@forloveoffilm Absolutely. Companies are only offering lip service, instead of real service. And they are becoming quite frank about it, the service representatives let you know that they are sorry you are inconvinienced, but they cannot solve your problem.
Angry customers cannot rationalize? Those who cannot rationalize will not get angry more like it. I am talking about an inbound call center though. If you're an outbounder you deserve every bit of anger, sorry.
@Toyomo16 - I do agree that being professional adds fuel to the fire. I thought it was just me. Being professional just means you talk like a robot and are fake. In the real world, you would tell them to take a hike and never come back. But, in business, apparently we want these bastards back.
@forloveoffilm - some customers do want you to grovel an apology but they want a result NOW. And that isn't always possible. That's such a pain. They just 'want to take it out on you', we are punchbags'. I hate customer service.
I'm experiencing this situation with someone right now. I apologized for the misunderstanding, since everything I said from the start was taken way out of text and exaggerated. But that's one of the problems with internet communication. When you can't talk face to face you assume the tone of voice used. People who tend to get angry often or over slight issues tend to be sensitive and emotional in general. I get angry a lot, but mine always blows over in seconds. Mostly I'm nonchalant.
People who make this fucking training programs NEVER took a call. NEVER took a fucking call. LET US DO OUR JOB AT PEACE AND GET SOMEONE WHO CAN HELP US RESOLVE THE COMPANY ISSUES. Companies seem to pay us to be "nice" instead of helping us to be efficient. THEY DONT LET US RESOLVE YOUR PROBLEMS, CAUSE WE ARE DEALING WITH FUCKING IDIOTIC RULES LIKE THOSE.
Customers don't just wake up and say " I think I will be angry with XYZ Company today", It's usually from somebody not doing their job right in the first place. Make a video showing people how to do their job and this will help with "angry" customers.
@longo40 Not always, man. I work at a call center, and sometimes people just fall on you beliving they can curse you and mistreat you as if you werent a human being trying to make out a living. Education and respect must be to the customer and to the operator.
@elocutionist - 5 ways to get a customer to back down. 1) I will call your boss about this 2) We have already taken your money, so be nice and then we will consider giving you a refund 3) I am not going to deal with you, I will pass you to my colleague 4) Please lower your voice, 5\ I have found the till receipts, ah yes, there you are, you did have 4 pints and you have signed the receipt)
lol There is no negotiating when I open my cable bill and I am told HD charges are a part of my bundle when the next item on my bill is for STB recievers. Take the charge off my bill and the problem is solved.
"Anger precludes rationality?" Address what precludes anger: businesses screw up and screw around.
"Respond or react"? A business doesn't have to be accountable for its actions? Bollocks.
This "video" isn't about solving problems, it's about avoiding problems and avoiding responsibility. Customer anger doesn't come out of nowhere, it's a response to dishonesty and incompetence.
Take responsibility and solve the business' mistakes - that will solve problems and placate customers.
Here, here! I like to refer to the department that prevents customers communicating with someone in an organisation who CAN deliver results as "Customer LIP Service", or to be more Orwellian; "The Ministry of Truth".
I don't know who the tart is that's narrating, but I just want to punch that patronizing bitch in the mouth, she should start by trying not to talk down to people. The fact is, most customers are actually a lot smarter than the twits they're talking to in a call centre.
These videos are helpful in some ways like defusing an angry customer. But all in all some customers just can't be satisfied. Some are just plain assholes. Working in customer service I myself know of the small percentage of customers that need serious therapy. I do not know of any method of resolving a situation with a customer that clearly thinks you are the one to blame for someone else or their own mistake. Clearly some customers should see things from your perspective too.
@xV1cerExc1seRx - too right, some customers/guests will never be satisfied. You kind of wonder why they want to repeatedly use your service but you can't say that. Some customers have no interest in your perspective, they are like spoilt brats having a temper tantrum.
as a representative i'm also a consumer and i don't think that the one's who work in customer service deserves to be cursed or blamed directly for the situation and people who call the customer service must always think that not because they are the customer they are the one's who own the representative's soul, it would be better if you choose the words your going to use because they want to resolve all of your concerns as much as you'd like, try to be more patient.
Sometimes people are angry or sad about their lives and they find an outlet in customer service situations where they can emotionally dominate and punish people who are trained and expected to be acquiescent, polite and unassertive.
good tips!! but as sciontc mentioned, if u want to be succesful just be very patient & get focused on solvint the cust issue before they can even notice it!! it works, for real!! but of course, always being like kind enough to handle the call in the way YOU want to!! bless!!
not bad some tactics i already employ i think the best tip for anyone who wants to be successful is to have a very calm and non melodic tone .. speaking to the customer should not sound robotic .there is a way to express through tone and volume a empathetic demeanor
I wanted to thank you for this great video! I definitely enjoying every little bit of it.
constancejuarez36 3 months ago
@forloveoffilm Absolutely. Companies are only offering lip service, instead of real service. And they are becoming quite frank about it, the service representatives let you know that they are sorry you are inconvinienced, but they cannot solve your problem.
nrkgarg 1 year ago
Angry customers cannot rationalize? Those who cannot rationalize will not get angry more like it. I am talking about an inbound call center though. If you're an outbounder you deserve every bit of anger, sorry.
