How to make an irate customer even more irate (only when they deserve it)

[greensinestro]

I have worked in customer service a long time now, so I have seen and heard it all. I have dealt with my share of nice customers, but I like mostly eveyone else remember mostly the nasty, irate, rude, and arrogant customers. In all of these years, I have developed two ways of really making these type of people even more angry than they began with. But, please only adhere to this when it's an irate customer who deserves it. In other words, only if they are downright rude, unreasonable, and are calling only to cause trouble.

* If a customer tells you they are Doctor so and so, never acknowledge this. Then, when you want to call them by name, call them Mr or Mrs so and so. Doctors hate being called by that title. (With some doctors, I also thank God at the end of the call, my child is not one of their patients. After all, aren't doctors supposed to have good bedside manners?)

* When a nasty, rude, ugly and downright unreasonable customer is (finally) done talking to you, advised them "Thank you for your business. And, it was a real extreme pleasure talking to you today!" I've had some that if they could reach through the phone and choke you from this pleasant statement, they would be on death row.


While I do not advocate rudeness and stooping to the level of these people, I feel there are times you should at least show an example and use these two examples above to get the message through to these type of customers. Let them know you will not bow to their childlike behavior, and that you were trained and raised better than they're acting. Also, have fun with it. (Had to say that one)

[blas]

oooh trust us, we already know this and take full advantage of it while most of the time still maintaining our pleasant dispositions (teeheehee)

[AirHostess]

Oh yes just be really really over polite and smiley. "It's been a pleasure having you fly with us today!"

Oh and send their bags to Timbuktu

[blas]

haha is that anything like the episode of Seinfeld (the parking garage) where Elaine pisses off the baggage people and her luggage gets sent to Hawaii lol

[TruthHurts]

Be disgustingly nice. No matter how rude and moronic they act just smile and talk in the most sickeningly sweet voice as possible. They just lose it when they don't upset you or get a rise out of you. And what can they do complain that you were too nice.

[0oAmericanGirl]

I find that most patients get irate because their information hasn't change since their last visit, or so they say. They get angry that I still HAVE to verify, no matter what the reason and if they're rude about it (saying, "I was here last week and I don't think anything has changed" in a nice pleasent tone will cause me to skip some uncessacary re-questioning). If they're assholes, then I'll go over every detail and make them actually respond with words and not nods.. I love getting them angry too, and if they want to rumble with me I'm not just a retail employee anymore and I can say a bit more to them than I may have been abloe to in the past. Don't mess with me...

[RentalRacer]

Whenever I deal with the "Dr. Lawyer Type" I ask point blank what that has to do with anything relative to our transaction. Or I say "Oh good, surely if you are a Dr./Lawyer you can understand what I am telling you. I was concerned that I was going to have to waste a lot of your time attempting to explain it." Of course, this is only in SC situations.

[SnapAddict218]

With some of these people, they are bound and determined to make things harder than the have to be in the first place, so why not have a little fun with 'em?

[Rapscallion]

Depends - do you want to be better than them or sink to their level?

Rapscallion

[Mighty Girl]

I've found that the Phd's hate it even more than the MD's. I've talked to my doctor outside of her office before, and she just tells me to call her by her first name. She's totally cool. The head of our local Y is a Phd, and completely flips out if you call him anything other than Dr. Also, the college professors are the worst of the worst (just my opinion).

[greensinestro]

I've found that the Phd's hate it even more than the MD's. I've talked to my doctor outside of her office before, and she just tells me to call her by her first name. She's totally cool. The head of our local Y is a Phd, and completely flips out if you call him anything other than Dr. Also, the college professors are the worst of the worst (just my opinion).

Yes, I have also noticed that about college professors. If they have PHd's, what exactly are they doctors of, and why are they teaching college instead of being doctors?

[Primer]

Also, the college professors are the worst of the worst (just my opinion).

Even though my college says I have earned the title, it still messes with my mind when a student calls me "Professor" Primer. I prefer going by my first name, and I've been there long enough that all the staff know me by my first name, too.

[ChanceNCinny]

Yes, I have also noticed that about college professors. If they have PHd's, what exactly are they doctors of, and why are they teaching college instead of being doctors?

Not that I agree that people with a PhD should be called Dr. in all situations (I know a few that let it go to their heads and others who only use it while teaching to establish authority in the first class of the semester) but PhD means "Philosophiae Doctor" or "Doctor of Philosophy." The word philosophy was used during medieval times to refer to any study outside of theology and/or medicine. Originally the word doctor meant teacher from the Latin word docere "to show, teach" it wasn't until the mid 1300's that it meant a medical professional and even that was not common until the 1700's. So anyone with a PhD does have the right to be called doctor.

Sorry, anthropology geek here

[SnapAddict218]

Aha, there goes Raps, taking the wind out of my sail.
Good Point.

[Rapscallion]

I have this effect on people

Rapscallion