Why are you so rude?

For me I do not get rude with people when I call a company with questions. For me I do my best to be polite and to work things out in the best possible way. I do not think that it is that they do not know better. I think that they are not thinking that it is a person and that they have feelings and that the person you are talking to should be shown some respect.

Props to you for just making it through the work day, I dont think I could handle that kind of job...That would take A LOT of innerstrength to get through the day without crying, and I sincerely hope they pay you enough... Likely what it is, is just people who never figured out the world doesnt revolve around them, I mean geeze, not paying your bill for three months and then getting upset at them? what kind of sick mind does that take ? I mean I can understand them being mad if there was an error or something, and then the call person wasnt being nice to them either, but you sound like you DEFINATELY did not deserve that treatment :(

That's terrible! You're just doing your job after all. Maybe they think if they're the squeaking wheel then they'll get the grease lol. I don't understand the need for profanity. Sure, I can understand their frustration with being late, but it's not necessary to take it out on somebody who's trying to get the bill resolved. Some people are just nasty and thinking only of themselves...sorry you had to run into each and every one of them yesterday. People are so rude to customer service anymore, it's a real shame!!

Some people think that they can bully others into doing what they want them to do. It is not aimed at you but I know it is hard when you get hit by it. That is one of the worst aspects of being a customer service officer. You seem to be coping with the abuse ok but it can wear you down if you let it.

I am glad you just laugh it off. it is the best policy. think from the caller's point of view. he or she is agitated because of the high bill. They have probably put in a complaint 2-3 times earlier too and have not got a suitable response. They are at their wits end not being able to use the facility they are being over charged for. It is insult to have a phone connection or an electricity connection cut and it is added to injury of getting an enhorbitant bill. Just bear with them. They are upsent and agitated. give them a patient hearing and assuage theri feelings.

Hi Katrinka, I am sorry for what you have faced on the call. I too work for the call center. The day one I was in my training I was told that the Customer is king. There were two rules that were told to us: 1) The Customer needs to be satisfied at any cost 2) If you think something else please refer rule 1. I too have experienced people calling and abusing for a mistake that we have not done. We cant talk back to them in the same way as we are not suppose to. On top of that we need to maintain our Quality Scores and Customer Service SLA's. One of my friend was on a call, the customer asked him to update the license for his software. On hearing a no from my friend he started saying too abusive language to my friend. My friend first warned not to use such language and then apolozized for the inconvenience but the Customer did not listen. Bugged up my friend transferred the call to the Clients place who handle the escalations. I dont know what happened at that end,but the very next day my friend was fired as to not meeting customer expectations.

It is hard telling what the people are going through by time you call. With the economy being bad all over the world and prices rising steadily but pay rates not moving while jobs disappearing, its hard on anybody. I know all week and last week I have been dealing with people over the phone and in person. I have not cussed at anyone. Because I think that is rude. Plus I know if I make someone mad that will not help me. Instead I wait til the call is over or I walk out of the office and let the tears flow.

You know what, you are my hero. I definitely do not think I would be able to do your job. With that said, I am not one of those people calling you and being so rude. I could never be. Although I never worked in a call center, I did work in retail for about 10 years. 6 of that was working as an assistant manager for a dollar store and then a store manager for a discount store. I know first hand how rude people can be. Since I have been on the receiving end of many rude complaints and rants, I vowed that I would never be that rude person.

Some rules for call centre workers who wish people not to be rude to them. 1. It is my call, I dialed the number, I decide to whom I speak. If I ask to be transferred to your supervisor, DON'T go away and have a private chat with them, transfer me immediately. 2. Don't take a job on a English speaking call centre unless your pronunciation is clear and you have learned English intonation. I pay for your service, perhaps indirectly, and I expect to be able to understand you. 3. Don't interrupt me whilst I am speaking, didn't your mother teach you any manners? It is extremely rude to interrupt someone, learn to recognise the natural cadence of the language then you will hear when I have finished speaking. 4. Admit it openly when your company has screwed up 5. When you have screwed up apologise sincerely 6. When you apologise, do not say, "I am sorry you feel that way" that is not an apology it is an insult, implying I am deranged or that you are insincere. 7. When asked quickly give your name, the name of your boss, the registered company name, number and office. Unless you can conform to these entirely reasonable rules expect rudeness. all the best urban

It must be hard workig in a call centre. The most important thing you can do is don't take it personally! These nasty people aren't really abusing you, they're abusing the company. They're angry because they have to pay bills (duh, they're not the only ones) and you're on the other end of the line so you end up copping the abuse. Try not to take it pesonally, although abusive phone calls one after the other all day must bring you down. If it is getting to you and stressing you out, you might be better off working somewhere else. Is the stress really worth it?