PObserver 1 year ago 4
@Toyomo16 - I do agree that being professional adds fuel to the fire. I thought it was just me. Being professional just means you talk like a robot and are fake. In the real world, you would tell them to take a hike and never come back. But, in business, apparently we want these bastards back.
cyclepod1 1 year ago 2
@forloveoffilm - some customers do want you to grovel an apology but they want a result NOW. And that isn't always possible. That's such a pain. They just 'want to take it out on you', we are punchbags'. I hate customer service.
cyclepod1 1 year ago
I'm experiencing this situation with someone right now. I apologized for the misunderstanding, since everything I said from the start was taken way out of text and exaggerated. But that's one of the problems with internet communication. When you can't talk face to face you assume the tone of voice used. People who tend to get angry often or over slight issues tend to be sensitive and emotional in general. I get angry a lot, but mine always blows over in seconds. Mostly I'm nonchalant.
Mehrunissah93 1 year ago
People who make this fucking training programs NEVER took a call. NEVER took a fucking call. LET US DO OUR JOB AT PEACE AND GET SOMEONE WHO CAN HELP US RESOLVE THE COMPANY ISSUES. Companies seem to pay us to be "nice" instead of helping us to be efficient. THEY DONT LET US RESOLVE YOUR PROBLEMS, CAUSE WE ARE DEALING WITH FUCKING IDIOTIC RULES LIKE THOSE.
palatena 1 year ago 10
Customers don't just wake up and say " I think I will be angry with XYZ Company today", It's usually from somebody not doing their job right in the first place. Make a video showing people how to do their job and this will help with "angry" customers.
longo40 1 year ago
@longo40 Not always, man. I work at a call center, and sometimes people just fall on you beliving they can curse you and mistreat you as if you werent a human being trying to make out a living. Education and respect must be to the customer and to the operator.
palatena 1 year ago
Top 4 Ways to Get An Angry Customer to Back Down
1. Start to talk like phonesex operator
2. Automatic weapons ("Yes we have your address" *load, latch, click*)
3. "The feds won't audit your taxes, IF I don't report you" (sound of wringing hands)
4. "My name is Yusef Abedmebbmdinshaddi -- I have your address..."
elocutionist 1 year ago
@elocutionist LOL.
Mehrunissah93 1 year ago
@elocutionist - 5 ways to get a customer to back down. 1) I will call your boss about this 2) We have already taken your money, so be nice and then we will consider giving you a refund 3) I am not going to deal with you, I will pass you to my colleague 4) Please lower your voice, 5\ I have found the till receipts, ah yes, there you are, you did have 4 pints and you have signed the receipt)
cyclepod1 1 year ago
lol There is no negotiating when I open my cable bill and I am told HD charges are a part of my bundle when the next item on my bill is for STB recievers. Take the charge off my bill and the problem is solved.
thisherethatthere 1 year ago 2
"Anger precludes rationality?" Address what precludes anger: businesses screw up and screw around.
"Respond or react"? A business doesn't have to be accountable for its actions? Bollocks.
This "video" isn't about solving problems, it's about avoiding problems and avoiding responsibility. Customer anger doesn't come out of nowhere, it's a response to dishonesty and incompetence.
Take responsibility and solve the business' mistakes - that will solve problems and placate customers.
zxcv1234vcxz 1 year ago 2
Here, here! I like to refer to the department that prevents customers communicating with someone in an organisation who CAN deliver results as "Customer LIP Service", or to be more Orwellian; "The Ministry of Truth".
I don't know who the tart is that's narrating, but I just want to punch that patronizing bitch in the mouth, she should start by trying not to talk down to people. The fact is, most customers are actually a lot smarter than the twits they're talking to in a call centre.
neale61 2 years ago
These videos are helpful in some ways like defusing an angry customer. But all in all some customers just can't be satisfied. Some are just plain assholes. Working in customer service I myself know of the small percentage of customers that need serious therapy. I do not know of any method of resolving a situation with a customer that clearly thinks you are the one to blame for someone else or their own mistake. Clearly some customers should see things from your perspective too.
xV1cerExc1seRx 2 years ago
@xV1cerExc1seRx - too right, some customers/guests will never be satisfied. You kind of wonder why they want to repeatedly use your service but you can't say that. Some customers have no interest in your perspective, they are like spoilt brats having a temper tantrum.
cyclepod1 1 year ago 6
Fantastic video! I love the way you speak and how happy you are. Thank you so much for this video. Best wishes x
OCBspain 2 years ago
as a representative i'm also a consumer and i don't think that the one's who work in customer service deserves to be cursed or blamed directly for the situation and people who call the customer service must always think that not because they are the customer they are the one's who own the representative's soul, it would be better if you choose the words your going to use because they want to resolve all of your concerns as much as you'd like, try to be more patient.
alfred060813 2 years ago
Sometimes people are angry or sad about their lives and they find an outlet in customer service situations where they can emotionally dominate and punish people who are trained and expected to be acquiescent, polite and unassertive.
JLitBakerstreet 2 years ago
@JLitBakerstreet - that is so true, they expect us to be trained doormats.
cyclepod1 1 year ago
Fantastic. One of the best videos I've seen on this subject.
tracy10UT 3 years ago
horseshit
in the UK, if sales cunts call us we just tell them to fuck off, your blood sucking leeches who prey on the elderly.
bestsexever2 3 years ago
good tips!! but as sciontc mentioned, if u want to be succesful just be very patient & get focused on solvint the cust issue before they can even notice it!! it works, for real!! but of course, always being like kind enough to handle the call in the way YOU want to!! bless!!
DitoxxPma 3 years ago
thank you !
ponlur 3 years ago
not bad some tactics i already employ i think the best tip for anyone who wants to be successful is to have a very calm and non melodic tone .. speaking to the customer should not sound robotic .there is a way to express through tone and volume a empathetic demeanor
sciontcdude 4 years ago