@lantic Customer Abuse

@Venomous,

When I say 'right', it's not in it's literal form, but rather the way it should be perceived. Your example is a perfect case of winning the customer over rather than shunning them and creating/maintaining a good reputation for your business so I commend you for that!

Thats how it should be done.
 
kingmilo said:
@Venomous,

When I say 'right', it's not in it's literal form, but rather the way it should be perceived. Your example is a perfect case of winning the customer over rather than shunning them and creating/maintaining a good reputation for your business so I commend you for that!

Thats how it should be done.
Click to expand...
But if a client will keep swearing at me & there is no sensible discussion as a result I will kindly request: If you can change your tone, please change your language. Until such time as the type of words used are not fit for sailors only there will be no further discussion.
Not I specifically refer to the language used. Screaming & shouting I can calm down by means of assistance but only you can change your selection of words.
 
The problem is often that people use the word ''right'' in a literal sense, therefore King/Queen is a better word. They are important & deserve good service but it also does not mean they have the right to walk over you because of what they feel are their rights. We as people (in my case IT) also have a right. We are after all not robots standing infront of the people (cllients).

But at the same time I need to do my best to offer my clients the best possible service I can with in my abillities & with that which is provided to perform the service.
 
Part of the problem is that Customer Support is manned by inadequately trained or unsuitable (can't be trained) staff. Frustrations then lead to tempers rising when they provide a stock answer to dismiss the validity of your claim/query, clearly demonstrating a lack of understanding or comprehension. Any further discussion then degenerates, as they reach their limit of articulation and you reach fuming point. The guy on Cybersmart is a classic example. Always appears gormless. Still does not understand PPPoE.
 
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