I'm sorry people are rude to you. But it could be that they've had enough rude bill collectors calling them that they finally cannot stand it anymore. When I was a single mom, I had no credit cards. But one bill collector decided that I owed a credit card from my mother-in-law who had passed away 4 years prior and there was no way I could get that woman off my case. It wasn't my bill and I didn't owe it. But she called me at 8 a.m. each day, around noon, at 5 p.m. and again at 8 p.m., figuring I would give up and pay. This when I was recuperating from knee surgery. Another time, the electric company called and RUDELY told me that we needed to pay an $800 electric bill that we DIDN'T owe. Sure enough, that jerk of a bill collector told me that my husband had a secret life that I didn't know about and I had better pay. Turned out that some jerk stole my husband's identity and had electric turned on about 4 hours north of us. All it took was for me to call the small town mayor and inquire about who lived at the address and I soon had the name and phone number. The power company could have done that as well, but they chose instead to call and harass me for something we didn't owe. So...while you might have some legitimate deadbeats, there could be some calls that ARE wrong. You know?

Oh I know how you feel. I used to do cust. serv. for a utility company, and it seems like every customer I spoke to, never paid there bills. They used to seem to think that I can magically turn their power back on right away if they went and made a pymnt, and they knew it could take up to 3 bus.days. They'd call in, and want all kinds of pymnt arr, and they had so many broken ones on their acct. There were so many other situations. When I couldn't help them, they would become very disrespectful, and req. a sup, or I would suggest to them that they speak to one, and I would also tell them they would inform them of the same thing that I just did. The calls were always monitored, so you could never really lose your cool. I had one guy cuss me out badly, and I just told him that he needed Jesus, and I would pray for him. lol. And of course, you weren't supposed to use any religious ref. or anything, but I was so mad. I don't think that call was monitored live. But, whenI was doing cust. serv., I hated it. I always felt so tired at the end of the day, and every time my headset would pick up a call, I'd always get a feeling of dread, and of course it rang all the time. So, I was always in a bad mood. I don't think I'll be doing cust. serv. strictly by phone ever again. I prefer to work with my customers face-to-face. They're always so nice and respectful that way. Oh , and why do the people who don't pay their bills act like it's your fault? I really wanted to tell them about themselves on that one, but of course, I couldn't.

Hello! I often call costume representatives but I am not rude to them but sometimes when they make me wait for long I really raised my voice a bit. The case you are saying is really rude, those people should learn how to respect costumer care representative. IT is their fault that their bill gone high. not yours, why would they take it out to you?

bad temper comes from various origins....illness, unhealthy diet, pressure especially emotional and financial pressure(if they didn't pay their bills on time)....they didn't mean to hurt you but you were the one who happen to be in contact with them at the moment. don't let it hurt you and pls understand that it's not your problem.

I actually never swear to people that I owed money to, unless it's billing error or it's bad customer service, such as not adding my name as second name to the phone account so I can speak to them when hubby is not bothered to. The person who can't be bothered about bills is actually my hubby, that's why he called the phone company to add my name on the account so I can talk to him. But whoever it was he talked to, didn't do this, so when I called them a girl actually said I didn't have the right (or whatever) to talk about the account. I told her my husband already added my name but she didn't want to listen. Another time was I had a row with credit card company. I was closing it, and was told they didn't accept payment by phone using visa. So I mailed a visa check and for 2 months I kept getting interest because the payment was never credited!! I called them several times and finally I couldn't take it. I went to BBB and then they found out that this payment was credited into hubby's account. Right there I lost my patience and calling them stupid. Hubby had to call them so that the money can be transferred into my account. Then they sent me a letter apologizing because along with the check there was a memo saying to whose account it supposed to be credited, meaning there is no reason why they credited the payment to someone else's account. Now I don't know how someone can live wih themselves, after giving bad customer service that is causing the whole company to get a bad name. I do hope that these people are fired or penalized, because they know their job and yet they didn't do it. I don't believe customers are kings, but everyone who makes mistakes has to pay for it. I have to pay interest if I don't pay my bills on time, so why can't they pay for it if they make a mistake crediting my payment to another account? Sorry for the long story, I'm in the mood of writing a story :) by the way this reminds me. I should also go to BBB if the phone company messes up. I didn't last time, but I will if it happens again.

