Why are some people so RUDE?

So Im @ work and I call this guy to tell him he needs something fixed on his vehicle - he goes off on me telling me that this car just had a 100 point inspection done and that I'm totally wrong, calling me every name in the book left and right. I'm like, ok well I'm sorry I'm only the receptionist-dont shoot the messenger right? I have had customers like this so much lately that I wonder why I even bother working with the customer! People are so incredibly rude it just amazes me how many people are out there like that. I mean I love working with the public but I get so many people like this I just go nuts sometimes, I just want to cry but Im still at work! I get to deal with these people and then they ruin my whole day....why do people have to be so rude to receptionists all the time?

I'd probably be a bit peeved too but I wouldn't have been so rude.

Hugs for you.

Tell me about it Mackenzie!. I work as a receptionist and thankfully i don't get many crabby customers but i get the odd few

Yeah but when the recievers down if only they knew what i was calling them!!

Being on the front line is hard. If more people realised that, maybe they wouldn't be so snotty.

Because you're handy . I've gone off at "front line workers" a couple of times myself, even though I know QUITE well, that ninety-nine times out of a hundred they really have nothing to do with the issue at hand. One reason I've never done a job working directly with the public (office jobs) and why I've never seriously considered one. I'd constantly be in tears or gritting my teeth.

I can totally understand where you are coming from!! I've been with my company for 3 years now, and I am sometimes surprised I am still here. I think the people here at my office are a lot worse than the people that call in. There are so many times where I want to hang up on them. I was on probation once for my attitude...so that changed quickly. You will have days where you are stressed out by those people--but do yourself a huge favor---let it roll right off. You only do your best!! I have to constantly tell myself this over and over again. If it gets really bad, during your break, skip the coffee or cigarette (if you smoke) and close your eyes on the toliet and take a couple of deep breaths! That always helps me! If you'd like...PM me and we can swap stupid phone stories Hope your day is better tomorrow!!

Originally Posted by babyharley

So Im @ work and I call this guy to tell him he needs something fixed on his vehicle - he goes off on me telling me that this car just had a 100 point inspection done and that I'm totally wrong, calling me every name in the book left and right. I'm like, ok well I'm sorry I'm only the receptionist-dont shoot the messenger right? I have had customers like this so much lately that I wonder why I even bother working with the customer! People are so incredibly rude it just amazes me how many people are out there like that. I mean I love working with the public but I get so many people like this I just go nuts sometimes, I just want to cry but Im still at work! I get to deal with these people and then they ruin my whole day....why do people have to be so rude to receptionists all the time?

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I worked in the service industry for a number of years. We always had a receptionist that screened incoming calls. Your complaints are typical...customers will unload on the first person who answers the phone, or in your case..the first person who calls them with bad news.
You have the difficult and un-enviable task of deflecting the flack. My only suggestion is that you take a deep breath and consider the source: An angry customer, who wants to vent, justifiably or not. They really don't consider you personally to be the enemy or the person at fault, they just want to unload on someone, so........... kill them with kindness, civility and politeness. You'll be amazed at how fast it deflates their anger most of the time. After you've got them under control, redirect their call to someone who can address their concerns or further explain the situation. Then take another deep breath and realize you're performing a really important first line of customer service for your company. Customers always remember the people in a company who were kind, polite and understanding, even when they themselves were full blown jerks. More times than not, it is the receptionists who are remembered as being helpful.

Originally Posted by Kai Bengals

I worked in the service industry for a number of years. We always had a receptionist that screened incoming calls. Your complaints are typical...customers will unload on the first person who answers the phone, or in your case..the first person who calls them with bad news.
You have the difficult and un-enviable task of deflecting the flack. My only suggestion is that you take a deep breath and consider the source: An angry customer, who wants to vent, justifiably or not. They really don't consider you personally to be the enemy or the person at fault, they just want to unload on someone, so........... kill them with kindness, civility and politeness. You'll be amazed at how fast it deflates their anger most of the time. After you've got them under control, redirect their call to someone who can address their concerns or further explain the situation. Then take another deep breath and realize you're performing a really important first line of customer service for your company. Customers always remember the people in a company who were kind, polite and understanding, even when they themselves were full blown jerks. More times than not, it is the receptionists who are remembered as being helpful.

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Definitely! We are always remembered as being helpful! I am constantly reminded that I make a huge difference in my company--that's probably why I am still around.

