When I did tech support, the screamers always got "Sir/Ma'am, we're not going anywhere until you put a civil, rational tongue in your head".
It immediately established that I, not them was in charge of the situation and I was going to help them to the best of my ability but is was going to be on my terms or the call would end right there. My wife is the sweetest, funniest most good hearted person you'd ever want to meet, I hate to see her taking this level of shit from anyone. ....on a positive note, she called me and told me that her boss called the guy found out what his problem was, and terminated the business relationship with him. Scott A. Stewart ColdFusion Developer GNSI 11820 Parklawn Dr Rockville, MD 20852 (301) 770-9610 -----Original Message----- From: Ben Doom [mailto:[EMAIL PROTECTED] Sent: Thursday, December 22, 2005 10:20 AM To: CF-Community Subject: Re: [QUARRANTINE] Re: GRRRRRRRR I disagree. I mean, when I worked tech support, I got some rude people, but I didn't take any personal abuse. I had permission/instruction from my superiors that things that could be considered personal abuse -- cursing (it was on campus, so it had to be pretty extreme), personal insults, remarks about my mother, etc. -- were grounds for terminating the call. This, of course, didn't cover the less annoying "but why can't I connect using windows 3.1 and a 2400 baud modem?" whines, but about the 3rd time someone got hung up on -- by a 3rd consultant -- they started getting polite. Anyhow, to wrap up, I'll agree that in a receptionist position, you're going to get some angry, not-so=nice people that you have to deal with, but personal abuse goes too far. --Ben Chesty Puller wrote: > I feel sympathy for her, but I'm thinking that it goes along with the > territory. I ran into that when I was doing tech support - really difficult > guy, wouldn't see any faults in his own behavior. You can't do anything > about it except realize that the guy isn't mad at you, he's mad at the > situation. > > - Matt ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Find out how CFTicket can increase your company's customer support efficiency by 100% http://www.houseoffusion.com/banners/view.cfm?bannerid=49 Message: http://www.houseoffusion.com/lists.cfm/link=i:5:189354 Archives: http://www.houseoffusion.com/cf_lists/threads.cfm/5 Subscription: http://www.houseoffusion.com/lists.cfm/link=s:5 Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=89.70.5 Donations & Support: http://www.houseoffusion.com/tiny.cfm/54
