and they get several calls from Phone Agents from different companies trying to sell them essentially the same thing. This is very frustrating to consumers because they are being harassed about some stuff they really don't want and that can cause the cursing to ensue.

HOw about customers calling the customer services department?

Oh that's different... I am more of an Outbound Call Center specialist myself.

#12 Posted by AweSam (7360 posts) - - Show Bio

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

Costumer service agents are supposed to be calm and professional. If they decide to act against the person on the phone, then they're not qualified for the job.

#13 Edited by mrdecepticonleader (17500 posts) - - Show Bio

@awesam said:
@jhazzroucher said:

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

Costumer service agents are supposed to be calm and professional. If they decide to act against the person on the phone, then they're not qualified for the job.

Exactly and they will be fired for it. No need to bring laws in.

#14 Posted by King Saturn (223723 posts) - - Show Bio

@awesam said:
@jhazzroucher said:

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

Costumer service agents are supposed to be calm and professional. If they decide to act against the person on the phone, then they're not qualified for the job.

this is correct... just about every company policy has rules and regulations against an Agent talking dirty to a customer.

#15 Edited by PowerHerc (80692 posts) - - Show Bio

Customers can be a-holes, too.

#16 Edited by Squares (4672 posts) - - Show Bio

@awesam said:
@jhazzroucher said:

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

Costumer service agents are supposed to be calm and professional. If they decide to act against the person on the phone, then they're not qualified for the job.

this is correct... just about every company policy has rules and regulations against an Agent talking dirty to a customer.

Well yeah, dirty-talking a customer is sexual harassment.

#17 Posted by danhimself (22212 posts) - - Show Bio

I used to work as a customer service rep for Citibank and would get phone calls daily from people just screaming at me and calling me names and swearing....we had two choices

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

I usually tried my best to kill them with kindness because you have to remember that they aren't really mad at you as an individual they're mad at the company or for the most part mad at them themselves for being an idiot who doesn't know how credit card companies work

#18 Posted by MonsterStomp (15219 posts) - - Show Bio

Never been in a situation where a customer got angry with the services I provide. If they did, I'm not sure if I'll take their sh*t.

Its called verbal assault. But then again that's with face to face confrontations, I guess talking on the phone will be different. I'll probably start trolling them.

#19 Posted by AweSam (7360 posts) - - Show Bio
@squares said:

Well yeah, dirty-talking a customer is sexual harassment.

Not if they charge by the minute.

#20 Posted by Squares (4672 posts) - - Show Bio

@awesam said:
@squares said:

Well yeah, dirty-talking a customer is sexual harassment.

Not if they charge by the minute.

Good point.

Okay, so if they're paying for it, it's fine. Otherwise, it's harassment.

#21 Edited by Renchamp (2271 posts) - - Show Bio

@jhazzroucher said:

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

I know. It's just that if the agents would fight back, they would get a warning or worst, termination.

That's not the government's job, though. Laws aren't made just because there is the potential for someone to be a jerk. This is something to take up with your boss to see what the protocol is at the company, as you should be able to mitigate any verbal abuse.

These are typically the best choices. (And disconnecting when in the right feels so effing good.)

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

#22 Edited by DoomDoomDoom (4212 posts) - - Show Bio

I had a customer call me at my previous job irate at how an employee had treated him. I fielded the complaint pretty well until he preceded to call me a N word with a hard "er" at the end I just said "terminating, TERMINATING" and hung up. It happens.

A law like your describing would set a dangerous precedent. So no, I'll take the abuse and keep my right of semi-free speech

Online
#23 Edited by silkyballfro94 (1495 posts) - - Show Bio

Yeah I can remember a couple of times when a customer goes off at the cashier and acts like they're owed something. They are so annoying and really unnecessary. It's bad for everyone, I mean I feel like just punching the hell out of their face and telling them to get out. But no I don't think there should be a law for it.

#24 Edited by JediXMan (29261 posts) - - Show Bio
#25 Posted by PrinceAragorn1 (15898 posts) - - Show Bio

I'm more interested in finding out what happened to the op, to make him create this thread lol

#26 Posted by Yung ANcient One (4595 posts) - - Show Bio

NO the costumer is always right even when they are dead wrong. In my opinion, suck it up, do your job. This is coming from a guy who worked at a hardware store (e.i. HomeDepot-ish.)

