Rants of A Coyote

Thank you Tyler for this post suggestion.

Having worked in call centers before, I know on the other side what it is like when customers call just to "Tell you what".

How many of you call in to speak to a customer service agent at a company and are immediately hostile? Let me tell you something: Hold Hell is real. It's where angry customers go that cannot control themselves.

Customers that act decent when trying to resolve a problem generally have better results than those that do not. Do not think that just because you want to speak to a manager, that you will be able to bully your way into results.

"Well, If I don't get the results I want, they will loose a customer." - Thats fine, but that is on you, not them. Despite what is said, the customer is NOT always right. I have told off my fair share of customers or clients. If they do something stupid, I let them know.

Sure, I have lost customers this way, but generally the result is opposite of what you would expect.

Some basic things to remember:

• Customer Service people are just that, People.
• The mistake of a prior CSR should not be taken out on the current CSR
• Hold Hell is real, obey yourself
• If you end up speaking with a manager, there are times where how the customer treated the CSR is taken into account for resolution.
• Be willing to work with the CSR
• Be courteous

The only time I have "Burst Out" at a CSR is on an inbound call to ME! I understand that Telemarketers need work too, but when someone says no the first dozen times, maybe you should listen...