Whne Customers get mad...

[RLAAMJR.]

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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.

[jerkric]

Diri masukod imong patience.

[Attempt-Fight-Gear]

mao nai gi ingon nga FREEDOM OF SPEECH. reklamo sa gasulat sa 1ST AMENDMENT ANA SA ILANG CONSTITUTION (u.s).......

- - - Updated - - -

mao nai gi ingon nga FREEDOM OF SPEECH. reklamo sa gasulat sa 1ST AMENDMENT ANA SA ILANG CONSTITUTION (u.s).......

[trinalla]

ayaw nalang dibdiba kay alkanse ka if imo dibdibon, thats part of your job, kanang F word murag normal ra nah nila or ila nah expression, kung sa tagalog pa p_ta_g ina, kung sa bisaya p_ste, at_y. so dont take it seriously, wa man sad nah cla kita sa imong nawong tingog ra man.... don't take it seriously, bisan sakit kay wa ka maanad, dawata nalang kay trabaho mana

[beyee]

It's human nature to get mad TS and it also differs
as to how they express their frustrations or emotions
that got riled up.

It takes skill and creativity to appease an irate caller,
so if you are able to deescalate the call avoiding any
sup call, then that makes YOU a GOOD AGENT

I've been told before that to survive the industry, don't
take all the insults and name-calling to heart coz ikaw
ra'y pildi.. So ayaw Lang paliti iya pamalikas TS

[angelgroove]

well definitely customers think they r superior mao na mag hinilas but sometimes its a case to case scenario.

[EZRA]

The few times I b!itch3d out an agent

#1 - Having an Indian on the other end of the line .. nothing riles me up better than this. Imagine this scenario - I bought an item, paid a premium for extended warranty and all the bells and whistles. Item craps up way before the factory warranty expired (not the extended warranty). I expected to get high-end help because I paid extra for the extended warranty, BUT! I, instead, get HABIB (whom I can barely understand on the other line). He asks me to speak slowly with his lilting accent. It takes close to 30 minutes to resolve the issue which results to me getting a refurbished item as a replacement for a brand new item I bought. (Hooray DELL!)

#2 - getting an Agent (regardless of nationality) who tries his best to save their company some money. Refuses to provide the best option on the get-go.. again, it takes at least 30 minutes to finally have them do what was needed to be done in the first place (Again... DELL)

#3 - Agents giving you the run-around .. you ask for the supervisor... agent gives the phone to a different person (not the supervisor). Finally you get the supervisor.. you give him an earful .. he complies ... (Alienware - which is also owned by DELL.. agent was Bisaya, Cebu based)

#4 - (this just happened recently) .. called customer service after my device stopped working after a firmware update. Agent claims that the update was coincidental to my item breaking down. Told the agent that if it was coincidental, how come they had thousands of complaints about the same issue. He wouldn't budge... ask for a Supervisor... we had a huge argument with him finally giving in - had my item shipped out but I had to pay for shipping.. that was the compromise. (Freakin' SONY!)

My best experience with a call center agent was the one from LINKSYS ... hassle-free.
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As a customer, I feel entitled because I usually pay the premium for the extended warranty. I expect to get special treatment because of it. I also demand the manufacturer to stand by the product they're selling .. to back up the warranty they provided us. We purchase the extended warranty more for peace of mind... if something happens, it's all taken cared of (as it should be). If the manufacturer cannot provide me with satisfactory assistance, then yes.. the agent will get a piece of my mind.