How do you act at the customer care agent who try to help you ?

India
January 18, 2013 8:06am CST
I always behave polite at them. It doesn't matter what problem I have I just tell it frank and get the solutions for it. Sometimes I may be sad with the solutions and sometimes pretty good. All I do is just stuck with what I get. I have some friends who just become rude when they are not satisfied with the replies and some of them just play little pranks with them. I wonder why they do so They are the ones who spends their good time for us, to help us They have no voice Did you ever though about them ? their sufferings ? How do you act to the customer care agents ? [u] Please hare all your views and your experiences[/u]
1 person likes this
14 responses
@enelym001 (8322)
• Philippines
19 Jan 13
I get annoyed when the agent I was talking to seems not helpful. There are few of them who acts like they don't care at all and don;t want you to talk. Just listen and they will hang up. Who will not get annoyed with that? I do understand most who actually tried to help but got no choice as they were only taking notes of our technical issues or whatever issues for them to forward to the right department.
1 person likes this
@Jlyn10 (11966)
• Malaysia
19 Jan 13
I would get annoyed too if the agents are not being helpful but if they have at least tried to help, then I wouldn't blame them for at least trying.
@enelym001 (8322)
• Philippines
21 Jan 13
Yes that's what they were only asked to do. Try to help you with basic stuff and if it didn't work, they will open a complain for you to forward to another team.
• India
20 Jan 13
Hey enelym001, This is the same what I find when I tell some issues to them. They will just directly file an complaint an report it to the higher department. I wonder why they are appointed to take the calls but there are some who just help us truly.
@savypat (20216)
• United States
18 Jan 13
I worked many years in a job where customer service was important. I have found if I followw the golden rule and do to others as I wish they would treat me. So I make a challenge to myself, no matter how brisk or upset the other person is I will accept most of the blame, I will be understanding and sincere with my treatment of them, even if they represent the product that I have a problem with. I can honestly say that when I have had to return something or even feel that I have been cheated things have always worked out for me. I want us both to come out of the situation feeling kindly.
• Philippines
18 Jan 13
I agree. If a caller is upset, the turn out of the conversation depends on how the customer service agent handled the call. Upset callers are very sensitive and if the agent doesn't know how to pacify the person, they might end up not resolving anything at all.
• India
19 Jan 13
I felt the things has hot worst again. For the past week i was having certain problem with my gprs and when i tell the issue they took a complaint against. In most of the cases they just do the same, filing an complaint for the issues. This is all they know. They have nothing comments or solution against the issue.
@prashu228 (37525)
• India
18 Jan 13
yes ofcourse t depends upon the handling of the situation. Some agents are really good at handling these when they face the impolite customers.
@jaiho2009 (39142)
• Philippines
19 Jan 13
I have been working with telecom for years and I can say that I have encountered different kinds of customers. Some are rude, some are nice and some are plain. Sometimes we cannot blame customers for being rude and irate- usually rude and irate customers are the ones who are not satisfied with the service provided by the company and so bad that these customers vent out their anger towards the agent.
@jaiho2009 (39142)
• Philippines
21 Jan 13
Simple...let them speak until they calm down. If the person cuss a lot- give him/her a warning and he/she still doesn't listen- drop the call.
• India
20 Jan 13
Some people speak up bad words with the rudeness and I had seen such people in the public. I felt it is really bad and such behavior really reflect their personality. So, how do you deal with such rude calls ?
@vandana7 (99220)
• India
18 Jan 13
Honestly, at times I do have my moments. I have this demat account. One of the unit set has not been dematted, because the name of the scheme changed, and the number of units in the mutual fund were revised. This customer care executive couldnt give me proper reply in about a week's time, even though she had made me wait there for more than an hour the last ime I had been to their office in person. Anyway, I returned home, and called up the registrar and transfer agent, and got the copy of the relevant statement at my doorstep, without stepping out. The customer care executive on the otherhand wanted me to go to the company and get my email rectified. Lack of experience shows...
• India
19 Jan 13
I also felt there are many excutive agents who are just appointed with improper degrees or abilities. This is the one of the reason why people do not have good answer when we tell the issues to them. Any way we have to adjust with it.
@Jlyn10 (11966)
• Malaysia
19 Jan 13
I'm a very nice person and I always appreciate anyone who is helpful. On the other hand, if the customer care agent is rude to me and not helpful at all, then they will definitely get the same treatment from me.
@Jlyn10 (11966)
• Malaysia
21 Jan 13
I asked that person to get the manager to call me.
• India
20 Jan 13
I had never heard about an situation, an customer care agent becoming rude to the situations. Did you have had such rude calls ? How did you act to it ?
18 Jan 13
I may say about the customer care,how they acted sometimes,to my own view i can say that they are always busy,attending to other clients all over the world,sometimes it may take them time to get response from them,the very best way i act with them is to be patient with them,and i always wait for seconds before i chat with them,all i have to say and the way i acted with them is to be patient.
