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Originally Posted by handyman
Really  I bet its a hoot in your office.
If you had any idea of the abuse csr's get from customers, I'm not surprised one of them decided to 'give a little back'
I'm not surprised at all by this esp as they will not have had full authority to upgrade people.
If I had been that member of staff's team leader we'd have had a quick chat over a coffee and nothing further than that. Would not even have brought it up on his record.
If only I had a pound for the amount of times a customer has ranted a member of staff (usually female) to tears. |
There are procedures in place to deal with abuse at work, your employer is liable aswell.
Because NTL products are in general fault prone a lot of people are going to get upset, the thing is if you are paying for a product you want it to work.
When that product does not work then somebody is going to get an ear bashing, the degree of that ear bashing will depend on the anger threshold of the customer, where one customer will not use foul language another in the same position will.
How do you change this? I am affraid you cannot, plain and simple.
It is human nature, the ear bashings that NTL staff get are no different to what they would be exposed to in a normal job as a shop worker or doctor/nurse, who sorry to say, have to put up with a lot more abuse than NTL staff.
That does not mean it is justified, and so this is where NTL upper management have to walk in, if they can be found.
The abusive customer needs to be warned about their attitude, and if this does not wash suspend their account, it is so easy, it wont change the world overnight, but it may just make people think carefully about what they say on the phone, particularly if this campaign is backed up by letting every customer know the policy.