Originally Posted by Natalie_ca
Just pretend their cats!
To be completely honest, I have more empathy and compassion for animals than I do with some humans in many instances. So the ones that rub me the wrong way I just pretend that they are a cat and don't know any better.
However, if the person becomes abusive to me, I inform them that I sense their frustration and anger, but that the situation doesn't give them the right to abuse me, nor does it mean that I have to take it. I tell them that they can talk to me calmly and in a mature way, or we can end the discussion and try again once they are more calm.
Of course you can do what Dell does. If you don't want to talk to someone, put them on hold and forget about them so that they finally get tired of waiting and hang up and when they call back they get someone else on the phone to talk to. That tactic usually works... with the exception of me! See I tend to ask names, and I don't forget and I'm not afraid to steam roll my way through a company to get to the person I need to talk to. Plus having worked in law I know some tricks taught to me by some of the best lawyers on how to do that. I prefer not to have to steamroll my way through, but sometimes a company like Dell, doesn't give you much of a choice.
After reading that, I am just thanking God above that I don't work for Dell!
You do have to understand that sometimes when you call a customer service number, a lot of time it is out of their control. You are getting a call center that maybe doesn't have to ability to do something for you. Welcome to the 21st century. "SteamRolling" usually doesn't work for us, because we CAN'T put you in touch with the powers that be...we don't have a phone number to give them. Believe me, is we did I would be more than happy to let the power's that be deal with those types of calls, but that isn't possible.
And, how long were you on hold? It could have been that they were trying to find out what they could do for you, but you disconnected because you were too impatient. For our contract, 2 minutes is acceptable. 3 minutes is understandable, but we will be docked for that on our monthly reviews. Over 4 minutes, that is when someone comes and checks on us to make sure everything is ok. If it was over that amount of time, I don't blame you for disconnecting, but yes you do have to start with a new rep and explain everything all over again. That is the beauty of call centers.
If they were abusive to you, I can completely understand your frustration, but how were you talking to them? Did you have an attitiude when you first got a rep on the phone? If so, that is no excuse for abusive behaviour. BUT, if you come across as agrumentative at first, then yeah, they will probably take that as a "problem" call, and not be as helpful. You have to understand the abuse these people take day after day and how many people try to "steamroll" their way to someone else, who probably can't do anything for you either.
Ok, another vent done.