I'm a'callin you out.

[Captain Trips]

Well, let me say that I agree with your boss on one point: that call could have gone better.

That being said, there's the valid counter-argument: yes, but there's nothing YOU could have done to make it go better, the customer had made that impossible.

Personal opinion: there would be fewer sucky customers if more csr's could go off on idiots the way you did -- they'd realize that what the crazy lady on T.V. told them to do just will NOT work!

"But then again, I believe that water is wet, so what do I know?"

[BaristaTrav]

Oh no.. oh no no no.. I am assuming you work for a large corporation.. I did too, many moons ago, for several large companies, doing CSR. No boss on earth can get away with expecting you take racial slurs, sexual slurs, and profanity-laced personal insults without doing one simple thing.. hanging up. I'm assuming you have an HR department? I would make friends with someone there. You are under no obligation to take that sort of abuse from anyone, and if your "boss" thinks you are, she needs to have a talk with HR.

[Midnight]

Kudos to you my friend. You must have the patience of a god to have to tolerate that and handle it as well as you did. NO ONE deserves to be talked to in such a matter. Wouldn't blame you one bit for defecating on your bosses desk on your last day if she's going to pretty much side with the SC's on that one.

[Sarcastro]

Can't hang up on customers at all unfortunately. If they start getting vulgar then we're supposed to get them to a supervisor that does have the power to hang up. The thing is I can usually turn calls like that around with verbal Kung Fu and end up taking care of the problem. I've had calls start like that and end with the problem resolved, customer satisfied, and sometimes even a commendation. Also if we transfer a lot o calls it counts against our stats and at this point that's one of my few good stats I have left.

Also, in a sick way, I kind of enjoy the confrontation sometimes. I'm weird like that. I'm the nicest person you'll ever talk to if you're not being a douche. If you're being a douche but have a legitimate gripe then I'll bust my butt to help you out as much as I possibly can. If you're being a douche for the sake of being a douche... I will deststroy you, pop your bubble of self importance, and slap on the camel clutch of passive aggressive mockery.

My new boss picked out a few of my worst calls to try to make an example of me in front of my new team thinking she would try to embarrass me. All it did was make them laugh at the way I messed with the customers. Sorry bosslady, you just gave your team a class clown to emulate.

[bsaana]

I'm glad about the call center I used to work at now. They had a policy where if the person was being vulgar and such you warned them, pushed a button on the phone to flag the call to be kept, and if they continued you could tell them that you were disconnecting the call. I never had to do that, and the only time I heard some of those words were when I told someone about a feature of his new printer - he tried it and said "son of a b**** it worked". There is no reason anyone should have to put up with that type of crap.

[Anakah]

Man you kept your cool way longer than I would have. Why the hell should you have to take that abusive shit? Once the customer starts cussing, all niceness is gone. I don't think you should have gotten into any kind of trouble. I think you handled it way better than I would have. Your new boss seems like an idiot. I bet she couldn't have handled that one. Who can with a jerk screaming in your ear !? You did good forget that stupid customer and anybody else who says anything negative.

[RavenStarr]

Ok when I saw the title, the first thing that came to mind was Yosemite Sam when he called out Bugs Bunny.

[tropicsgoddess]

I think it sucks that you got coached for "losing your cool" by your sup. I think you did good with that asshat and I can tell you most reps would've gone postal on that SC. Hey, only a few more months, so for the time being think happy thoughts, happy thoughts... Puppies, ice cream, fat people falling over (this is a quote from Malcolm in the Middle btw).

[Food Lady]

I don't think there was anything wrong with how you handled that call! And even the "I'm done with this" was totally appropriate to the situation. He had already called you a liar, thrown slurs at you, etc. You STILL apologized and tried to resolve it. He didn't deserve your help anymore. I'm absolutely incensed at your boss' reaction. My supervisors would not have allowed that abuse to occur in the first place. But I don't work in a call center.

[PepperElf]

"Soooo that call could've gone better."

Yeah, cos the customer wanted to bitch at someone vs actually fixing the issue.

You know what? I think your supervisor just volunteered to take every single screamer call. She wants it handled better she can talk to them instead of you.