Starting to breakdown over the verbal abuse
Just venting .. ive been in this industry for a while.
I am on an escalated line (where you transfer to if someone wants a manager for example) and I take complex complaints that require solutions that cannot be resolved on one call.
Basically no manager pay, but of course all of the work and pressure of one.
We rank our complaints from low, medium, high and critical.
I called back a guy for a low complaint today, and let’s just say I hung up this call crying despite my 5+ years on this line with this company.
I cannot wrap my head around the mentality this guy had. Long story short, he ordered something that took longer than usual to get there. He said things like “waiting this long to call me back is awful. Just disgusting service” (I called him back 4 days after his complaint, and about 2 days ago he didn’t even answer me. A low priority complain is allowed to go unactioned for about 15 days).
He also said things like “are you just trying to end the call because you’re intimidated?” And “you’ve really dropped the ball here and should definitely not be in a position of power.”
Now for some reason, the fuck you’s and other abuse of the day didn’t get to me, but this guy really got under my skin. If QA hears this call I am fucked.
I told the cx, “Sir, I have already advised you I’ve credited your account and your feedback has been taken into consideration for how we can improve services. I do believe you are taking a minor issue/design flaw and turning it into something huge.” At that point I was shaking and frustrating. This is not a life or death complaint. This mother fucker got a gift card from us and it simply was not delivered as fast as he thought it would be..
Needless to say, the member laughed at me, told me that he will report me (I’m just waiting for it now), and that I “should not take the misery I feel in my life working this low end job out on him”.
I hung up (also not allowed to) and I basically logged out early to go cry. We are DEFINITELY not even expected to credit over something like this, but I did. Some customers don’t care, but atleast some say thanks!
I don’t understand how you can help a member like this, and instead they reject the solution only to insult you more.
I truly think I am burnt out and the little insults are starting to cut deep for me, and they used to not cut at all….