I don't get it, either. I did temping as a receptionist for a couple years, and then was a perm receptionist for another year after that. People are consistantly mean to receptionists. I think they have this view that they are just airheads sitting there chewing gum and doing their nails all day (so thus don't know anything), when the real fact is that a receptionist is a true BACKBONE for a company. She keeps the dang place running smoothly. She does all the dirty work no one else would ever lift a finger for!

My hats off and kudos for every receptionist. Poor things get the worse part of the job.

You're a super person for not letting it cause you to be rude back or to someone else! It's a vicious cycle--someone was rude to him and he was rude to you. It's how people react that makes the difference!

I would never do that to a person whom is not in charge, it's like gripeing about your food to the waitress, she didn't cook it. I have seen a lady that works at the convience store by us actually throw stuff on the counter even change, she looks like a Bit** that is so wrong

Originally Posted by Purr

You're a super person for not letting it cause you to be rude back or to someone else! It's a vicious cycle--someone was rude to him and he was rude to you. It's how people react that makes the difference!

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Great Advice Amanda!

It is so easy to get on the defense when this happens. Just try to remember that it is not personal against you.

If I have a gripe, I take it up with the person responsible....To the receptionist/secretary I will always be nice as I know it has nothing to do with them..I save my yelling for the person who deserves it!

I know what it is like to be abused by customers...But I won't take swearing...If someone swears at me, I tell them I no longer want their business. People like that are not worth the money - The customer is never right once they become abusive.

Trust me, I know what you mean. I'm a server and people have just been in AWFUL moods lately. I am close to quitting because even my BOSSES are just rude and they are usually very awesome people!

I was a receptionist for a year, and then worked as a social worker, and now in the courty system. Over the years I've developed a pretty thick skin. First off, remember that they are not neccesarily pissed off at *you* personally but at the situation. When I was a social worker I had people upset all the time at the situation- I would always try to remember that I did the best I could for them and I couldn't control everything.
You should also try to keep a sense of humor. I walk through the lock up in the court all the time, and I have heard a lot of insults- most of which aren't appropriate to repeat here but are really funny. I really consider the source. If you can just politely tell them the situation and you don't need to respond to any insults. If they start to swear at you tell them you don't need to listen to language like that and hang up if it continues.
You probably can't get away with this one, but when someone calls my office and says "you guys need to send this to..." my co-worker says "excuse me, I am not "you guys" I am an officer of the court" It shuts them right up!
Lastly- you don't know these people- why should they being upset with the company or situation affect you personally? Don't let it get you down and keep your head up girl!

Our daughter worked in a customer service position and had one lady call about a problem she was having. Jen explained the situation clearly to her and the lady wouldn't accept her answer. She swore at Jen so Jen told her that swearing was not acceptable and she would have to hang up on her if she continued to swear at her (the company policy was that if someone swore at you they had 2 chances then the staff could hang up on the caller). The woman told Jen to go "****" herself. Jen answered, " I will, just as soon as I hang up", and then hung up on her.

Classic!! Good on her! I've hung up on people before, I do not have to take abuse from people - I don't care what has happened - They do not have the right to swear at me and be abusive!

I've been a server for the past couple years, and I'm a social worker by training. I just got to the point where I would not tolerate that kind of behavior. If someone is rude to me I tell them politely and calmly that I am not willing to tolerate their inappropriate behavior. They should call back, come back, or I will be back with them when they calm down. I'm happy to work with someone to resolve their complaint, but I am not their punching bag, nor am I there to absorb all of their junk.

Hugs to you for needing to put up with these jerks.

I'm so glad that you are all so understanding. All I had to tell this guy was that his ball joints were bad on his vehicle, cuz he had a collision and we were working on it and it went to the service department and they made ME call him and tell him the bad news, I knew it was going to be a not so good phone call from the start when he answered the phone, I'm getting good at sensing who are the jerks....when the guy called back I tranferred him to the service department and the guys down there said that he was nice as could be to them, well then why was he such a JERK to me?!

I try and kill them with kindness but its like they just think I'm some dumb blonde (even tho I am blonde!!) that doesn't know anything about vehicles, when in fact, I know my stuff!! UGH, sometimes I just want to scream cuz I get so frusterated, like I'm not as smart as people think I am only cuz I work with cars AND I'm a woman!!