this lady needs to cool it

[vacation_rentals_suck]

Guest: Dave, my refrigerator isnt working and I am told it will take 10 days to get the part to fix it

Me: well I can move you to another unit

Guest: no I am already unpacked, I am not moving to appease you

Me: well I see they allowed you to use the refrigerator next door for the night but I can get you one tommorow

Guest: no I want one tonight

Me: I dont have anyone to bring one down there

Guest: thats not acceptable, Dave........you get your ass down here with a refrigerator immediately

Me: I am here by myself

Guest: I dont give a flying fuck

Me: please dont cuss at me

Guest: well you bring my refrigerator now and I wont cuss at you..deal?

Me: no, the deal is you stop cussing at me or I will hang up this phone

Guest: who the fuck do you think you are, you piece of shit? I pay top dollar to fucking stay here and if I want to cuss at you, I will cuss at you and you will keep your gd filthy sewer shut and listen. I am not......

CLICK

Guest: Did you hang up this phone on me?

Me: sure did

Guest: how dare you

Me: I told you not to cuss at me

Guest: I am your customer, you owe me respect

Me: respect is a two way street

Guest: you work in customer service, that means you are here to serve me. I dont have to respect you, you have to respect me.......I want another refrigerator and I want it here NOW.

Me: I cant do that

Guest: you can, you just wont

Me: no ma'am, I cant

Guest: Dave, you are pissing me the fuck off

Me: ma'am I asked you not to cuss

Guest: fuck you

CLICK

She called back continuously after that but we have caller ID and I recognized the name so I didnt answer....the manager said today she was just as sweet as could be and very understanding and she has a hard time believing she is as bad as I made her out to be....grrrrrrrr

[ditchdj]

You think that perhaps in may have sunk in that her treating people like complete scum will NOT get her everything she wants???

[Bright_Star]

Should have recorded the conversation.

[bainsidhe]

Should have recorded the conversation.

That's illegal in some states. For example, my state requires permission from both parties to be recorded.

If OP's state allows it, then have at it. Considering the threats of lawsuit and arm-twisting for freebies, it would be a wise investment.

[Ree]

Should have recorded the conversation.

I'm thinking he should record all of his conversations, since they all seem to end up the same way.

I believe, as long as the customer is aware that the call is being recorded, that covers the legal aspect, but am not a lawyer, and this isn't where we discuss legalities and such.

[paper_wastage]

I'm thinking he should record all of his conversations, since they all seem to end up the same way.

I believe, as long as the customer is aware that the call is being recorded, that covers the legal aspect, but am not a lawyer, and this isn't where we discuss legalities and such.

you can google state+recording laws to see if you need just 1 party(yourself) or 2 party(both) permission... NJ only needs 1 party, while MD needs 2

or you could have a recording before the start of each call saying ' this call may be recorded for quality purposes' to cover your bases... that's what all major companies do when you call their automated line before being connected to a rep

[Voice on the Phone]

This is why I am glad all of my calls are recorded. Well that and it takes a few trys on a slow night to get my line again, so if i hang up on you no guarantee it will be me answering again!

[Peppergirl]

Wow. I've been in the same career off and on for 20 years, in a phone center environment, and have talked to some REAL winners.

Fortunately for me, I can count on my two hands the amount of times in 20 years I've actually been cursed at.

Unfortunately for you, it seems like every.single.call results in your getting verbally abused and/or cursed at.

I guess I should count my blessings that I've been so lucky.

[chainedbarista]

yes, i'd look into recording those conversations for 'quality assurance reason' so that your brain dead manager FINALLY gets a clue about these moneyed losers and grows enough spine to do the right thing.

what a bitch; i don't have to respect you? um, if you want me to continue helping you, yes you will; i have the right to hang up if you become abusive and use profane language. don't like it? learn to communicate sans profanities, then.

[TonyDonuts]

You think that perhaps in may have sunk in that her treating people like complete scum will NOT get her everything she wants???

No, what happened is once she's talking to a manager she perceives that person differently than a "mere" clerk.

"I'll talk any way I want to to a mere clerk, but I'd better be nice to the guy in charge."

I've talked to people who were just mystified that I was "taking the employee's side" because they had been abusive to the employee while making a complaint.

"But I'm talking nice to you, right?" is the usual response.

"If you want to be an abusive jerk, you can spend your money elsewhere," is MY usual response, "and here endeth the lesson."

[Jack Doe]

That's illegal in some states. For example, my state requires permission from both parties to be recorded.

If OP's state allows it, then have at it. Considering the threats of lawsuit and arm-twisting for freebies, it would be a wise investment.

Dave's in SC (South Carolina, that is, although the acronym is apt in many cases too.) SC is a single-notice state with regards to recording phone conversations. Only one party needs to know that the call is recorded.

[Nohbody]

(South Carolina, that is, although the acronym is apt in many cases too.)

truth

(I'm on the other side of the state from Dave, in the NW corner of the state.)

[Teskeria]

The quality recording serves a second purpose. Amazing how some SC's back down quickly when you say 'My manager will be glad to review the recording of our conversation." Suddenly they see the light of sweet reason when they realize they can't get away with lying about what they said to you and you said to them.

[CrazedClerkthe2nd]

Wow. I've been in the same career off and on for 20 years, in a phone center environment, and have talked to some REAL winners.

Fortunately for me, I can count on my two hands the amount of times in 20 years I've actually been cursed at.

Unfortunately for you, it seems like every.single.call results in your getting verbally abused and/or cursed at.

I guess I should count my blessings that I've been so lucky.

You really should. When I worked at the wireless support center, I could usually count on being cussed out several times each DAY. Usually this was because I would not give an undeserved credit the customer was demanding, refused to turn service back on for someone who hadn't paid in months and just couldn't find it in my heart to give people a free phone whenever they asked.

[tropicsgoddess]

You think that perhaps in may have sunk in that her treating people like complete scum will NOT get her everything she wants???

Nah, with EW's like her and spineless mangers like VRS's I highly doubt that'll ever sink in.