so rude

[MoonChild2007]

I agree, you should find another job.

The way the economy is right now and people losing jobs left and right, its better to suck it up and deal. We deal with stupid people for 8 hours and after that we go on with our lives.

[Jester]

As for the customer starting off with saying Dave's name, but then asking Dave what his name was, I've seen a couple of possible explanations for it, but they don't really make sense, given that the customer would have had to be paying attention in order to use the name the first time.

I can offer one possibility, as it has happened to me and my forgetful little brain on more than one occasion.

CSR=Customer Service Representative for a company I have called.
ME=forgetful Jester

CSR: "Hello, thank you for calling Acme's Roadrunner Death Traps, this is Condoleeza speaking, how many I help you?"
ME: "Hi Condoleeza, I was hoping you could answer a few questions about these jet-powered roller skates....."

[several minutes later in the conversation]

CSR: "And the total will be $1,945.46, plus shipping."
ME: "And what would shipping be.....um....what was your name again?"

I am not saying that is what happened with Dave. Just that it might be what happened. After all, many people remember someone's name right after they say it, but forget it a few minutes later. Hell, I have experienced that myself at The Bar, where people remember my name right after I introduce myself at the beginning of their stay at the bar, but a little later on they have actually completely forgotten it, or thought it was something else. ("What was your name again? Jestin? Jesture? Justine? Johancithrope?")

[vacation_rentals_suck]

Honestly, 98% of my customers use my name when I answer inititally and that seems to bother you all more than it does me. It only bothers me when they use my name multiple times in one sentence. (i.e. Dave, let me tell you why I am calling, Dave. Dave, I want you to help me with something. Dave, do you think you can do that?) Fortunately, it is rare that I get such callers. I honeslty dont remember if she used my name at first but she definitely asked it at the end but is that really important? I mean does it change anything? This customer is just as sucky whether they use my name or not. I'll tell you what I will do. Next time, I will record date and time down to the nanosecond and have it word for word verbatim.

[Tito]

I do agree with the SC on one point, Dave. That you should find another job. Do it before that one drives you to an early grave.

No amount of money is worth putting up with the BS that you apparently have to.

[Ree]

Next time, I will record date and time down to the nanosecond and have it word for word verbatim.

Oh, would you? That would be wonderful.

And, in case you didn't catch that, I was only joking.

[South Texan]

Instead of taking all that abuse, Dave should have just said, "Ma'am, the other girl could not possibly have connected you yesterday, because our phone system does not have that capability."
Dave didn't correct the customer on that point, which is odd because Dave usually does mention pointing out reasons why Dave isn't able to do what is being demanded. So then, one can only assume that they do have the capability to connect to the numbers, but either Dave didn't have access to it, or Dave chose not to do it. If it was a case of Dave not having the ability, that's one thing, but if Dave just chose not to do it, then I can understand a customer getting ticked that one employee connected her, but the other wouldn't.

I was going to make the same observation when I first read this thread, but somehow my comments always are taken as criticism.

I have found that half the battle with an SC often involves simply defusing the situation. Sometimes an honest explanation of the circumstances and why things are different from what the SC first experienced can do it. The SC may not be happy (ok, usually still is angry), but now at least has some reason for why whatever she wants cannot be done. Her focus shifts to the reason more than the person telling her "no".

My experience has been that ignoring/evading a question or giving a hollow apology usually is taken by the SC as the employee being passive aggressive, uncaring or rude; and serves only to antagonize the SC and escalate the situation.

[Dips]

That's excellent advice, South Texan. Defusing SC's takes patience and practice.

I think of it as a challenge. How can I get this guy on my side without giving him whatever ridiculous or impossible thing he's demanding?

Sometimes it works. Occasionally it doesn't.

[Ree]

BTW, Dave...we weren't just concerned with the customer calling you by name and then asking you what your name was...we were also concerned with the way the phone system worked, but you didn't answer that.
Was the customer full of crap when she said someone else had been able to connect her?

[East Coast Subs]

I don't understand how you have so many rude people centered to your vacation rentals. Sociologically, I don't comprehend how so many upset people call you. It doesn't make sense. Also, they complain about different things. I could understand if they all were dissatisfied with the quality or cleanliness of the rental but it's little things. My other way of thinking is most people are happy when on vacation. I would think a small percentage would have a level of superiority in a way of……..”I’M on vacation, you work here serve me.” But you have too many SC to refer as a small percentage.

[vacation_rentals_suck]

First, no, we cannot connect guest's to units so the customer was either confused or just full of crap. I am guessing the latter. Second, I post a lot here but the number of people I write about here is small compared to the thousands upon thousands I have dealt with. Most of my customers are pretty reasonable and you dont hear about them because lets face it, the good customers are nice and easy to work with but they dont make entertaining posts for this website. It has been said not only by some of you but by some people I work with that I have the ability to bring out the worst in some people. Not all but some. When they make ridiculous demands, I usually refer them straight to a manager but when it's after hours and they refuse to wait until the next day because no matter how petty there issue is, they think it's a dire emergency, how do I handle that? I simply tell them I am sorry but nothing can be done. I guess I havent perfected the art of kissing ass as well as I should but hey I must be doing something right considering they have kept me this long.