11-01-2015, 04:54 AM
13
Re: Furious !!
Originally Posted by Silver Tabby
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When I pointed out that this was not a very efficient way of doing business - said person hung up on me!
11-01-2015, 10:04 AM
14
Re: Furious !!
Originally Posted by sue_arnold
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Could it be the way you pointed it out that was the reason the person hung up on you????
11-01-2015, 10:19 AM
15
Re: Furious !!
Originally Posted by Patsy
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Customer Service should 'never' hang up on a customer when that customer had every right to be furious !
11-01-2015, 10:30 AM
16
Re: Furious !!
I used to have to hang up on a patient when I worked in a hospital department, but that was with the instruction of a senior. This patient would make appointments, not bother to turn up, call again, wind up the receptionist, and swear profusely. I would calmly let him rant then say, sir if you continue to talk to me like that I will hang up on you. His response...you're f.......g boring!!Click...brrrrrrrr. That was me initiating end of the call.
My senior would stand behind me saying 'hang up, hang up'. He was notorious in the dept and maybe I shouldn't have fed him the opportunity to keep on at me.
11-01-2015, 10:45 AM
18
Re: Furious !!
Originally Posted by sue_arnold
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Could it be the way you pointed it out that was the reason the person hung up on you????
Judge the end of the conversation for yourself:-
Me: Is this call being recorded ?
She: Yes, I think so.
Me: In which case I would like to say that I am furious and do not think this is a very efficient way to run a business.
Call disconnected.
11-01-2015, 11:01 AM
20
Re: Furious !!
Originally Posted by clumsy
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Quite right Patsy. People working in customer service should be trained in how to deal with unhappy customers in a polite and efficient way, after all the majority of people requiring customer services have a complaint and are usually even more frustrated after having had the stress of the "press 1 for this, 2 for that etc etc". Hanging up on someone is not service, it is downright rudeness and ignorance.
Modern training methods are pathetic these days as they are designed to fulfil criteria, not teach any actual skills.
Much of the training I've actually seen or been involved in since the late 90s has been adaptations of American styles that I don't think fit with British retailers.
I was put on a so-called Leading your Team / Customer Care Course in 2007 where one of the trainers was dressed as Superman most of the time and group hugs encouraged daily - eugh!!
We played silly games for three days - what that was supposed to achieve i did not understand.
Training I'd had with the BBC though was good, thorough and they followed-up on it to make sure you actually gained from it.
Whether the Beeb still does this I seriously doubt but, to their credit, I was well-trained, which meant that when they made me redundant i was actually in demand. stevmk2
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