Yes costumer can be overly rude or annoying but they literally pay the bills with their business. If you want to kick costumers out, run your own business or call for the boss so she/he can kick them out.

I been on both ends. I been frustrated and feel like I am not being well assisted and since IT IS MY MONEY, I can express myself however I want. At the same time, I have been on the end where a pissed off costumer wants to express their anger to me, and I'm just following protocol.

I always, always find a way to defuse the situation and it feels good when I make someones day better. I also have had my moments where I'm like *click on* "Can I get a manager down to window room please" *Click off*

( +)

#27 Posted by DecoyElite (4019 posts) - - Show Bio

I've been flipped off, cursed at, and growled at. But I never, never insulted a customer...to their face.

And really unless they go past certain lines they're just annoying and I could deal with annoying.
That said I really enjoy my current job as it doesn't require dealing directly with costumers.

#28 Posted by jhazzroucher (14724 posts) - - Show Bio

I used to work as a customer service rep for Citibank and would get phone calls daily from people just screaming at me and calling me names and swearing....we had two choices

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

I usually tried my best to kill them with kindness because you have to remember that they aren't really mad at you as an individual they're mad at the company or for the most part mad at them themselves for being an idiot who doesn't know how credit card companies work

But some customer s are abusive thinking that nothing will happen to them and that the call center agents cannot fight them back because they'll get a warning or be terminated.

Besides, I think customers insulting us especially if it doesn't relate to the situation (like being racist or saying bad words) is really too much.

I'm more interested in finding out what happened to the op, to make him create this thread lol

I'm a very patient agent actually. It's just that sometimes, it feels so unfair when you can't fight back.

#29 Posted by jhazzroucher (14724 posts) - - Show Bio
#30 Posted by mrdecepticonleader (17500 posts) - - Show Bio
#31 Posted by danhimself (22212 posts) - - Show Bio

@danhimself said:

I used to work as a customer service rep for Citibank and would get phone calls daily from people just screaming at me and calling me names and swearing....we had two choices

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

I usually tried my best to kill them with kindness because you have to remember that they aren't really mad at you as an individual they're mad at the company or for the most part mad at them themselves for being an idiot who doesn't know how credit card companies work

But some customer s are abusive thinking that nothing will happen to them and that the call center agents cannot fight them back because they'll get a warning or be terminated.

Besides, I think customers insulting us especially if it doesn't relate to the situation (like being racist or saying bad words) is really too much.

it's just words and you have the option of hanging up

#32 Edited by mrdecepticonleader (17500 posts) - - Show Bio

@jhazzroucher said:

@danhimself said:

I used to work as a customer service rep for Citibank and would get phone calls daily from people just screaming at me and calling me names and swearing....we had two choices

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

I usually tried my best to kill them with kindness because you have to remember that they aren't really mad at you as an individual they're mad at the company or for the most part mad at them themselves for being an idiot who doesn't know how credit card companies work

But some customer s are abusive thinking that nothing will happen to them and that the call center agents cannot fight them back because they'll get a warning or be terminated.

Besides, I think customers insulting us especially if it doesn't relate to the situation (like being racist or saying bad words) is really too much.

it's just words and you have the option of hanging up

I can see why people would be hurt by words, but you do indeed have the hang up option.

#33 Posted by danhimself (22212 posts) - - Show Bio

@danhimself said:

@jhazzroucher said:

@danhimself said:

I used to work as a customer service rep for Citibank and would get phone calls daily from people just screaming at me and calling me names and swearing....we had two choices

1. try our best to deal with them politely as possible

2. warn them that if they continue to act like that then you will disconnect the call

I usually tried my best to kill them with kindness because you have to remember that they aren't really mad at you as an individual they're mad at the company or for the most part mad at them themselves for being an idiot who doesn't know how credit card companies work

But some customer s are abusive thinking that nothing will happen to them and that the call center agents cannot fight them back because they'll get a warning or be terminated.

