Have You Ever Been An Irate Customer For The Rest of Your Life?

hello rberon, well, No wonder you are one of their BEST, you can handle twenty five to thirty customers. is this an inbound account for local or foreign? being two years in the industry i think this has made you an expert, i think they should have truly promoted you. if i recall, people can be promoted for the span of six to three months, but i guess it's in the past now, thanks to the greedy people who made the finacial crisis possible. THere was an irate customer that i used to handle, it would always be longer than my call handling time. i was always mad when ever he calls but after he mentioned "were at his mercy" i just pitied, until he finally gave up our service since the shipping was totally delayed. there was a time where i was irate. the first was with your company when back in my previous job. we enrolled for smart bro but at that time, they were some complications that took months, and the korean programmers where there making the site, it was humiliating because they were using dial-up. then, one time i was so pressured with work that when i called the csr, i couldn't help it, my brother has always been an irate one, trying to outsmart the csr, until he (csr) hangs up. that was 2006 i think. i miss being in the industry. but i guess am not the same guy anymore..well, that's life.

Hello rberon . One of the reasons why I left the call center industry is because of the stress from dealing with irate customers or callers. My colleagues are always amazed because no matter how difficult a caller can be, I always remain calm. I always believed in not letting customers or callers see or feel how I really feel when they start lashing out on poor service that is being provided. Like you, I handled a lot of not so happy callers because I was already accepting escalated calls. No matter how high my salary was, it never equated with my doctors bills plus the medicine that would be prescribed. My immune system was very low and I suffered all sorts of infections. When my doctor got tired of seeing me almost every month, he told me to either change my job or he would refuse treating me. I resigned and now have no infections. I am not saying that all people calling helpdesks are irate or have nothing to do. They call because they do need help. One of the problems or conflicts with this profession is that when people call, they expect you to resolve their problems instantly. I have had not so nice callers who hang up or even curse me from head to toe. I can understand them being upset. But I can never forgive them for passing racial remarks. Outsourcing has long been a controversial issue. I have had callers commenting that they do not expect good service because they know that they are speaking to non-US residents. Or they would pretend not to understand a word that you are saying and demand to speak with someone who is US based. One of the worst comments that I got was from someone who wanted to know what kind of tree house I lived in because he thinks that people from my country lived in tree houses. But this is not a generalization. I have had my fair share of very good callers. Its just that when you work in this industry which is service based, you will get all kinds of people. I keep my experiences in mind when I speak with other customer service representatives, store clerks, or even security guards. Whenever I get upset, I apologize for being upset and explain why I am being upset rather than lash out.

well yes, there are a lot of these awful companies! and all of them are just simply on the verge of getting our money with no want for good service, its like we need them and hence they are valuing their customers as much.

hi rberon wow that must be a sort of tough job at times as people forget the customer service rep is not the person to get mad at. I guess like most people I have become irate but only'because I was put on hold, waited and waited, then some idiot came along and believe it or not disconnected me so I got a phone lady saying if you want to speak to someone you must hang up and dial again. Say what? So I was simmering now having waited for forty five minutes only to be cut off, so redialed and heard myself really being obnoxious to the poor customer representative who happened to take my call. She sounded like she was ready to cry so I apologized and told her why I was so upset, then she really did help me, she gave me the right number to call for the problem I needed solved. then was asked if I would consent to a five minute questionaire regarding her efficentcy so did so and gave her an A plus.

Ya i am also irritate by client , I am web developer . The client want to build a inventory for the self industry and give guideline to me for inventory , i go according to his guideline and feel that I am go for a complex inventory which may be have chance of wrong purchasing so I talk with client, the client is half mind according to me ever repeat same talk daily . So project is still not complete. And dont like talk with that client.

I used to work in a call center before. Clients are usually irate whenever they are calling. i understand them but then they must also understand that we are just there to try to solve the problem and it was not actually our fault. But then some are still gonna make you feel horrible.

I cannot stand BT because of what they did to us. We were with them for the agreed period and they cancelled our account a month early because we were late with payment. They charged us a cancellation fee plus charged us for the month they cut us off. They cut us off earlier when they realised we were going to a different company and then charged us. They charged us over 100 pounds in total.

