Abusive Customers: Customer Service Training : Examples of Bad Customer Service

[xanadu247]

this video is very outdated.

[ChenderChin]

shut up

[Blacckkfire]

she is one of those people who will give you a hard time on the phone

[nastyrocket]

Rule #346 - Try not to misspell/mispronounce customers' names - if you're in a situation where you use them (such as carryout food, etc.) I have seen people walk out of an establishment never to return over this. May seem kinda silly to some, but customers can be fickle.

[HughRAlley]

I am not sure why she does training that tells us what NOT to do. It is very counterproductive, because "What we focus on expands." In this case, our attention is drawn to bad behavior.

I'm also disappointed that there is nothing here to help us deal with tough customers, which is what got promised at the start of the video

[rapingurchurches]

she is oblivious to how the customers rush us and how lying has saved many a life.

[mccoy2225]

Rule #345- Don't grab the customer's genitals.

[Arnhem1972]

People with flip overs killed customer service.

[polaris911]

methods of "dealing" with customers? LOL I think this sets the tone for the whole video thank you! Bad work as usual, expertvillage

[assassin7707]

I think its very rude making these videos.

[inbetweentics]

BACK IN THE DAY and i have more years experience with customer CARE than the average age of the customer rep today,

reps didn't antagonize the customer and so what if the customer is screaming or shouting, cursing or whatever, you cater to the customer and do all that you can to resolve the issue and not pick fights and arguments over things you personally don't want to hear. you also don't patronize the customer with stupid scripts.

learn to do your JOB.

[inbetweentics]

this was from two different customer service reps regarding two different issues just in the last couple DAYS and the reps were american!

i called to ask one rep over the phone a question about where to contact regarding something and all the while the bitch was WHISTLING ON THE PHONE like she could care LESS what the hell i wanted - I COULDN'T BELIEVE MY EARS!

another woman rep freaked on me when i said the word hell in a sentence and ragged me about how i shouldn't use that word with her.

[otchacha]

she lost me at 0:40

[charreva]

Good point about the body language. But in my job I have to rush as there is a policy to make check in quick. As in airports, you have to be quick and when they want to rant and rant it is difficult when people are waiting and in a hurry.

[StarvingForTruth]

@cleaverzl

Congratulations on being the financial version of an enforcer for a crack dealer. Yes, let's continue to punish the addicts and reward the pushers.

Shit man, If I knew which bank you worked for, it wouldn't take me long to tell you enough about where that bank does business to make you go pale with shame for ever moralizing about late fees.

it takes a special kind of person with a very weak value system to do what you do. I'd never respect myself again if I did.

[StarvingForTruth]

@cleaverzl

you know what my bank used to do before they got bought out by one of the beasts? they would call me if a check was about to bounce. i lived on very little, putting myself through school at the time, living on minimum wage as a youth worker (town rec). if my car decided to crap out, i had no choice but to be late on certain payments - and i had zero luxuries, i assure you. if they'd just decided to hit me with a bunch of fees, it would have been devastating.

[Interests2009]

You know. There is a lot of truth in this video, and I have encountered it all. In every single NC business I have been to people do all of those ''don'ts'' talked about in this video on a consistent basis. That's one reason I don't rely on those NC assholes and try to find it out myself. On many occasions I don't need their held. You ask a store merchant a question here and they always send you in circles. Performing poor/awful customer service will also cost you customers and even your job.

[ewd76]

"Rude" is not giving me exactly what I want at exactly the time I want it no matter how ridiculous it is.

[madismaximus]

well seen u havent seen the idoits that get on the glasgow buses {glasgow scotland} they ask u questions then they dont like the answer there given

[KaiserVadin]

Well no one is perfect !

[StarvingForTruth]

@cleaverzl

most service reps don't have a bloody clue what the real truth is about what they are doing. and your use of what amounts to the nuremberg defense is morally sickening. believe me - i've done plenty of customer service in my life. i speak from experience on both sides of this issue. companies are almost NEVER truly honest with customers. its a very rare thing indeed. if you don't understand this basic truth of life, you are naive beyond belief.

[Interests2009]

You know that's right. Many of these CSRs pride themselves in being the biggest liars of them all. One reason they constantly lie b/c they are too chicken to tell the truth (or simply just don't know.) If they would just come out and be honest and say something like, ''we don't know but we can find out'' that would be better. Instead, they choose to imply it. Those people deserve to be out of a job and it will happen if they keep it up. I also agree that many customers can be assholes too.

