Those who work in a call center will tell you of those customers that are just plain mean. Some in fact will attack YOU personally.
Why they do isnt necessarily what you need to be concerned about, there are people who are just prone to being mean. What you need to know is how to deal with the cruel comments and difficult situations.
An example of a bad call would be:
You answer the call to answer a billing question for your local cable company. The customer immediately says what the *BLANK* do you people do all day? You are all incompetent idiots. Then before they conclude their yelling, the customer calls you something horrible.
What you do may depend on your personality type, but, recognize you are still required to remain professional.
Depending on the policies in your call center, it may be necessary to hand the call off to a supervisor. Some companies allow you to hang up when an abusive caller calls, some companies do not.
If youve been attacked personally, DONT take it personally. Keep in mind, this customer doesnt know you at all.
For whatever reason, you have become the recipient for their unhappy day. Do not take their...
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