You have the type of job in an area where a lot of this behavior will be going on. I have worked in the industry of telephone research and/or telemarketing. I have pretty much heard it all. Whenever you are in a call center as a customer service person it can be quite stressful. It seems that every person can be inconsiderate at times. I guess you just can't take it too personally. But sometimes it is hard to come to grips with this type of thing at the end of the day. It surprises me that you want to go to work each day or maybe you don't! It could be that half of these people might have had a bad day at their jobs and take it out on you as everything comes to a head. Of course then you are the one who has to deal with their bad mood. Wish you luck. Be brave!

maybe they are so mad with your company's policy and not to you personally. It's just that since you are a company's representative, they are so rude to you, since they cannot tell it to the owner itself. Anyway that is our job, complete tolerance my dear. I am also in service oriented company, and complains are just a spice of our job. And I bet, if we will put ourselves to them, maybe, just maybe, we can understand them more. and believe me, if we can only let the other people feel that we are so sorry for what is happening to thier account or something like that, they will melt down. Just give them some valuable response that will really help them and inform them on what's the best thing to do, and tell them that you are very much willing to help them,if only we will discuss things in a more subtle way, most of the clients, will response to it positively.. try it.it works..

I used to work for a phone company so I know what you mean by this. I also though am one who has gotten calls from bill collectors. I don't agree on the swearing and rudeness at all, but with things the way they are today with the economy people are upset with trying and trying to make ends meat but prices on everything keeps getting higher. Now I know this isn't your fault, but just like there are rude customers there are also rude people on your end. An example of this is I had co-signed for a friend, and was suppossed to be taken off after so many month. Well they never would take me off then my friend lost their job and the vehicle got repossessed. The company came after me. I live on a fixed income and told them I am sorry but right now I can't pay. The guy from the company actually told me that I seemed complacent with my life and that I was lazy. With calls like this I got upset. I asked to speak with his supervisor and he said no and that I just needed to start paying my bills. He got very rude. So I can see both sides a little. People are tired of being taken advantage of, and while electricity and water are things most need today now, and having no where else to go for them but the company that provides it in their area there is no other recourse for them. Seems the companies are ones who don't care at all about their customers. I know you don't take it personally, but many today don't have the manners that once were taught by parents and in schools. Sadly they don't understand that the people who take their calls can't do anything about the prices so they vent their anger on the only ones that they do come into contact with, namely you. It is a sad state of affairs we live in today and only looks like things will get worse. I am sorry you have to deal with this but it comes with the job. I hope that more of your days are pleasant than horrible.

I worked in a call center for 6 years where i called people.I sold credit cards.I had an endless amount of irrate and very rude customers.It didn't really bother me because i knew where they were coming from.I hated this work but i had to make a living and basically all we have around here are call centers.I knew these people were being harrassed all day with calls from call centers and sure they were mad.I would be mad too.Well.I changed my job to a call center where customers Called me.I took catalogue orders for 2 well known brands of clothing.I also did customer service.Now i thought with the people calling me things would be different,I was wrong.I got called name after name after name-and not good ones!-I was told off at least 20 times aday or more.I guess you can't win.I am on leave right now and debating whether or not to go back.I may not have any choice in the matter as its really the only thing offered around here. happy mylotting

Sorry about your bad day. My daughter got sacked from a call centre. She had had enough of the swearing and abuse she was getting, so on her last day she hung up on three calls, and got fired. Maybe not the best thing to do, but there's only so much one can take.