Why are some people so RUDE?

rockcat

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Any job working with the public has the potential for one of them to ruin your day. It has happened to me too many times. Just remember, the customer's always right
- until they're out of earshot!
 

sweets

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I did some receptionist work briefly. I was constantly told that I didn't know what I was talking about. My usual answer was "Yes, you're right. But the folks I work for do and I'm just passing on their info."

As for the swearing, I agree with esrgirl:

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
In every customer service class I've taken or taught, that was the message. Be polite, be calm, be professional but be firm. Either they change their inappropriate behavior or you will not be there to talk to them.
 
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babyharley

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Originally Posted by Rockcat

Any job working with the public has the potential for one of them to ruin your day. It has happened to me too many times. Just remember, the customer's always right
- until they're out of earshot!
Oh how true that is!!
 

annabelle33

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I think you just have to learn not to take it personally. Someone yelling at me does not affect my life after that phone call because I know they are just p'od about the circumstances not at me. Even if they were at me I really don't care, they don't mean anything to me.
 
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babyharley

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I'm just a sensitive person and I really don't like it when people yell at me

I don't take it personally but I get so mad at people that make me seem like I'm just 'a girl sitting behind a desk'!
 

vibiana

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I've been an executive secretary for the last twenty years. In my present job, because of where my desk is in the office, I also serve as receptionist for the organization. It's no fun sometimes, but like others have said, you just have to not take things too personally. Actually, it can be sort of FUN knowing you have control over how people relate to you on the phone -- you do NOT have to stay on the line while someone yells and calls you names. HANG UP. If people want to act like three-year-olds, they need to be hung up on and they can call back when they're ready to be humans.

There is a terrific book called "The Secretary's Problem Solver," by Charlotte Peterson, that I've treasured for a dozen years or so. It has word-for-word scripts for dealing with difficult situations, and if you can find it someplace, I highly recommend it. Hang in there!
 
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babyharley

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Originally Posted by Vibiana

I've been an executive secretary for the last twenty years. In my present job, because of where my desk is in the office, I also serve as receptionist for the organization. It's no fun sometimes, but like others have said, you just have to not take things too personally. Actually, it can be sort of FUN knowing you have control over how people relate to you on the phone -- you do NOT have to stay on the line while someone yells and calls you names. HANG UP. If people want to act like three-year-olds, they need to be hung up on and they can call back when they're ready to be humans.

There is a terrific book called "The Secretary's Problem Solver," by Charlotte Peterson, that I've treasured for a dozen years or so. It has word-for-word scripts for dealing with difficult situations, and if you can find it someplace, I highly recommend it. Hang in there!
Really--where did you get that book at?
 

george'smom

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I was a bank teller once. Because we were on the front line of duty, we would often get angry customers in our faces. I guess the best way to cope is to remind yourself that the irate customer is not mad at you personally. They are venting. It's a skill that you have to learn. . . to act calm and try to be sympathetic. These people are looking for a sympathetic ear. If you yell back or resist, it just makes the situation worse.
 

george'smom

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It reminds me of the time that this customer came into the bank. He had a mood disorder (to put it mildly). He was giving the teller "Heather" a really bad time. He was cussing left and right. She calmly looked up at him and said, "I will not cash your check/wait on you if you continue to speak to me that way." Her refusal to help him worked in this case.
 
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babyharley

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Originally Posted by George'smom

It reminds me of the time that this customer came into the bank. He had a mood disorder (to put it mildly). He was giving the teller "Heather" a really bad time. He was cussing left and right. She calmly looked up at him and said, "I will not cash your check/wait on you if you continue to speak to me that way." Her refusal to help him worked in this case.
Good for her for standing up to him!!

I just don't understand why some people have to take it out on the wrong people!
 

yosemite

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Originally Posted by George'smom

It reminds me of the time that this customer came into the bank. He had a mood disorder (to put it mildly). He was giving the teller "Heather" a really bad time. He was cussing left and right. She calmly looked up at him and said, "I will not cash your check/wait on you if you continue to speak to me that way." Her refusal to help him worked in this case.
Ah, the flip side of that coin! I nicely told a teller one day that there was $500 too much in my account and that it must be a mistake. She was very snotty and said their bank did not make mistakes. I assured her that I knew the money wasn't mine and she got even snottier and suggested that I had forgotten I deposited it! RIGHT! At this point I asked her if I went out on the weekend and spent it and they later found it was their mistake would I have to pay it back which she said yes I would.

Several days later I went back in and asked if they had found the error. The reply (from a different person) was that yes, they had deposited someone else's money into my account.
 
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babyharley

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Originally Posted by Yosemite

Ah, the flip side of that coin! I nicely told a teller one day that there was $500 too much in my account and that it must be a mistake. She was very snotty and said their bank did not make mistakes. I assured her that I knew the money wasn't mine and she got even snottier and suggested that I had forgotten I deposited it! RIGHT! At this point I asked her if I went out on the weekend and spent it and they later found it was their mistake would I have to pay it back which she said yes I would.

Several days later I went back in and asked if they had found the error. The reply (from a different person) was that yes, they had deposited someone else's money into my account.
Oh my goodness! How could you FORGET about $500?! HA....and telling you that their bank does not make mistakes? Everyone makes mistakes, I would have been very upset with her!!
 

miss mew

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Very true it is a 2 way street. I used to work at a video store and I dealt with my fare share of rude people...I just used to keep a huge smile on my face and was super pilote to them..it actually made them madder seeing that they weren't going to get a rise outta me.
It was funny...the madder they got the bigger I would smile!

A stranger that I don't know isn't worth me ruining my day.
 

kathylou

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Yeah. I work at an answering service and people always think they can get what they want faster by being rude. It doesn't work. I just pretend I'm their psychiatrist and tell them I will get them some help.
 
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