Employees at the call centre -- How should they be treated by customers?

Well my business professor who used to do a lot of travelling and used to own many internationally traded businesses gave us some advice awhile back if we get into international business ventures.

He explained that one of the ways to avoid problems is to learn about the culture and the people with whom you are dealing. For him he would have to know what he could and couldn't do when on a visit to China, India, Israel, or the UK. Wherever he went there were different business practices which he had to adjust himself for.

On the flip side, employees of agencies in one country that deal with customers in another need to be educated in how to properly deal with them. What to expect and how to react. I do know that many call center's in India and other countries bring in lingual experts to teach employees how to pronounce words in English with little or no accent. The idea being that if you can get rid of the accent, your customers will be able to relate to you better and the service you are offering them is better.

So have your boss work with you on finding ways to connect better with your customers and make them feel more comfortable.

Also remember that some irate customers may be ones that have called before and received little to no help. Or they may have been on hold for a long time (I've been on hold for 3+ hours before..it can get on your nerves) so they may be angry with you for reasons other than your country of origin.

And for the threatening customers, we even have to deal with them stateside. I sit behind bulletproof glass in a hospital of all places, so I can understand irate customers as well. For me remaining calm, explaining to them that I am simply doing my job and, if it comes down to it, calling a supervisor to speak with them also helps A LOT in dealing with their issues.

Even is someone is Indian with no accent, you can still tell they are Indian just by how they place their sentences together.

People do not like to support companies that outsource their work because they know workers here lost their jobs to those people. So why should they be nice to you?

By the way, outsourcing DOES NOT save companies money in the long run. It actually costs them more.

I feel bad for you working in a call center - I think that is probably one of the most difficult jobs around. It might help if you think about it this way:

1. Almost no one calls the help center or customer support unless they have a problem - they are already frustrated before they even dial the phone.

2. Almost every customer service phone number has about 47,000 layers of voice mail that a customer has to wade through before they can actually speak to a live agent. I believe most companies do this as another cost saving method - if their customers can not reach a live agent, they do not have to pay that live agent to take the call. Many times people will just hang up in frustration. Especially if the voice mail system is one of those that has voice recognition - you know the "say one for blah, blah, blah - that never seem to understand what you say. I know I've found myself screaming at the phone I said one you stupid system - LOL!

3. I'm not sure how strong your accent is, but with any accent, customers might feel that they are not capable of explaining their problem to you (not that you can not understand, but they they can not make their point).

So what you have when you answer the phone is someone who is upset to begin with, has had to take time out of their very busy day to call, has been routed through god only knows how many layers of voice mail torture, and when they finally get to someone, they feel they will not be understood (believe me, I have been on the phone with support personal that barely speak english). They are not mad at you exactly, but you end up receiving the brunt of all of that frustration. Just keep telling yourself, its not personal, its not personal. Some things you might try is to just let the customer vent themselves out. Don't interrupt, just let them get it off their chest, then say "I can certainly understand your frustration - let's see what we can do about this."

Hope that helps & good luck to you.

It's not fair that they blast you at all. Usually though it's not that they are angry at you but at the service they are calling about. Add to it, especially for some, the accents do not assist in it and can frustrate them more. I seriously doubt they mean to take it out on you but you are the person there. They shouldn't I agree.

I know myself usually when I'm calling a help line it's because I'm already having issues. I'm frustrated or, angry already so then if the person isn't able to help or and this has happened, I cannot understand them due to an accent it can make it far more aggravating. I try not to take it out on anyone but some people don't think about the fact that the person on the other end is person and they don't want to be yelled at.

I think you are smart when they get like that to try and give them to someone better suited to assist them.

I personally have changed my bank so that I can speak to a person in my own branch rather than a call centre, but this is because I prefer someone who knows me when dealing with my finances. However, I do not mind people calling regarding other issues and even if it was something I was not interested in I would not be rude, but if caller persistent in trying to sell me something I would be firm. At one time I worked for a call centre myself here and I was told to**** off on many an occasion just for doing my job so I can understand how you feel. I would just let these people go over your head and concentrate purely on the nice sweet people to keep you happy in your job. Ellie:D

Its very bad, specially when you know that the person with whome you are talking is only for helping you out and has no role in decision making.
But like any other job you will have to face this problem, don't get discouraged with these things, and keep giving your best.
Best of Luck.

In my opinion you should be as nice to them as they are to you. I've had some really nice call center experiences and then I've had some pretty bad ones. I usually only get nasty to the ones that are getting nasty to me. I try usually to be very nice because obviously if I'm calling I need help with something.

Every once in awhile I've gotten someone who must be having a bad day and just starts giving me major attitude. When that happens I give it right back to them.

Hopefully people will be nice to you!

I am not saying that prejudice doesn't exist but...

America is a "melting pot" of many races, religions, and peoples. I find it a little ghard to believe that people would call the call center seeking help and then not want the help from you because of your race or where you are from. Maybe the people who call you with a disgusting attitude are just frustrated. I don't think that it is personal...some people are just rude. I am sure that the people who are rude to you would be just as (or even ruder) to an American person...

My sister is a call center agent here in our country Philippines...At, first she was nervous especially that her first time in having a conversation with americans.

On her first week, she told me about her experienced and she don't like to go back because she received calls from customer who criticized her badly and some humiliated her. My sister speak english well and she also have a good english accent..

But as time goes by...she still there and usually received calls...for now, Its not new to her about stupidity of some customers. She already used to it. And she said, nice and polite customers make her day wonderful and put her in a good mood.

A plus rating for this question!

This is a situation that I have had to deal with on many occasions. The U.S. based company that I sell plastic kitchen products for employs workers from India to work in their Customer Service Call Center.
One of the people that replied already has stated correctly that by the time I have to call Customer Service I already have a problem that is very serious. I have not only tried to handle and fix it myself, but I have also gone to my Group Forum and asked for help there, and then I have gone to my Manager to ask for her help. Customer Service is my last resort.
Thankfully, many years ago I worked as a telemarketer for awhile and understand how difficult the job is, so I am never rude to anyone on the phone. Not only do I understand the difficulty you face with a person that is frustrated with a situation, you then have to face the frustration of dealing with language barriers. I really feel extra sorry for the person that has to deal with me because on top of everything else, I am losing my hearing and have to ask her/him to repeat things even more often.
As far as your question, this goes beyond just manners; it is a matter of plain human decency. Just because American and other companies find it cheaper to send the work to other countries does not make it right for the workers to take it out on the other workers. We are at the bottom of the food chain and need to be respectful and kind to each other. If it takes a few more minutes to make ourselves clear to each other, so be it. Perhaps in the time we spend together on the phone, we can also make a new friend. Blessed Be~Donna