I had problem with my internet connection for almost 2 weeks I had waited for the technical team to come to my places and fix the antenna. Before that I call my internet service provider hotline and a nice voice lady reply. So far I have explain my problem and she gentle teach me to try to check my connection still i could not connect. Thus, she gives a date for the technician to come then it is schedule by 2nd week. I said that I could not wait it that is too long for me. The lady ask for apology since she explain it is the only time schedule that is available so i have to oblige. Thus, when the technician arrive it all fix now comes to the rebates...in my latest bill it did not reflect. So, I decided to call again the CSR so she promise they would attend to that and true to their words..when I pay the bills is already discounted. Wow, the services is truly amazing, fast and efficient. So far I never been an irate customer as I like to put myself in the shoes of the CSR do not like too heard irate clients. What I do not like about the CSR all their saying is already scripted most of the times and my exact inquiries is unable to be resolve immediately...

Congrats to you for working in customer service. Kudos to you - it's a job that doesn't pay NEARLY enough. You must have very thick skin! I don't work at a call center, but I work (minimalistically) in customer service - and that enough can be a challenge. I probably only have 2-3 extremely rude and impatient customers every day, thankfully, but I only work a 3 1/2 hour shift, too, so that could account for that number being so low. If their problem is something simple, I try to just resolve it as quickly and easily as possible without angering them anymore..But if it's out of my reach or something that we aren't responsible, I end up telling them flat out and letting them be as mad as they'd like. Which is not something a good customer service rep. should do! Haha! But I never said I was any good at it. It would be nice if customers could put on someone else's shoes for a change, and recognize how irrational they're being. *shrugs*.

I’ve been an irate customer for several times in my entire life. Let me share you some of them and why: 1.Riding a cab with a driver complaining about the traffic and will ask you to add extra amount to your taxi fare. I am generous enough to give extra amount for consideration but don’t ask I know when to give and not. 2.Riding a cab with a driver who let you in and then when you tell him where you’re going, he will rudely tell you he’s not going to that direction because it’s traffic. Where in the area of Metro Manila that is not traffic. Traffic is everywhere this is a reality. 3.“No Change” – This usually happens in the department store and grocery stores. The cashier will give you not the exact amount of your supposed to be CHANGE because they don’t have enough coins to give you for your change. So how many customers in a day with the same case with me. The store will have an extra income out of that “no change” factor? I used to ask the cashier if I am short with coins will she give me the product that I need to purchase. 4.Frontline Staff attending to their personal calls (letting the customer wait for minutes) and not even acknowledging the presence of the customer in front of them.

Hi rberon, Just lately I've been irritated with the TFC service provider in our place. I've booked and paid at least two weeks ago a movie to be shown via pay per view on television. Actually it was the movie "And I Love You So" by Bea Alonzo, Derek Ramsy and Sam Milby. You know overseas workers like us, tends to be so excited when Filipino movies are being shown here that we won't let it pass. And so, I've invited my friends to come to our apartment on the day it will be shown as it was an off day for us. But alas...it was not shown on the scheduled time, and I can't call the TFC office as they are also off on that day. I feel frustrated and of course ashamed at my visitors for having invited them. The next day, I called them and found out that the payment has not been processed and how would I know it? For payments I usually gave them an authorization to debit the amount on my credit card account and only by end of the month I'll be receiving my statement of account. The point is they haven't informed me of the problem beforehand and to think that this is not the first time to happen. Hence, I'm planning to change our TFC provider upon expiration of our contract.

I worked as a csr also before and I also deal with irate customers. I guess that's the difference between Filipino's and foreign nationals. Because as a Filipino we have more patience and we always think if we are hurting somebody. For me, I wont be an irate customer unless that representative have mistake.

Oddly enough, that happened to me this very day. I was half an hour late to the doctor's office with my child. The doctor is a specialist and he is one and a half hours away. They never gave me directions to the new office so I was lost. When I got there she said the other lady could go ahead and I had to wait half an hour because the other lady was on time. This embarassed me alot and I started crying.

I try to be nice to every one. But there are times like when telemarketers call at dinner time, or if you have nicely told someone that you are not interested in their product and they refuse to take no for an answer. I understand that is part of the job, but it gets annoying. Especially, when you politely tell them you cannot afford it. Take heart though, not every one is an irate customer. I know it is a tough job you are doing, but it will get better. Chin up.

Hi rberon, :) Well - I think sometimes customer representatives are overloaded. In process, they tend to answer some questions mechanically without giving due attention - u know temporary fix. The individual who is at receiving end, later becomes an irate customer. For example recently - a month ago, we ordered some product on television. We were asked to pay upfront. We did that. We were given a receipt without date. Periodically we followed up, goods didnt arrive. But yesterday, my father had to give it. One month is a lot of following up - and lot of temporary answers, dont u think? Targets should be reasonable so that people get proper attention.