Note: This is based on a true story.
IC stands for Indian Caller
R stands for the Call Girl
R: Yes sir, how may I help you?
IC: &%&^*(&^%*&
R: HUH?
IC: Ok, I teell you ah, I try to be polite but I very angry know?
R: Erm, why is that sir?
IC: MY PIPI DVD PLAYER SPOIL WITHIN ONE YEAR!
R: And is that a surprise, sir?
IC: U &^^&%*P(*)_*&^^* FUCKING PIPI PRODUCT SPOIL WITHIN ONE YEAR!
R: So do you wish to come down to our customer service center to rectify the problem?
IC: NO LA YOU FUCKING RETARD! I HAVE NO FUCKING TIME TO FUCKING QUEUE AT YOUR FUCKING CUSTOMER SERVICE CENTER! I AM VERY BUSY PERSON!
R: I understand sir, but this is the standard procedure if you have a faulty Pipi product.
IC: FUCK YOU LA! I DON’T CARE. YOU BETTER CHANGE ME A NEW DVD PLAYER!
R: I’m sorry sir, for that you have to come down to our center!
IC: I AM INDIAN! YOU BETTER SHOW ME SOME RESPECT OK!
R: Sorry sir, but Chinese, Indians, Malays, if their Pipi product spoil, they have to come down to our center. Which date is ideal for you? I can help you book an appointment.
IC: FUCK YOU LA! I TOLD YOU I VERY BUSY NO TIME COME DOWN QUEUE AT YOUR CENTER!
IC: I TELL YOU AH, I GOING TO COURTS AND SUE PIPI! FUCKING DVD PLAYER SPOIL IN LESS THAN A YEAR! YOU WATCH IT! I GOING TO SUE PIPI!
At this point of time, if I were present, I would have snatched the phone and said:
“FINE! Go sue until you go bankrupt just for a Pipi DVD Player! Whee!!!”
and hang up the phone.
-.-”
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Gee… I might do that to the fellow if I were not doing this for a living.
For agitated customers, we need to remember that their main thrust is directed at the company, and not at the Customer Service Representatives. They just happen to be the face of the company, and entice people to unload their frustrations on any faulty products unto.
I usually forget about this when faced with vulgarity-prone customers, but the important thing is to hear the person out, and let the steam out. This relieves the pressure, and calms the person down. Tough to do so when you are the one holding the phone, but it helps to keep in mind that the person is not directing their vitrol at you as a person. I keep a poster on my desk as a reminder so that I don’t do rash things in the heat of the moment.
Tame a customer, and you have got a potential repeat sales for your company. Annoy an already angry customer, your company loses a customer, you get a complaint, and might lose your job. It helps that the company is understanding about handling bad customers, and allow time-outs after a bad spate. Mine does, so it isn’t that bad after all.