I cannot stand being called a liar, an idiot, stupid, and other derogatory remarks. Being told off by customers is never fun but is part of the job (of customer service) they say.
Why is it part of the job?
Who says its normal?
It is not normal to call someone names over the phone. It is not normal to threaten someone that you will get them fired because you feel slighted, even if you were!
Why do we accept it?
How come we just stand there and take it? Why do we let people attack us over and over and look at them with a forced smile and say “Hey a nice day” after it all is over?
People are terrible.
This comes about after I had this altercation with a customer today. I had someone calling to look for a new product for something that is over 20 years old. I told the customer that we do not carry said product, new or used, and that I know a store that possibly carries it. Before I can even tell the customer the name, he calls me a liar. He said he just saw the product being sold new a week ago. I told him I had not seen anything and that we still did not carry it. He then asked about accessories for the 20 year old product. I told we did not carry anything for the product and that he would have to find a retro store for it. He then asked for specific items and told me to look them up. After each item, I asked if it was for this same 20 year old product and he said yes. I told him after each one, including one that he couldn’t remember the specific name for, that we do not carry the product and I would not be able to assist him. He then asks for a made up item that has never been made before. I inform him that we would not be able to help him further and hung up on him.
He calls back several times while I am busy and I am unable to get to the phone until 15 minutes later. I answer with my company and my name. He asks me to repeat my name and tells me he just called me and I was extremely rude to him on the phone. He asks why I would hang up on him, and I inform him that I would not be able to assist him in finding items we do not carry. I told him repeatedly that we do not carry these items. He said I was the rudest person he has ever spoken to in his life. He said he was just looking for a not so hard to find product that we actually do carry that has all the stuff he wanted. I told him that I would be able to look that up, but he cuts me off and says that I was rude and an idiot and he didn’t want to talk to me anymore and he wanted the manager. I informed him I was the manager. He told me that my company were idiots to give me a store to run and he had no idea how I could be a manager. He wanted my district manager’s name and number. I told him my DM’s name but said I would have to take his phone number and have my DM call him. He said that wasn’t good enough and that I was refusing service. He asked for my customer service line and that he wanted a local number to call. I told him it was a 1 800 number and that there was no “local” area coded number. He told that I was being rude again and that he now had enough to get me fired. He then told me he would do what he could to get me fired. I told him if there was nothing more that I could do, that he could have a nice day and he hung up.
Now I know most of you would say “Hey, pony guy. This was just a harmless prank call.” I beg to differ.
I have handled my share of prank calls but this one was different. The person attacked me personally. He threatened me and said he wanted to take away my livelihood. I don’t care who you are, you just don’t do that.
So now I am at home, being fed a delicious sandwich by a loving wife who knows that bacon is one way to make me happy. I have my pony and coffee as well and am calming down. I still feel angry at the whole thing. And I know that people will be say I am too sensitive but I don’t understand why we accept this kind of behavior.
Hug a pony my friends. Feel better. I will try as well.