[StarvingForTruth]

@Interests2009

yup. i wish the reps would ponder for a moment the true ethical nature of the company they work for in its entirety before they decided to get shitty with customers. that's one of my faves. i do some research on a company i'm fighting with so i can tell each rep a few fun facts about the evils done by the hands that feed them. certainly puts a halt to moralizing about fees when you remind a bank employee that their bosses funded genocide and whatnot.

great in the lobby, too.

[Interests2009]

@StarvingForTruth--Me too. Many of them simply just don't care and are only in it for the money. I don't even do customer service. I used to and it was hell. If I kept going into a place of business and they kept doing me that way, I would simply stop going in there. Recently, I had an employee of this one business do me the way the lady is talking about in this video (i.e. just walking away while in the middle.) I went storming out, and haven't been back since.

[StarvingForTruth]

@Interests2009

absolutely. i worked for a bank once upon a time, just as a teller. one of the things that led to my rapid exit was this plan they had of rewarding us for selling credit cards to customers. having been through my own shit with credit cards when I was fresh out of high school and utterly dumb about money, I couldn't in good conscience try to rope people into the same risky game just to put more in my own pocket. i flat out announced i wouldn't do it off the bat. had to quit.

[StarvingForTruth]

@Interests2009

i also learned that banks are like anybody else - they try to sell you shit you don't need. god forbid you just want a nice, safe place to keep your meager earnings without having to be bombarded with offerings you have no use for. it's getting to where free checking is about dead. these institutions are so over leveraged from their own gigantic crimes they have to pillage us to cover their own behinds. hypocrisy, thievery, and sociopathy. that's the business model.

[Interests2009]

@StarvingForTruth--You can say that again. When all narrowed down, the word ''greed'' comes into mind. I have even gone into businesses raising hell b/c of all you are talking about and so much more. Many of these businesses should cease to exist the worst way imaginable.

[StarvingForTruth]

@Interests2009

I couldn't agree with you more. The older I get, the more arbitrary and alien this entire mode of human interactions has become. Not that it has morphed so much as I have snapped out of the collective trance called 'normalcy' enough to see things for what they are in relation to what's good for us, and usery is just plain bad. it's just a means of the rich maintaining privilege over others, ensuring very few can swim upstream. money IS debt. people seem not to know this.

[StarvingForTruth]

@Interests2009

sorry if i'm being preachy, but i highly recommend the film 'the money masters' (free on youtube) .... or the 'the crash course' (also free on youtube) which is made by Chris Martenson, with a GREAT website on his site, which is his name dot com.

money is a debt game, inherently. usery is like adding a catalyst to a drug to inflame the negative side effects.

“The process by which money is created is so simple that the mind is repelled.” John Kenneth Galbraith, economist.

[StarvingForTruth]

@Interests2009

/watch?v=QlIhhYGujoQ ....(money masters)

/watch?v=XnXZzx9pAmQ ....(the Crash Course, by Chris Martenson; creation of money is this part:

/watch?v=qIxhsF6JLEA

be well!

[cleaverzl]

@StarvingForTruth We don't get "shitty" with customers. We get calls from people that are all pissed off because they think it was our fault that they were neglagent in their responsibility to pay their legal debts in a timely manor. They have an attitude & the problem is because of their inability to take care of what things need be taken care of.

We are trying to help them fix the situation, or explain why it is, & they just rant.

I would like to take this time to tell you insane cust to FU

[StarvingForTruth]

@cleaverzl

I've done plenty of customer service. I'm familiar with the 'bad customer'. But that doesn't change the fact you work for an evil enterprise, which sacrifices any moral footing you think you might have. You are literally loan sharks, and that's all there is too it. What you guys do to people's lives is reprehensible, and I can only hope and pray NObody pays you, and you go out of business, fail to have kids, starve, die, and never come back.

seriously. you should feel like shit

[cleaverzl]

@StarvingForTruth You call us loan sharkes, but people borrow to buy stuff with full knowledge that it must be paid back & when they due date is. People are made aware of the terms & conditions on each statment, through seperate mailings, &when they opened the acct. It is our legal responsibility to inform them. It is not our legal responsibility to make them read it. If you lent $ to people that paid you late repeatedly & plead some lame excuse, would you continue to front them money?

[StarvingForTruth]

@cleaverzl

Yup. I have a friend who used to collect..... for people you don't want to meet. They use the precise logic. Since you failed to meet your obligation, you have nothing to say about what is about to happen to you. Except of course, we recognize this extremity and wrongness of this situation. Credit companies have WAY too much power, and don't exist if people don't pay late with interest. Pay too promptly? Get cut off. Ya. You guys are frickin' saints.

piece of filth.

