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Questions: Dealing with profane and abusive callers? - Stressed Out Workers
| Questions: Dealing with profane and abusive callers? My work (I'm a manager, not a call-centre worker) often requires me to deal with people who are stressed out, profane, rude, crude and abusive. I need tips to help me handle all this without having a stroke or screaming back at them. |
| "Why are they abusive?"
Do you think they are abusive because of some personal problem? Or, more likely, they are abusive out of sheer frustration of trying to get their problem resolved.The business you work for probably has a system in place like average call handle time, ie: you and your coworkers are basically rewarded for being fast and this inherently leads to non-resolution of probelems. The business you work for probably doesn't resolve issues on a big scale. ie: you solve the same problem over and over for different customers. The business never looks at solving it once and for all for everyone. So the answer is to hijack the next board of directors meeting and give them a dose of common sense! |
| "handling rude and abusive callers"
In my experience, most callers turn rude and abusive because they are frustrated. Low quality products and services usually cause this. If you are getting a considerably huge number of this kind of callers, it can only mean one thing: you are not giving premium quality and you are not keeping whatever you promised your clients. This has to change.There are also callers that are just inherently rude and bad-tempered. There's no avoiding them. The best way to deal with them is by being even-tempered. Usually, they just calm down when they realize you're not matching their temper and their mood. Anyway, as long as you do your job and help callers with whatever they are calling about, inherently rude callers should be few and far in between. |
| I can definitely relate with you. I had experienced the same thing. I think being the agent it is your task to assist customers in a nice way. If the customer is pissed off and abusive, just relax and give proper warning if they speak profanity. I'm pretty sure it's stated in the code of ethics for agents in your company. Just don't take it personally. Anyway, they are not upset at you, but with the disagreeable service they get. |
| Yeah! That is really an embarrassing to encounter those rude nor abusive customers. Actually, I can relate with you because I had almost the same case with you. I am a customer service manager and I am always stressed in dealing with the different personalities everyday. In fact, there were times that I think I will already lost my patience and I do not know on how I will handle the situation. Thanks for those posts. |
| I think it is not a good excuse for those customers to talk rude if they got disappointed on a certain product. They can complain in a nice manner and try not to talk harsh to people. Do they think that by talking harsh and saying bad words they can get the problem solved? I myself, if I am to encounter the same customer I would surely hang the phone, just kidding.. |
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