Customer Service Representatives Are People Too
Posted by Cap in Customer Service |Every time I get a service person with a stick up their you-know-what, I would do my best to remain neutral — not because I’m a masochist that enjoys getting push around by a stranger over the phone, but more so because two angry people on the phone will not be accomplishing much.
I recently had to deal with an incredibly rude customer service rep at one particular credit card company. Two minutes into the call and I was receiving attitude, sly remarks, signs of irritation — the works.
Usually at this point I would just end the call and try another rep, but this person was being enough of a jerk that I wanted to reach through the phone and strangle his throat. So instead of doing the impossible, I said:
“Hey listen buddy, I’m not sure what I did to offend you, but you’re being a hardcore jack ass and it’s totally uncalled for.”
The CSR paused for a few second — perhaps a bit surprised that my insult ability was that of a 12 year-old — and then he apologized to me. Sincerely too.
Apparently he had some major family problems at home, and he brought the problems to work with him on that day. Unprofessional? Definitely. But customer service are people after all, they’re not perfect, and you’re probably well aware of the mistakes they can make.
I’m not trying to make excuse for the guy, I didn’t appreciate his attitude, it’s pretty stupid to treat a stranger that way, and it’s even more stupid to do it at work — but as mentioned, they’re people like you and me.
You’ll recall from above that when I encounter an unfriendly CSR, I will do my best to remain neutral so I can have a better chance at resolving the problem — but the real reason (and the point of this post) is because at the end, customer service reps are people too, and they deserve a certain level of respect, regardless of how they treat you initially.
Let’s face it, common courtesy goes a long way, and I’ve found that it’ll travel both way if you give it a chance. Of course, if after your attempts at being civil failed and they still don’t treat you like a human being in return; then by all means, tell them to go to hell.
11 Comments to “Customer Service Representatives Are People Too”
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September 19th, 2006 at 6:45 am
I’d usually hang up & try for another rep. Next time, I might try your way though. And he might not have realized just how unprofessional he was being until you let him know, so good job!
September 19th, 2006 at 8:59 am
This is a really good thing to post and keep in mind. After working for a fast food restaurant in high school, I firmly believe that everyone should work a customer service job at some point in their life. It helps you remember that they are people too, and that they have bad days just like everyone else.
September 19th, 2006 at 12:18 pm
I would immediately talk to a manager. The manager can remind them that angst shouldn’t be taken out on the customers. I have clients and issues at “home”, but I don’t scream at my clients. It’s a matter of professionalism, and sucking it up to do your job.
September 19th, 2006 at 12:20 pm
With that being said, I don’t try to incite anger from customer service reps.
I’m polite to them and expect them to be the same way with me. If they are not, and I’ve been perfectly polite, I’ll speak with their managers.
September 20th, 2006 at 2:38 am
Cap – as a csr for a cell phone company, thank you. All too often we are treated as beings with the sole purpose of bowing down to the all-mighty customer. Also, people forget that csr’s are consumers as well.
September 20th, 2006 at 7:18 am
Need to work on your proofreading, grammar and spelling. It would lend a lot more credibility to your posts.
September 20th, 2006 at 7:37 am
heh. if you think that was bad, check out post from way back.
September 23rd, 2006 at 9:08 am
I try to remind CSR that customers are called “PROFIT” and employees such as himself are called “EXPENSE”.So without customers there is not much need for employees.
September 24th, 2006 at 5:46 pm
I have worked in call centres, and know people who still do. It’s a soul destroying job.
There are customers that swear at you and insult you, knowing that you can’t hang up. If you say anything back to them – like asking to be treated with common civility – you’ll forced to apologise to them by management. Divorcees try to make you to break into their ex’s accounts. Clients demand refunds and freebies and will sit on the phone for half an hour not saying anything to try to blackmail you into doing it. Management hamstring you, don’t support you and view you as part of the furnishings.
There’s a reason this is generally a high turnover job. If you want to see the worst in people, here’s the job for you.
Oh, and customer is not always right. Sometimes, they’re just an ass. So, if you want good service, don’t trot out that tired old lie. Try treating your CSR like a person – one who is allowed to have a bad day.
September 25th, 2006 at 6:18 am
PQR’s comment is exactly the reason why I wrote this post. It’s a tough job. I’ve never worked in the field, but I know people that do.. and it’s not fun.
Again, I’m not trying to give CSR an excuse to treat anyone like crap, I just think some understanding can go a long way.
Customers are indeed profit, but certain categories of customers can easily be thrown into the expense category too. If that 1% of your customer is giving you 95% of the problem, it’ll be good business practice to let that customer go.
September 16th, 2007 at 11:10 am
I agree, we tend to blow off steam at these folks but I think that most of them are doing thier best to help. I try to be polite always, not always easy, though!