Customer Service Representative - they are people with feelings!

I have talk with very nice and sweet customer service rep. but there are some that hung up the phone in your ears when you say you don;t to buy anything. Something that bothers me about them is they have a script and it doesn't matter what you ask and because phone call is recorded they only keep reading the script, and that is annoying. But of course they desire to be treated with respect because they are just doing their job.

I understand this but also customer service reps need to listen to the concern of the customer and if they cannot help or do anything, they need to immediately transfer the person to someone who can. I cannot tell you how many times I explain my problem briefly and the person who fielded my call immediately responds with 'I can't do anything about that' or 'that isn't in my jurisdiction' - basically it is up to someone higher up in the company like a manager or team leader to take action on my problem. This means I need to speak with that person to solve things, and when I actually call customer service, I expect to have my problem solved, not waste 20 minutes conversing with a customer service representative who already told me right away that they cannot fix my problem. I don't call to vent, although I may vent while describing the issue I am having. The most recent issue I had was probably with my cell company, and I ask them right away to connect me to someone else if the person I reach first cannot do anything, technically, legally, etc. I don't want to waste my time OR theirs, so I really ONLY want to speak with a person who is able to do something, otherwise it is a complete waste of time. I have worked as a first-line customer service rep - for a bank. I have also worked in claims processing. The thing is, each person should be fully responsible for what each does or doesn't do, and customers should be able to speak directly with the person who either did do their job correctly or DIDN'T do their job correctly. Only then would blame be heaped on the correct person - the one who dropped the ball. I also believe that customer reps should be able to solve customers' problems or complaints without having to go to managers and higher bosses, otherwise what is even the point of reaching a customer service rep in the first place??

HI Blueangel, I actually did that job in the auto claims dept before moving on to adjust and settle claims. I know it is hard to listen to someone who is all worked up but the thing is, most of the people that are calling have suffered a loss and some are injured or had loved ones injured. As hard as it can be to listen to, it is pretty much the nature of the job. Even when I moved on to adjusting, I still got calls asking how their claim was progressing, when they would get their check or disputing the amount. Almost always I was able to calm them down and reassure them that we were doing the best we could to get their claim settled as quickly as possibe. Once in a while, I'd get a customer that was beyond rude. In that case, I'd forward the call to my boss.

It's not my attitude to shout at costumer representatives. I know that they are just employees doing their job, so we don't have to shout or quarrel with them. Instead , we should be polite and gracious in speaking to them, lest they will delay intentionally to get even, our requests. However, some customer representatives are arrogant and discourteous, that though their mouth speaks of nice things, you can see from their eyes that they hate serving the customer. When this happens, one cannot control showing the nasty side of themselves too.

Every one got hurt by the Hurtful words..We all do have feelings to be hurts,and wish to fight back.. Your job is your job to do,sometimes your costumers did not even understand how hard you help them, and they just say something that is unwanted words to say... Costumers are not perfect,they do mistakes and all you too and me also..I think they got angry ,and say something and because they pay money ..Patience,just give it to praer..

Someone just got into your nerves earlier I suppose? Well, there are people like that - inconsiderate, self-centered, egocentric, and selfish. But to you blueangel - who understands the situation better - you should give credit for your intellect. Intellect in doing your job well - you don't have to get their praises though - and intellect in understanding the situation better than they did. The positive thing is that you didn't do what those lowlifes where acting and sunk into the level of their ignorance. We live in the world of equality - but it depends of your manners. And that's how you are being measured and respected. So, don't feel bad, we love and respect you here. *Wink

I have been a customer service rep myself - i have been shouted at, and i have even shouted back. several complaints have been processed, several threats i have received as well - wuite a lot of them has told me they would get me off my job, but none has succeeded and i was even promoted to manager level in the same company. hahaha =P Okay so i would agree that it so hurts to be shouted at, and to be treated as low as that because it is only our job to take the concerns and help them solve their problems. In fairness to the customers, i would often get those that have been handled by others already and they are angry because they were not respected, assisted well by other reps who seemed to have treated their jobs as mere milking cow - they go to work but have no concern for the work itself... people would know if you are not even listening to them over the phone so i guess i would understand why others would lose their temper. all customers need is to just get things done and over with. It would help if reps are more compassionate and patient, after all being in the job it would really help you become more humble, patient, understanding and you get to know which ones you are talking to are only bluffing you. hahah In as much as I was hurt, or offended by customers who are treating reps so badly(yes we can see history of the customer's attitude and it is logged somewere there believe me!) I have never wished not to get their concern done. For me, giving them more pain by letting them call or follow up more because i intentionally did not process their request is not my payback kind of thing. Mine is i would help them resolve it as quickly as possible, and guess what.. if it gets resolved fast and the person shouted at me, mocked me, etc... and they knew it was me who finished the job for them... in my 5 years in the customer service... they all have returned a call and thanked me and said sorry for acting so immaturely the first time i got their call. so the experience and me helping them also humbled them. its my payback to them that they realize that their shouting won't help at all.

