Aug 02, 2012 22:58
I received my very first customer complaint today and it’s really put me in a bind. I’m a customer service rep for an independent ISP provider and I mostly deal with new clients. Today I had the unfortunate displeasure of assisting a lady who was trying to contact the technical support department but chose to go through my department (I guess she thought that she would get through faster that way, who knows). From the beginning of our conversation you could hear the frustration in her voice; she then proceeded to elevate her voice quite a bit to the point where I had to interject and asked her politely to calm down. After spending eight antagonizing minutes trying to explain to her that I cannot assist her with her problem/issue because I do not work in the technical department and offered to transfer her call there, she refused my help and ended the call with those ever so eloquent words ‘fuck you’.
I try really hard not to let an unpleasant/rude customer words affect me but it’s hard because I still get offended and shift to protection mode (maybe I’m too sensitive). I thought that was end of it until after my shift ended my manager asked to see me in his office. He explained that the lady whom I thought I was very respectful and polite to complained that I gave her a lot of attitude and was very disrespectful to her. Many things went through my mind in that moment like why are some people so delusional and refuse to see the bad in themselves? She told me to f-off amongst other things like trying to make it seem like it was my fault that she was not getting the help she needed. And second of all, every call is RECORDED, shouldn’t he have investigated/listened to the conversation first instead of giving me feedback on what some hag thought of me and who was obviously just having the shits?
I’m just in utter disbelief that he never did that but chose to lecture me about how to deal with my customers. At no point did he ask about my side of the story and I never had any room to interject through all his ramblings. However, at the end of his lecture I did bring the ‘recording’ aspect to his attention and he stated that he would look into it, listen to it, or whatever. I asked my mother for advice about this because she’s a supervisor for her job, and she says that whenever a customer complains about her workers she goes out of her way to get her workers side of the story before lecturing them. I am so distraught by this incident to the point where I don’t want to go in to work tomorrow. I’ll see how I feel in the morning.