u/LaRreinaa

She was such a [redacted]

I stayed polite for as long as I could before I became exhausted and

eventually I had to say Miss I want to get you back to your beautiful day as soon as possible but you keep raising new issues and I cannot keep up with them all at once so I am really trying my best.

Meanwhile she is still talking so we are talking over each other because I am at my wits end.

I told her she's been a pleasure and couldn't get off the phone fast enough.

You ever get callers who seem to have this sick joy in raising your blood pressure? Especially when I am pleasant, moving quick, saying the right things, and already in a great mood....

And she thinks she isn't making the process harder ? Not only that, but if the issue is so urgent you need it solved during your birthday party, wouldnt you just relax and let me assist thoroughly so I don't make mistakes?

I think i am just confused at the absolute state of humanity. Why do people hate each other to this type of extreme..? My goodness! I hope someone mashes her cake on her face today.

Hope her husband gives her a good birthday shaking cause she needs that too!

I am inbound.

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There is a protocol for callers who are being creepy or harassing me and I say fuck that. Click.

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Guy is transferred to me and my red flags are already appearing when he won't answer "how may I help you."

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He starts saying I have a beautiful name.

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I ask "thanks how may I help you?"

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He asks who gave me my name, and do I like his name?

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I said "its a unique name, HOW MAY I HELP YOU"

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He starts going off on a tangent about my "beautiful" name so I hung up.

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Fuck the procedure. I'm not gonna sit there and read a script for these abusive callers. People like this do not deserve to hear my voice.

She was paying $70 with another provider

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Would you have hung up or would you have just taken the gig for $20?

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Why are people the worst lol I wish I could delete the promotion off her account that way when she calls back it's not there anymore 🤣🤣🤣

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Sincerely, as an agent myself, neither of these groups get enough slack for what they have to put up with and frankly it's just sad.

My sup has grays and he isnt even barely out of his 20s. Nicest guy ever.

The agents never get time to de-stress or vent about the calls. The supervisors never get time to de-stress about the agent's stress.

What does this create? A shit show.

I feel sorry for anyone working in call centers.

Documented everything with management.

I have followed the policy and chain of leadership to try and speak to someone regarding a few concerns I had.

My manager came up to me, gave me a look of disgust and declined to adhere to my company's open door policy. Twice. Once through e-mail and once to my face.

So I contacted the next leader up. Turns out we do have an open door policy and now I am patiently waiting for leadership to get back.

Nice try though! The rules and policies apply to all of the employees, not just your favorite ones Miss Manager.

They want me out because I demand a decent working environment and the benefits they told me I am entitled to - but I am documenting everything so they have no recourse. Unfortunately this means they will all hate me now for disrupting their productivity.

Can't win, and I have no clue what I did to earn this woman's hatred.

I have never seen her smile. I have only ever seen her scowl and talk down to me.

I feel very belittled and cornered here. This is my livelihood. Why do people mistreat their direct reports? Do they think they will get away with it?

I know this community has way better tips than management, cause their tactics never work. I am not remote so I cannot unplug my internet for the time wasting caller.

It becomes a problem and an hour long call when the customer does not have anywhere to be or anything to do, and they are usually elderly "professional" callers so they have 40+ years of call control experience where I only have about 12 years.

I try so hard to wrap up the conversation, but they just wanna keep on going and keep asking questions. So many that my head spins and their problem was solved long long ago.

Today I finally said "I am late for a meeting." To end the call.

Anyone have tips? These people make me sweaty and annoyed and tired 💀

Is there a single brain cell working in that thick ass noggin of theirs?

You're telling me that you're going to call *me* for help, have a nasty attitude, and that is in your mind a solid strategy for great customer service and a speedy outcome to your "problems?"

I'm not having it. Yes try to rush me, I will be doing everything in my power to slow down until you hang up.

Not sorry, and I'm laughing at you.

1.) Stupid jokes I use to make people laugh (whether out of pity or genuine entertainment I am unsure.)

"Let's get you all wrapped up like a little burrito and I'll be out of your hair, [starts mumble reading my notation on their account / brief summary of what we did]" the ladies like this one

2.) Call control/Sanity savers

Not reacting emotionally when they trauma dump.

Or, saying the same thing happened to me so I know what they are going through then move on.

"Let's not dwell on that, let's actually focus on solving your issue so you can get back to your beautiful day." It's assertive and authoritative and no one has ever argued back. It shuts them up.

3.) Nuetral tone in my intros to indicate I am going to be professional regardless of the purpose of the call, and have an unreadable mood so the customer approaches more carefully.

4.) Repeating their words back to them almost verbatim without skipping a detail and then making sure I understand correctly before moving forward with the issue and also thanking them (essentially rewarding good behavior) every time they are cooperative. "Thank you so much for clarifying, I might be a bit slower on the call so forgive me but I want to make sure I am thorough because your experience & the health of your account is important to me."

These really placate the customers and make them respect and trust me, while also giving them the vibe that I am not the one who will be babysitting anyone throwing a tantrum.

Would love to hear your tried and trues when handling various situations!

Have the best manager in the world he is amazing. Team all got pulled for a meeting with a lady I never met before.

Now we arrived to the office smiling and dancing and sat our behinds in the chair and start taking calls, vibing, living our *best lives*

Just to have the meeting turn into "WHY ARE Y'ALL NOT [X]" "WHY ARE Y'ALL IN A BAD MOOD ALL THE TIME!!!!!11"

I said Whoaaaaaaa.

Well I'm gonna continue vibing regardless cause I don't understand how starting the day off with negativity in a meeting with a random woman is supposed to keep us in a great mood

BUT IMA PRAY FOR US ANYWAY.

Please Lord why do you test us in these *ways*

Smiling, music, vibing, working, I refuse to hit a brick wall head first. That meeting was awful but my day is mine. The logic baffles me.