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?
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.