"Unfriendly" clients

Philippines
August 17, 2010 5:38pm CST
My friend shared me his story about one of their clients that called during his shift. He's working as a call center agent in a bank. He is kinda new to this job. To make the long story short the client became irritated at some point that he threw lots of bad words to my friend. My friend didn't know why and of course he cannot say bad words back to the client so he just hang up. Good thing his manager just ignored it and just smiled at my friend. I haven't experience this situation since I don't speak directly to clients. But how about you? Have you experienced this? What will you do if you encountered this kind of situation?
1 person likes this
8 responses
@lfloresca (116)
• Philippines
18 Aug 10
I dont have an experience like this but if I encountered this kind of situation maybe I wont let someone say bad words or anything that will hurt my feeling.
@tovk12 (227)
• India
18 Aug 10
If the client is using abusive language we need to first request him politely and calmly not to use profane language. If he does not stop, warn him again politely that you will need to disconnect the call if he continues to use the profane language. If he still continues, inform him that you are disconnecting the call and disconnect the call. Be sure to inform your manager of this. In case the call becomes an escalation, your manager will know about the issue and will be able to handle it properly.
18 Aug 10
Tell you friend to keep doing what his doing in order to protect his job and keep putting food on his table , and any about the client comment should not put him down and it is always said customers are always right, this is so cuz they want the customer to always come back to patronize. As i understand that you are new to the job, don't worry once you get use to it everything will be fine for you.
18 Aug 10
Jug george, it is easily said, customers are always right, what ever the client keep saying, you don't have to answer back rudely, just keep doing what you doing right, one day, you will come over him. it is to save your job and make a living. By the time you get use to the job e
@jamed28 (1909)
• Philippines
18 Aug 10
This is very common in a call center jobs. But what can you expect from those people that are calling a customer service. Well they are calling to ask for help on products. And customers only calls after trying to result their problems first and found out, they call do it themselves so ask help for a customer representatives. And many callers are already fist-off when they call. So if you are working in this kind of jobs, you should know before hand that your jobs is to face mostly unfriendly clients.
• India
18 Aug 10
If I were in his place, I too would have smiled and moved on. The job profile of call centres is such that you are definitely going to get abused more than once in a day (or night)…the customers cant help it too…in most cases, they are not familiar with the accent of the call centre people and hence cannot understand what they are saying to help while the call centre people have no first hand knowledge of the products they are dealing with and so their response is mostly from a prepared script…its all a very messy situation.
@aaronfyzeon (1920)
• Philippines
18 Aug 10
Yes! I do experience it most of the times but I already got used to it. All I have to do is just let the person whine until he is already finished. I would just like to hear them out first and focus on the issue or problem. Then I will just have to start resolving it. I am just giving them a very cool-tempered voice so that they will be the one who will be ashamed of themselves whining at me. At times I am also losing my patience but then I just think of the repercussions that I might get if I released the call.
@basqui (3890)
• Philippines
18 Aug 10
Call center agents are really prone to irate clients because they are the ones who will receive complaints and rants about the services of the companies. I guess there was even a viral recording on youtube about these cases and there was even one Filipina who cursed and used profane words to the agent.