Quote:
Originally Posted by Shaun
The customer is asking for a manager as generally they think the way they have been treated by one of your colleagues is disgraceful. Either they've been cut off, fobbed off, or they've had to call again as the agent hasn't done their job. I personally if this sort of thing happens to me want the individual monitored and retrained/reprimanded - you should too as it'll make you life easier. Can you honestly say that if the customer tells you about their issues you're going to report a colleague of yours to the management for what possibly could be the sack?
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yes i honestly can say that i would 100% report it, if its just a one off and an agent has made a genuine mistake then their manager would hopefully use common sense and not sack them there and then, but if its a reoccurring problem then to be honest i woulndt want them working in the same company
---------- Post added at 04:31 ---------- Previous post was at 04:30 ----------
Quote:
Originally Posted by KaySquirrel
Dealing with idiots/angry clients/complaints is part of the job, yes. Being a verbal punching bag for a dissatisfied customer who doesn't know how to deal with another human being in a socially acceptable manner is NOT part of the job, as far as I am concerned. EVEN if he's been given a hard time by the company/previous CSR, I don't consider that a valid reason to act like a psychotic.
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absolutly spot on