Besides, I think customers insulting us especially if it doesn't relate to the situation (like being racist or saying bad words) is really too much.

it's just words and you have the option of hanging up

I can see why people would be hurt by words, but you do indeed have the hang up option.

why? they don't know you, you don't know them....the only way that they could say anything negative about you is if they made a good guess

#34 Posted by mikex20 (2769 posts) - - Show Bio

@jhazzroucher said:

@jedixman said:
@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

This.

Limitations at least?

Limitations on what?

I'm assuming you're complaining about frustrated Americans talking to a customer service rep in India, the Philippines, or Indonesia. So, who would make the law, or even enforce it? What possible punishment would they hand out to discourage others from breaking the law? The American government barely cares about its own citizens, so I doubt they would pass a law to protect the feelings of someone in a foreign nation, and I doubt the government of India would pay hefty extradition fees to fly someone there to stand trial for it.

I do understand that racial slurs are never appropriate. But, I think the best course of action is for the customer service rep to remember that the remarks aren't personal, and to keep in mind that some people have trouble understanding a foreign accent, especially over the phone.

Remember to keep calm. Assure your customer that you're doing your best to aid them. Pretend that you never heard the comment, don't fight back, it's not worth losing your job because some jackass can't keep their cool. If the customer gets too out of control, politely refer them to your supervisor.

#35 Posted by Spideysense44 (2735 posts) - - Show Bio

Kick them out

#36 Edited by PrinceAragorn1 (15898 posts) - - Show Bio

@princearagorn1 said:

I'm more interested in finding out what happened to the op, to make him create this thread lol

I'm a very patient agent actually. It's just that sometimes, it feels so unfair when you can't fight back.

I have to say it's a little unfair..

#37 Posted by JediXMan (29261 posts) - - Show Bio

@jedixman said:
@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

This.

Limitations at least?

No. There should not be laws that limit freedom of speech. Company policy is one thing; taking it to a federal or even a state level is going too far.

#38 Edited by Vance Astro (91065 posts) - - Show Bio

When customers get rowdy, I kiss them in the mouth...even the men!

No homo

Moderator
#39 Posted by laflux (13699 posts) - - Show Bio

When customers get rowdy, I kiss them in the mouth...even the men!

No homo

I thought you would just whisper "Slaughterhouse" in their ear, and then stand back as the turn to salt and crumble.

Online
#40 Posted by teddy_the_god_killer (235 posts) - - Show Bio

@jhazzroucher: See this is why I dislike liberal idealists (even though I am one myself). Make life better by suggesting outlawing freedom of speech. Curb a human's right to express themselves.

If you don't like that aspect of the job don't do it. During university I worked in a restaurant and one day I went to serve a white family and the father asked if he could have someone white serve him. I never batted an eyelid...it is his right to express himself, he never physically touched me or insulted me, he made a request. I would rather open honesty, even if I do not agree with what is said. Better that than never find the truth. If what other people say, especially complete strangers bothers you that much then that is a shame. When I worked in the customer service industry many years ago I saw bad customers as a challenge and I ensured that I tried to win each and every one over. It all comes down to self-belief, the ability to listen and a knowledge of the limits of your role.

If you do not agree...that is your right.

#41 Posted by BumpyBoo (7614 posts) - - Show Bio

Making laws on what people can and can't say?

Very bad idea.

Absolutely agree.

Thing is, I have been in some horrible situations with customers. Not ashamed to say but when I first started out in retail years ago and had my first nasty customer, it made me cry :/ Having someone right in your face, yelling and pointing their finger and properly screaming at you, it is intimidating at first. Feels personal. Wasn't used to it, my guard was down, and I ended up getting quite upset. It was over something really stupid too, this woman just lost it, and I had done NOTHING wrong. She asked to see my manager, and when she spoke to him, he banned her for abusing his staff XD

I had a good boss, he taught me to not let them get under your skin. It can be alarming, and intimidating but....there shouldn't be a law against it. For all I know, she might have had the worst day ever, and I was just unlucky enough to be there when the proverbial last straw came along. You can't take it to heart, and if you do, if you can't at least harden yourself to it....then you are in the wrong line of work :/

#42 Posted by ImagineMan16 (466 posts) - - Show Bio

There definitely shouldn't be a law.

