Shout About Nothing

[TelephoneAngel]

I am at work looking on a customer's account, there is a note about the account on the computer system which would forbid me to pay the customer, however I know from working out what has happened that the note is wrong, and I need to get a supervisor to remove the note before I can make the payment, since that note being on the system is automatically over-riding the cash authorisation screens, I can do nothing until it is removed.

I explain to the customer that there is a note on the system which is wrong which I need to ask a supervisor to remove before i can make him a payment, it will take me all of 30 seconds to attract the supervisors attention by phone and for him to walk over here and input his code to the computer to override the wrong note, and to do that i need to put the customer on hold.

Customer starts shouting

"You know that isn't right! Why should I suffer because you've got something on your computer that isn't right?"

me - "if you will just let me put you on hold while i call the supervisor (i can't get his attention by calling on his phone line unless the customer is on hold)

customer"no, this is disgraceful, you are telling me that because of a mistake you people made, i won't get any money"

me - "If you would just let me..

customer "i demand you do something about it!

me - i'm just trying to......

customer - shouts and swears untill i put the phone down.

Why shout unless the supervisor comes over and is UNABLE to override the note? Not before, when I have told you that you will get money once that is done.

Customers make no sense at all.

[Taboo]

I think that shouting would be reason to put in another note: customer is verbally abusive, do not serve.

[Sauletekis]

I can't stand getting people like that on the phone - any job I've ever had taking calls (though thankfully far far less at my current post) has thrown up jokers like these.

Especially annoying if you are trying to help them and they are simultaneously becoming enraged because it is taking 'too long' while wanting to talk your ear off and keep you from doing the very thing that will speed up the process and get r done, so to speak.

You know it's gonna be a good call, too, if the first words they say are 'I'm in a hurry'. My tactic is to say 'Well, in that case, lets do this the fast way' and then proceed to do my job as normal.

[Andara Bledin]

And this is why I tend to not tell people why I'm putting them on hold, other than that I need to put them on hold and that it will only be a moment (which I stick to).

Most people are fine, but there are those few out there who are just waiting for a reason to blow up at anyone.

^-.-^