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Originally Posted by Mark B
Most often people do not put the phone dopwn on you. For starters, it's not a phone anyway, it's a headset plugged into a swtchboard terminal, so there's nothing to 'put down' anyway.
The likely cause is the phone system going wrong. Still unacceptable, but I get annoyed when I constantly read that ntl staff hang up on customers. We don't.
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Indeed
The only times i hang up on people are the abusive ones... I will warn the caller twice that if they use abusive language i will release they call, and if they do it again, i will press release. It's their own fault for not listening to the warnings
HSBC have a good system for dealing with abusive customers though... they warn you and if you don't take any notice they tell you they are putting you on hold until you calm down.... and a couple of minutes later they will come back, and if you are not calm you go back on hold again. It's a good system, because at the end of the day you have the choice to calm down or hang up!