Quote:
Originally posted by FlyingIguana
if you're in customer service you should deal with all customers the same way no matter how they act. sometimes people are pissed because they've been jerked around previously.
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theoratically you should yeah, but I always went for first contact resolution, and I was not responsible for wath my collegues told people. I knew I did the best I could and told that to custumors that started the conversation with pissing at me while it was the first time I talked to them. I always told them that if they were nice to me I would go the extra mile and if they continued being rude they will have to accept the answers my collegues gave them.
Mostly they understood and if they continued... well bad luck for them.
I worked for a mobile phone operator and most angry cust. that called were the ones that were temp. disconnected because of non-payment. General rule was that they could fax the proof of payment (piece of paper they get at the bank when they paid it cash at the bank) to get reactivated. Well people that were rude would get a nice big fat "don't reactivate untill payment showed up in system" on the top of their account screen and could wait for an extra 4-5 days to get their line reactivated.
People at a helpdesk are no dogs! (most of them are doing their job as good as possible, so don't blaim them for the few that don't)