[StarvingForTruth]

@cleaverzl

If people truly NEED money, they shouldn't be charged interest. If they don't, they shouldn't be given a loan. Period. End of story. It's just plain fucked up. There is no good defense of usery.

Period.

Change your life.

[cleaverzl]

@StarvingForTruth Why shouldn't people be charged interest? If they buy stuff & ask you to front out the $ to bankroll their overextended spending habits, then don't even keep to the agreement they lied in agreeing to just to get you to pay their way. Lets see if you loan any more of your $ to them when there are many out there that you could loan your $ to that repect their financial comitments.

The true discrace is that we have so many deadbeats with their hands outsretched to grasp.

[StarvingForTruth]

@cleaverzl

you don't get it. i explained this already, and you don't get it.

enforcers aren't hired for their ability to think independently I suppose.

one day, I hope you live to understand what it is you are a part of, and what it does to human lives, and our society as a whole. you are being incredibly narrow minded and myopic.

a true shame.

[StarvingForTruth]

@cleaverzl

better question, why should anyone sell stuff to people who don't have money? why should a bunch of uber-ruch criminals (heads of banks, and likely your bosses), be giving people loans for shit they don't need, all so they can make a profit from the interest - which is just saying a schedule of payments with pre-applied penalties for having borrowed in the first place? considering the track record the BANKS have for financial irresponsibility, you got shit to say bro.

evil job.

[StarvingForTruth]

@cleaverzl

"The true discrace is that we have so many deadbeats with their hands outsretched to grasp. " yes. Bankers are leeches who make a living loaning what they don't own - and what does not exist until it IS loaned - and ripping off the governments of the world every day. u really should learn how money is created, friend. you'd be aghast. they are a horrible bunch of degenerates. but, you are too lazy to be independent, so you sacrifice all dignity and take their paychecks.

[cleaverzl]

@StarvingForTruth You call us loan sharkes. I'll answer that the way I would if you called us that on the phone.

"I'm sorry you feel that way, but you DO have the obligation to pay your legal debts in a timely mannor. You were informed of the terms & conditions in paragraph 17 of the terms & conditions you recieved. I'm sorry, but due to your late payments your interest has been adjusted to the deficiant level & you have been assesed a $39 late fee + interest. Is there anything else I can do ?

[kinslayer037]

this womans obviously never been in retail

[cleaverzl]

@StarvingForTruth As I tell customers 100 times a day, "I'm sorry you don't agree with that, but thats the way ********** does it.

I realize that you have an opinion of how it 'should be' , but I'd be doing you a diservice if I lied & failed to tell you 'the way it IS'

[StarvingForTruth]

@cleaverzl

of course, i have no idea who you work for, so it's illogical for you to take personal umbrage with my general complaint about a disingenuous manner of personal relations. it would take a sociopath or a simpleton to not understand why it's annoying to be treated in a fake - nice manner by a person paid by evil persons to pretend to be concerned about your predicament.

but, as said, not knowing your industry or company, this is hypothetical.

[StarvingForTruth]

step one: make sure you are working for an ethical company, who you have had positive experiences with as a customer. otherwise, you may deserve what you get, if say, you work for a bank....

if you profit from an evil company, you are evil. expect to be treated badly.

[zxcv1234vcxz]

I looked through four of these videos before she finally said something intelligent: Don't lie. Too bad she didn't have the brains to continue with another, like DO ONLY what the customer asks, no more no less - don't substitute, don't "upsell" and don't "add on". Whoring for money through higher commissions will make the customer walk out.

By the way: If you want to say "Don't look at them if you don't like them!" tell that to my boss asking me to do research. Otherwise, STFU.

[abcdamp]

is this a prank or just lame tv

[jalepenomac]

first... smile and realize that you are a server and have to put up with a bunch of crap anyhow... WELCOME to the service industry... and if they give you too much crap tell them not to come back. period.

[Eriil]

So I can't get too casual with the customers, yet they can tell me how they had to go to therapy while going through menopause and having severe depression for several years?

Man, I hate my job.

[AngryOpiumWhore]

Rule#1: Be nice ONLY to polite customers. #2: Make rude customers feel stupid by offering a smile as they yell at you. #3: If a rude customer wants you to check the backroom for an item that is out of stock, take that time to go into the back room, have a seat, take a nice 3-4 minute break, and go back to the customer empty-handed (even though you did, in fact, find the item they were demanding you search for). #4: Always let the red-faced customer be aware of your indifference to their plight.