Costumers can exercise their right to say whatever horrible thing they want... and you can exercise yours to hangup/kick them out.

#43 Posted by Strider92 (16032 posts) - - Show Bio

Theres only one thing at call centers that ticks me off and its when you get patched through to someone who can barely speak English. It may seem harsh but if you can't speak the language of the country you're working in then you shouldn't be working in a job that entails using said language on a very consistent basis. Aside from that nothing really ticks me off as a customer.

#44 Edited by mrdecepticonleader (17500 posts) - - Show Bio

@danhimself: Because people are. Sometimes you can't help but feel hurt by what someone says. Even when its not personal. Again I agree with the sentiment that you do have options on hanging up etc. Making a law about it would be extreme and unneeded.

@bumpyboo said:

@mrdecepticonleader said:

Making laws on what people can and can't say?

Very bad idea.

Absolutely agree.

Thing is, I have been in some horrible situations with customers. Not ashamed to say but when I first started out in retail years ago and had my first nasty customer, it made me cry :/ Having someone right in your face, yelling and pointing their finger and properly screaming at you, it is intimidating at first. Feels personal. Wasn't used to it, my guard was down, and I ended up getting quite upset. It was over something really stupid too, this woman just lost it, and I had done NOTHING wrong. She asked to see my manager, and when she spoke to him, he banned her for abusing his staff XD

I had a good boss, he taught me to not let them get under your skin. It can be alarming, and intimidating but....there shouldn't be a law against it. For all I know, she might have had the worst day ever, and I was just unlucky enough to be there when the proverbial last straw came along. You can't take it to heart, and if you do, if you can't at least harden yourself to it....then you are in the wrong line of work :/

Yeah I can see that. People can be downright nasty sometimes for no good reason. But there is a line between that and what is against the law and both need to stay on their respective sides of the fence.

Yeah that is true. If people can't stand the heat maybe they should get out of the kitchen....

#45 Posted by BumpyBoo (7614 posts) - - Show Bio

@mrdecepticonleader: Absolutely. There was no excuse for me to respond in kind, so I didn't, even though she was horrible. If I had, I would have been disciplined, and that would have been right IMO :)

#46 Posted by Deranged Midget (17599 posts) - - Show Bio

Oh boy, I've had my fair share of rowdy customers over the years while working in retail and now as Security at a Casino. Can't let that stuff phase you, especially when the people are drunk or just tired after work. I've had a guy chuck an apple at me because we ran out of a special once at my grocery shop and I just looked back, smiled/waved and in a loud voice yelled "Thanks for stopping by, hope you have a great night sir!" He was PEEVED! My department manager and I laughed about it. Good times!

Moderator
#47 Posted by Strider92 (16032 posts) - - Show Bio

@deranged_midget: Casino security? Ok you've trumped in crap customer top trumps lol. I'm a technical drawer for a construction company so if something goes wrong I take the brunt regardless of who actually messed up as I did the drawing but Casino security? Damn that musta had its moments lol.

#48 Posted by Deranged Midget (17599 posts) - - Show Bio

@deranged_midget: Casino security? Ok you've trumped in crap customer top trumps lol. I'm a technical drawer for a construction company so if something goes wrong I take the brunt regardless of who actually messed up as I did the drawing but Casino security? Damn that musta had its moments lol.

YUP! Especially people coming out of concerts late at night, drinks in hand. Always a fun time.

Moderator
#49 Edited by mrdecepticonleader (17500 posts) - - Show Bio

@bumpyboo said:

@mrdecepticonleader: Absolutely. There was no excuse for me to respond in kind, so I didn't, even though she was horrible. If I had, I would have been disciplined, and that would have been right IMO :)

Yeah, I guess so. :)

How long did you work in customer service?

#50 Posted by Vance Astro (91065 posts) - - Show Bio

@laflux said:

@vance_astro said:

When customers get rowdy, I kiss them in the mouth...even the men!

No homo

I thought you would just whisper "Slaughterhouse" in their ear, and then stand back as the turn to salt and crumble.

I don't talk about slaughterhouse in public..the feds are watching.

Moderator