• India
19 Jan 13
Patience is very important now a days to a one who tries to seek help because there are millions of usefss in the world and among them each of them calls customer agents at the same time. So we have to wait till the call is attented.
• Philippines
18 Jan 13
Hahaha! Good for you. I was once a customer service agent and it's a tough job. I perfectly understand how it feels to deal with irate customers. We all have our personal issues/problems to deal with and it's very difficult when you're going through something but you have to be tactful and accept every rant that you get from an irate customer. Pacifying an angry person is never easy. There are times when you wish you could help the customer by all means but you can't because there really is a problem with the system or the product and all you could only do is try to explain and let them understand why or what's happening. You can't blame them (customers) if they get angry too. I have had a lot of experience with irate customers. Others don't have anyone else to vent out to thus airing out their sentiments with you. Some are just angry because they're impatient to get their concern/s resolved. So everytime I call the support line, I try to be patients as much as I can because I've been a customer service agent once and I know how things are done. I can't blame other people when they say they (customer service agents) wanted the job and they are paid for it so they have to get the customers' isssue resolved and done. That's very true and that's exactly the role of customer service agents. However, there are times when issues get way out of hand. Customer service agents are paid and expected to perform the job well and exceed expectations but sometimes the irate callers can also make those agents leave their work. Hahahaha! There are times when you can't help but feel down when you encounter some irate customers and somestimes that can really lower your self-esteem and the only solution you can think of is to quit your job.
@ladynetz (968)
• Canada
18 Jan 13
I worked at a call centre as a customer care agent. It was the worst possible job ever! I was receiving calls non-stop without even a break to take a breath and always being nice and trying to help every customer calling in. becaus when someone calls, obviously they have a problem. I was advising them what to do and how to act to lower their bills, even gave them credits if they were in a bad situation, but then I was receiving bad feedback because they were not pleased with all my effort. Lots of customers want to receive everything for free, and we all know that's not for real. I was finishin my day frustrated and angry that people can behave in such a rude way to someone they can not see. They take advantage of the fact that you don't see their face and they are unbeliavable rude. Mind you, not all of them, but it's enough to have few of them each day to make your job miserable. So, please, all of you, just behave nicely to any customer agent. They all try to do their job, they don't have the power to make everything free, and they are people like anyone else.
@sender621 (14894)
• United States
18 Jan 13
I know that customer service representatives are only trying to do their jobs. It may not have the end result that we set out for but we can not blame that on customer service. The control is out of our hands and theirs as well. We should show customer serice the same consideration that they show to us.
• India
19 Jan 13
I find it as a difficult job because they have to be alert at the time they work and during the duty time most of them just make use of their time to create fun. How do you act at the customer case agents?
@turbopt (74)
• Portugal
18 Jan 13
They are spending time with us, but get paied for it I´m always nice to custumer, because no need to be rude, no1 will earn nothing by acting like a jerk
• India
18 Jan 13
They may be earned but some of them do the job with truth by helping each of them. They just help each of gen by telling what they know. They people can just tell something and just cut the call but they are not doing it .
@prashu228 (37525)
• India
18 Jan 13
Hi yes i do behave politely . But some of them are equally rude with the customers as i have seen. Rudeness is not good from both sides. What sufferings do they have? i didn't get your point. They do the job because they like it/they need it. Nobody forced them to do the job.
• India
19 Jan 13
I had many people make use of the customer care agents to play pranks. They just speak rubbish words and the customer case agents have no words to it. All they have to do is just hear what the speaker tells.
@doroffee (4222)
• Hungary
18 Jan 13
I'm only annoyed by them if I see they don't even want to help or lie or want to avoid proper answers. Unfortunately, I've seen some people who thought we were stupid and they could just sweep us off without helping... or... my mom bought a quite expensive leather bag, which ripped 2 times, yet they insisted on changing it for the same bag rather than giving back the money, which IS the ethical thing... and rightful and lawful thing to do in my country, if the product's quality is not appropriate. But still, I'm always polite. My dignity does not let me flip out, let alone playing pranks...
@mrsuniega (786)
• Philippines
18 Jan 13
for me if ever I'm going to call for a customer care I really have to be patient and to relax. we need this to be able to answer our problem regarding the issues we are calling.
• India
19 Jan 13
Most of the times i don't get the exact solutions for the problems i have. During those times i just used to find the solutions in my own way and in my own style. How about you? What will you do when they did not give you a good solution?
@kokomo (1867)
• Philippines
19 Jan 13
Thanks for your concern with those of on the field of customer care. My job before was also related into a customer service and everyday I did handle a lot of calls and consider them there those irate subscribers. Yeah, handling customers is a very tough kind of job. You need to be very patient and very calm even to the extent that you want to freak out and fight back but it should not be because that's part of the job. Irate customers and subscribers should also consider the feeling of the customer service representative and they are also human.