Yes, even though customer service representatives always sound robotic like reading a script straight from their company's play book in my complaint, but i do think they are human being too. I sweared i had never shouted at them or ever impolite to them whenever my issue was handled by customer service rep. , i know they also have feeling like me and you, they are kind enough to listen to me and answer my call most of the time without putting me on hold for hours or ever drop me to the middle of no where. So i had never ever raise my voice on them, not even one during my entire life. It is no a nice thing for me to treat anyone rude, not just the customer service rep., even the salesmen or janitor, i always treated them with courtesy and respect, as far as i am concerned, these are hard working people that deserve to be treated like everyone, they are not part of the problem i had with the company that sell me a defective product, they are just trying to earn a living by holding a job with a company.

I agree with you. Customer Service Representatives are people with feelings. Whenever I'm talking with them regarding my concerns, I try to put myself in their place, because I do believe in treating people with common courtesy and respect, as I would like them to give me. I've worked as cashier in various restaurants, and I know from my own experience that it's not easy dealing with rude and difficult customers.

it is the same thing in the hospitality industry which is worse, i have colleagues working in the F&B service who experienced being thrown with a beverage from a stupid customer....receptionist who experienced being shouted at by rude guests...it is part of the job that that you guys in this area needs to be tough, well in your case, you can retaliate silently by keeping their claims pending LOL!

Personally, I have nothing against CSRs - becuase I did a stint at that industry and didn't like it. But I have my best friend working there and I know a lot of people and their background stories on why they are working on that industry. You put put a very good defense and very good justification. But you yourself admit that you are representative of the company and customers are gonna yell at you at more than once in your stint and in many reasons. You said it yourself that you, like many otehr CSRs are trained for it. And you are asked to mediate and to help - which is basically your job description. I will admit that as a frustrated customer, I have a scripted or a running dialogue in my head before I actually call up. I admit that they are full of swear and curse words that if my mother hears, will make numerous attempt to wash my mouth with many kinds of soaps on many different times. However, I have never been rude to any CSR's that I actually interact with. I don't why but somehow I am more calmer when I actually speak to someone. Besides, I usually use the e-mail service rather than actually calling up due to the long long long and very long wait for an actual CSR to pick up, It's better to have my head clear and still in a good mood before the actually waiting fuel my anger more. Though your points are valid, you also discounted something. They are some rude (and not so intelligent) CSRS as they are rude (and not so intelligent)customers out there. I once have been at the receiving end of an insult and I am mature enough to dismiss it rather than having a more complicated situation at my hands. I had a technical problem that my friend helped me out , instead of three CSRs while in the phone and maybe, 5 representatives on the email side. In situations like these, the company/you cost me time and money, instead of solution (that is promised). Customers like me are often demanding - that's becuase sometimes the mistake of the company you represent is costing us our money, time and temper. And let's face it, instant call to you give the customers the illusion that you will and can act on the matter ASAP or some impossible timeline. If I know and have to wait for a 24-hour period, I know I'm nit expecting instant service and I am thinking that the company or service (not the call center nor its agents per se) isn't worth my money. As much as I try to understand your side, I am a selfish person and a selfish customer at that. I see my needs first before I see yours. The only thing I want is solution and back to my normal routine. Anything else is no consequence to me (as a selfish customer). So, I hope you had a peek at a customer's point of view. Being a consumer yourself, maybe you had been at the receiving end of a bad service. That's what we feels. Since we can't see you, it's easier to yell and say not-so-nice things when nobody's gonna censor us. I* guess that only thing that matters is quality service (of the company you're representing). If this exists, there's no need to complain about anything, really.

I can sympathize with you on this as I used to work as a Customer Service Rep. I have heard all the insults, screaming, cussing and even threats. We were told to NEVER tell anyone where we were located because we got so many threats. So I do understand, however, it is unfortunate that you have to follow a script. It does make you appear somewhat robotic and cold. I wish you luck in that occupation.

Yes, I was once a customer service representative and I found lots of callers being rude, they will shout at me, and make me feel stupid. I hate being shouted at, that was why I changed my job. There are some good customer service representative that are really helpful, and have friendly voice. I also encounter some rude representatives a couple of times when I tried to call a company. I guess some can't handle the pressure.

Well, I am sorry to tell you this girl. Most of the customer representatives are really stupid! Take for instance customer representative of GLOBE. They keep on closing my TICKET even if it is not done yet. I even advised them to call me, but they don't. Then tell me not to get mad to this?