Why Are People Rude To Call Center Employees When They Are Calling In For Help?
I mean, here we have a person, calling for assistance and they want to act like the person they are speaking with PERSONALLY caused the issue they are having.
I would just like to add a few words of advice to get what you want when calling tech support or customer care.
1. If you can hear me, I can hear you. And that means it isn’t a good idea to talk about the “idiot” you’re on the phone with who “must be new”.
2. Don’t scream and swear. Most call centers allow me to hang up on you if you scream and swear, leaving you to wait on hold. Or, worst case scenario, I don’t hang up but I decide you ARE NOT getting what you want (ie. resolution to your issue, a credit, something free, etc.)
3. Just talk to me like you would any other person, with respect and say thank you if I go out of my way to help you and bend the rules to make you happy.
4. If I won’t do it, neither will my supervisor, don’t ask for them, they won’t help you, they’re on my side more than yours.
I worked for Dell Tech Support and was always wondering the same thing, until I had a problem with my computer. I called in for assistance and got tech support that was located overseas (which most of them are now). First of all, the person I was talking to couldn’t speak English very well. Also, if I got them off of their script, they got lost and started babbling. Here’s what my problem was. My computer overheated and burnt a place on my coffee table (I have a laptop, image what it could have done if I had actually had it on my lap). Dell said they would do a safty capture and sent me an empty box to send my computer back and said I would receive a replacement in 10 to 15 days. I battled with them for 8 months before I finally got my computer. Then they sent me a refurbished system, which I understand is the policy since I worked there, but this system didn’t work. It has shortcut keys on the front for volume, play, fast forward, ect. The keys were shorting out. They didn’t want to replace this system. After being on the phone for 2 weeks everyday for atleast 5 hours a day, I finally gave up. Also during the 8 months I was without a computer, I told them I wasn’t paying the bill. I figured why pay for something I don’t have. When I finally got the computer I got a call from their credit department saying I had to pay the full amount right then. Again, I got on the phone with their finance department. I was told that they would credit me for the 8 months and wipe out all the finance charges. My next payment wouldn’t be until the next month. I got another call from the credit department the next week. Told them about the credit. They said that there was no sign of a credit. 2 days later, the account charged off. This is why people working at call centers get rude callers. I heard these kind of stories when working at Dell, but didn’t think they were actually true. Boy was I wrong.
I think society has seen the “Victim” card too many times. Now this is a way of functioning.. Phones are so impersonal that callers will do anything to get what they want. They have been conditioned to do so. First you’re supposed to call, get angry, ask for a manager and then get what you want (recently discussed on the evening news).
Phones allow you to forget your other senses
Since I’ve left my phone center job, I hate the phone. Seems that people only call if they WANT. Even nice wants get burdonsom, so I’m phone shy.
Some people just don’t realize the fact that they’re being rude to someone on the phone because they were just so pissed off and they’re somewhat getting frustrated they thought they just have vent it out to the person on the phone.
I definitely agree that it’s wrong, rude and un-called for when someone acts as azz just because they’re angry about something and they take it out on you. However, being a customer service rep…that’s a double edged sword. They know you’re there to help, but they think they can vent, too. Some people will be rude and nasty for the simple fact that they want to think that you will just take it and not tell them to behave like an adult. But, I think the main reason people get so nasty with call center employees is the modern invention called the IVR. IVR’s are the devil…you rarely get where you want to go, you have to listen to long menus, and after pressing 4, then 5, then 1, then 2…you get it?…people are ticked.
because most call center employees are complete idiots, they have no clue about the product they sell. I called Alienware helpline and knew more about the problem then they did, i called my local tax office and they could not even find me on their system, i called Curries and it took me 2 1/2 hours to get through on hold, that’s why people are rude, they get sick of incompetent people
The only time I am rude to call center people is when they are completely condescending to me to begin with. Oftentimes they act like the CALLER is a clueless person who is new to the whole thing. If you are truly nice, then the people treating you like s*it are jerks. Nuff said.
People can be total A$$es.
and one A$$ can ruin your entire day!!
I agree with you 100 % …i worked for an airline for 31 years both on the phone and in person….what they don’t get is that the person who screams the most gets the least…how long do you think I want to deal with a loser
Sounds like someone hates her job!
Some call center employees I have dealt with on the phone are not well-trained or educated. Many times, they don’t speak English well and do not understand my questions. I try to be polite, but get frustrated easily. I think this frustration is what often drives people to be impolite to you.
I appreciate the insight, and I hope more people are polite because of it. But, really, you should find another job because chances are… Things are not going to change much. Sorry!
Because the moment you call a call center, people usually tried to do it themselves and that didn’t work. And after the 200 time, they call a call center, meaning there pissed off already and that’s why they are rude.
Many people think part of your job is to deal with the anger generated by the product or service they are dealing with.
As a friend said, “They represent the company, and they have to take people’s frustrations just as much as the owner, CEO or anyone else there.”
I personally do not abuse the people I am asking for help. I see no point in chewing up someone else just because I am be upset. Am I one of a minority, or a majority?
I agree, although I used to just cashier. I had stupid people who were rude. Kudos to you.
I don’t know, but I do feel for you. My gf works for a call center and i’ve worked at one before..for a few years. I know exactly what you’re talking about! People get angry and upset and focus all of that frustration on you. And it does make it worse, because they called you! Not the other way around. Keep your head up. Sounds like you do a terrific job.
3 main resons:
1. By the time a person decides that they will call tech support, they are usually already very frustrated.
2. It’s a lot easier to be mean, nasty, or rude to a person over the phone because you don’t have to look them in the eye. DECENT people will try to treat you in a civil manner, in person, because they can see that you are a real person with feelings and emotions, just like them. And that you are doing your very best to try to help them.
I’d say that, in person, less than 1/2 of these snotty callers would treat you with disrespect.
3. The caller is basically annonymous, so they won’t be held accountable for breaking social norms.
** I also find that people are even worse over the internet. At least on the phone, a caller can hear your voice. And in doing so, they form an image in their mind about what you look like–making you more real to them.
But online, lots of chatters and surfers on the internet only see you as a screen name. Verbal abuse is ramant on the internet.
Modern technology has a downside, and this is it. Our society is becoming desensitized.
yeah, cause i might be working in one next week!! it sounds like fun to me. i laughed during the call simulation testing. but they said i passed. i love rude people, cause if they met me in person they wouldn’t be so rude. not that I’m scary looking or anything…
I think it’s because the service is free. People don’t care when things are free.
because sometimes these employees act like a total bitchhhh!
most americans think they can be a**holes to people who are providing a service to them because we’ve been taught that ‘the customer is always right’
also, i think a lot of people don’t know how to deal with anger… usually they’re upset at the company and because you’re representing them, they transfer it
i try my hardest to be civil while still expressing my displeasure… if i’m looking for some help, it doesn’t help me to be rude, that just adds another problem to a situation that already has one on my side of things
because most of the time the call center does not help you. They talk to you like they have already explained it a dozen time and you are just too stupid to understand… then if u ask a question that would make it easier its always some kind of run around with it!!! IT SUCKS!