[cleaverzl]

Also be careful. Your average handle time is monitered. Get call finished as soon as you can. If call escalates, transfer to supervisor, Put cust on hold & research the issue. Read the notes on the acct. Tune out the cust's attitude & focus on the issue. If you have a Q & A line, use it. No matter how abusive cust is, appologize & ask if there is anything you can do for them. When you must say NO, say NO with authority & do not waiver. If cust dosn't accept NO, let supervisor tell them. Tansfer

[Calliber50]

Don't lie is absolutely true. Don't even lie to a customer if your boss tells you so. If your boss wants you to lie have them deliver the lie. Nothing worse than being caught in a lie, because 9 times out of 10 even your boss won't back you up.

[straightnormalguy]

Stab my stomach with a pitch fork and make a wild boar fuck me in the ass!!!

[rappistanal]

you bitch i hate your guts

[brandonlacavera]

fuck stop paying the customer service agent 5 dollars per hour in india and maybe we would get some fucking service

[ttiiyy]

@brandonlacavera If the company is going to pay them more, they might as well just hire Canadians or Americans.  That's what they should do!

[nezpercenathan]

The "don't lie" one is interesting. I have been told many times by management : "Just tell him they backordered it" , when in fact we didn't place the order in a timely manner. So, I was ordered to lie, by management. Also, it is easy to get rude with customers when they are getting rude with you, probably not the best thing to do, but when a customer calls you "a pathetic loser" and thinks he can get away with it.....

[zoazoon]

I work in the customer service industry (an inbound call center) and I'm curious to see where you other commentors are coming from. Seriously, if one of you could explain the animosity, that would be appreciated, because I work with a lot of people who feel the same way and it never made sense to me. I've can't think of a reason not to be nice and empathetic to the customers, especially the angry ones. Doesn't mean I can't get down to brass tacks, just that I try to make it as smooth as possible

[mindypin]

I'd hire you if I were in personnel, zoazoon!

[etihadflight]

Etihad airline staff, in my experience, need this sort of training...

[anthony77963]

It's amazing, the asinine comments you immature kids post in here.

[HandGrenadeLoveNote]

or....screw all the pc bullshit and just tell em to fuck off. :)

[dvzon]

lol, I deal with customers everyday & they are all whiny little bitches who want something but don't have patience. I work for an electric company & all I deal with is people who can't pay their bills - customers can go fuck themselves! deadbeats!

[MamaYo69]

if there were no customers you would live in a cardboard box. May more people would be able to pay there bills if you didn't over charge.

[stalkingcat123]

deal with tough customers pucnch them and say they assauled you and tell them to get the F out

[avmf8]

I have had issues with customer service I am understanding of mistakes and if they fix them. I do get annoyed though when customer support makes a mistake and tries to get my to pay for it.

What I mean mostly is with warranty. They will fix it but want me to pay to ship it back.

Now if I call and get a customer support rep who is not very nice then I am not nice. I basically am about as nice as the person I am talking to. If they are nice I am nice if they are not nice then I am not nice.

[Sairin13]

Screw the customer, Screw them in the eye with a sharpened coupon. It's not our fault that they didn't even bother to read the discount that they are trying to apply. What? Doesn't their attention span cover the amount of time that it takes to read a 3x5 slip of paper. "Well it says when you buy one you get one free," You can't buy a $30 box set of DvD's and get a $60 dollar Set free..... I may have rambled a bit there....

[pjharrison78]

Agreed, my friend. I just wanted everyone else to know that there are millions of ignorant, rude customers around the world who blindly believe they're right all the time. Contrary to reality, the customer is not always right, however, the customer is always valued. My mission as a public servant is to

correct poor customer behavior like ignoring the fine print in advertisements and getting an attitude with employees for making honest, simple mistakes. Fight back against customer abuse!

[Sairin13]

Exactly,We are only trying to help them, for God's sake it's our job description. But they would rather have the bubbly cheery little drone help them even though it's usually that type of person who messes up the order! And I know everyone is afraid of getting scammed, but it's one thing to be cautious and it's another thing to be Paranoid! If the total comes up to $36.98 and you figured $36.93 (in your head or on a sheet of paper,) just go with it, or at least add it up again before you argue.

[ARM187STRONG]

i'm going to star working at "nco" and this is helping me for the position that i applay thanks...!!

[Misanthropy83]

LOL the woman has clearly never done a minute of customer service in her life

[nirvfan81]

I agree.. oh man this lady doesn't know what she is doing.

[mitchizhere]

Customer Service Sucks